A hypothetical premise based on a chaos theory, the Customer Service Butterfly Effect may be theory or fact. It’s based on the idea of a tiny butterfly flapping its’ wings and causing weather patterns halfway across the world to change.
Of course, when you put the words “customer service” in front of “butterfly effect” it takes on a whole new meaning. Here’s what it is and whether or not it exists.
What is the Customer Service Butterfly Effect?
The premise behind the Customer Service Butterfly Effect is simple. A single act of neglect, indifference or disrespect causes a customer to stop using a service or product. Then, this customer tells someone else to stay away from the brand and then another and another. This may spread like wildfire and the next thing you know; one small, bad act towards a customer has cost the company ten, twenty or even one hundred potential customers.
A manage may not even take notice of these small issues in customer service, which makes it even worse. When the manager doesn’t help correct the employee causing the small fail with kind words, it may turn into an even bigger issue. The employee will continue to think what they did was okay, while customer after customer leaves the brand.
Over time, these small actions spread to other employees, which end up creating a customer base with a culture of indifference towards the brand. While this may not have been the same decades ago, with the internet and social media, it’s much easier for the Customer Service Butterfly Effect to spread fast.
The Positive Side of the Customer Service Butterfly Effect
We have touched on what it looks like when an employee representing a brand does something a customer doesn’t appreciate. However, the Customer Service Butterfly Effect can also happen in a positive way. It’s certainly not the same as an upset customer is likely to tell 10 friends about the experience, while a happy customer is likely to only tell 1 friend.
Getting positive results won’t happen as quickly as negative results, but you can turn it around for your company. Whether you run an online hosting company and most of your customer service is handled by your support team or you run a retail outlet, using the following tips can help you create a positive Customer Service Butterfly Effect for your brand.
Leaders are Observed Always
If you’re the leader of your company, you have to believe someone is watching you at all times. Employees see what you do and if you set the wrong example, more will follow your bad example than listen to your words.
Keep Your Mood in Check
We all suffer from bad moods, but yours, as the leader can be destructive to those around you. This can also be true when it comes to your front lines of customer service. If a support team member is having a bad day and it comes out in the way they provide support, you may create a negative butterfly effect instead of a positive one.
Small, Positive Actions Will Spread
You don’t have to go over the top to provide great customer service and create a positive butterfly effect. Small, positive actions will start to cause small uplifting ripples in the day of your customers or employees. This will put the “pay it forward” method in motion without it even being talked about. Most humans are more likely to treat others with kindness if they are treated with kindness themselves. As a leader, you can treat your employees great and they will, in turn, treat your customers great.
Good Buzz is Gold
Some businesses have a culture of gossip, which is incredibly negative and may cause bad results when it comes to your customers. However, the best businesses keep gossip to a minimum and try to share positive buzz whenever possible. When the buzz surrounding the company is positive, it leads to small acts of service, which help to ensure your customers are treated great.
Putting it All Together
There’s no doubt the Customer Service Butterfly Effect exists. The choice really comes down to whether you want to create a negative butterfly effect or a positive butterfly effect around your company. Small, positive acts that make employees feel appreciated will certainly increase the likelihood that they will make customers feel appreciated.
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