Yesterday our client (and upstairs neighbor), Jennifer, shared a special story with us:
“My Alaskan Malamute puppy Thor was neutered today. As a very anxious mommy, my anxiety ran high as I brought Thor to Cleveland Park for his pre-surgery blood work. I expressed my fears of putting baby under anesthesia having recently lost my malamute Dude after he received anesthesia at another vet clinic.
The vet was unavailable to meet with me about my concerns due to prior appointments, but I was promised a call later in the day. Tuesday afternoon, as promised by the vet staff, I received a call from Dr. Hait. I was a nervous mommy sharing my fears and extreme anxieties and she patiently reassured me she would keep Thor in her best care. She even joked about giving mommy some pre-surgery valium to calm my nerves. This morning I dropped Thor off at 8:00am with tears in my eyes and tons of kisses. Dr. Hait said she would call pre- and post-surgery, which she did. Once again, I had tears in my eyes when she called to say he was awake and doing well. In fact, she offered to go take a picture of him and text it to me. That’s exactly what she did, along with a message that read, “All Done Mom.” Terrified mommy is now a happy mommy, and I’m sharing this special story with everyone who will listen!”
Next best thing to mommy valium? Personal communication. No matter what industry you’re in, communication is key. It fosters new relationships and maintains existing relationships. It helps resolve problems and provides insights that empower brands to cut future problems off at the pass. Call it “social media,” or “public relations” or “marketing” … those are all just labels on the same reality. We’re all in the people business, which means we’re all in the relationship business, which ultimately means we’re all in the business of personal communication.
There’s a huge difference between communication AT your customers…and communicating WITH them. What are you doing?