Posts tagged ‘blogging’

March 30, 2012

It’s ALL customer service: Living vicariously

Here’s the 5th post in my series It’s ALL customer service.  Enjoy!

Picture this: you’re at the store picking up a few things, and at the returns desk nearby you hear a customer being shut down before she can finish explaining her situation.  It’s not you, but it could be you, and it affects your feelings about the place.  Call it vicarious customer service.

The flip side: Yesterday the cashier next to mine noticed her customer was buying just one cup of yogurt, and volunteered there were spoons over at the snack bar.  A pleasant surprise to that customer, and also to me.  Clearly the cashier was on the lookout all the time for an opportunity to add a little something extra, a sort of informational lagniappe.

In a nonprofit there are many opportunities to show volunteers, donors, and participants recognition.  Seeing it on a website, in a newsletter, or at an event says these people are valued, and by extension, so are you.

The wonderful Wayside House, Inc. in the Twin Cities provides supportive housing and many other services for women recovering from addiction and mental illness.  Their newsletters highlight donors and volunteers, and also women from the programs.  This isn’t unique, but I believe that type of recognition may be the little something extra some recovering women need, and it’s more than inspiration.  They get the message their success is and will be noticed, and that it matters in the larger community.

Suppose someone comments on this post, “This is the dumbest post I have ever read.”  I can thank him for his input and perhaps clarify something, or I can say something about his mother.  Maybe I even know his mother, but you wouldn’t know that, and you’d draw a conclusion about me.  Or perhaps about my mother.

So here’s a new rule: Do unto others as you may one day do unto other others.  Because it’s all customer service.

January 6, 2012

Can you read me now?

Katya Andresen’s Non-Profit Marketing Blog post today is on the importance of “cognitive ease.”  It’s titled Three little tricks to be more persuasive, and though the title is a little on the Manchurian Candidate side, I definitely like the message.  I wrote about complicated language in my post Utilizing Effectuated Methodologies (what?), so I’ll just address legibility here.

Katya writes:

The Nobel-prize-winning [Thinking, Fast and Slow,] author Daniel Kahneman talks about the importance of cognitive ease.  Things that are easy to read and easy to remember can be processed with cognitive ease.  On the other hand, things like instructions in a poor font or faint colors or complicated language cause cognitive strain.

It shouldn’t take a genius to know people need to be able to read something in order to get the message.  Apparently it sometimes does.  (Bonus: try to convince your kids this applies to homework, too.)

I frequently pass two different restaurants that have their owner’s signature as the sign.  I’ve gone by them countless times, and I still sometimes glance over as I’m driving by and think, what is that?

So before you analyze your website or blog’s colors, content, functionality and whatever else, make sure at least most visitors can actually read it.  Then do a web search on accessibility….

%d bloggers like this: