A Tale of Two Twitties
Last May, I contacted a Twitter celebrity or Twitty (Twit + celebrity = Twitty) to see how I could go about buying ten signed copies of his latest book. My plan was to send a copy to every 1,000th follower of my Twitter updates with a note as a way of recognizing their milestone follow and connecting in a meaningful way.
When I finally reached this particular Twitty, I was referred to his assistant. I left a message for the assistant and never heard back. So, as I’m accustomed to doing when I have options, I contacted another Twitty with the same request. Within an hour, I had received a personal response from @GuyKawasaki with instructions of how to obtain ten signed copies of his latest book, Reality Check which I’ve reviewed at my website.
Within two weeks, the signed copies appeared on my doorstep with an Alltop t-shirt and a note from Guy. So far, between milestone followers and others, I’ve given away all but three copies—which means I’ll be placing a second order before the year’s up.
Now, I realize that @GuyKawasaki has many more income streams than his books (as does the first Twitty I contacted). Even so, successful entrepreneurs rarely compartmentalize the quality of their personal service, meaning that how they handle requests for a small number of signed books is reflective of the quality of their personal service overall.
Sure, there are probably many ways that one can rationalize what happened during my first attempt to obtain signed books, but that’s unproductive. Don’t we often hear excuses from those who fail to meet our expectations regarding one thing or another?
The bottom line is that, as a consumer of business products, my experience has lead me to order books from and become a promoter of @GuyKawasaki. Add me and my book orders to the thousands of others who have had similar experiences with @GuyKawasaki and you begin to get a sense of how one’s personal service contributes to his or her overall success—whether it be the best of times or the worst of times.
Steve @enthused
Tags: Alltop, celebrity, Customer Service, Guy Kawasaki, Reality Check, Twitter, Twitty
July 8th, 2009 at 11:39 pm
That is a great post! I too believe that I’ve had ‘repeat’ customers because I’m authentic & genuine!
Today its definitely about ‘good service’ & my business right now is rockin’ while others are singing the blues!
Jody In Beautiful BC
July 9th, 2009 at 12:34 pm
Steve – great story and not surprising. Every time I contact Guy Kawasaki I get a personal reply. And I’ve heard the same from many others. If you look at how big his audience is, that’s Amazing.
Thanks for sharing your story. GK deserves all the positive press he can get!
Kevin
July 9th, 2009 at 4:24 pm
What a GUY!!
Great story, Steve. Thanks for sharing. Agree 100%: as you are in the “small” things, so are you in the big things.
Best,
Mollie
July 9th, 2009 at 6:16 pm
Steve,
Amazing how people who care enough to add a personal touch like a note stick so solidly in our minds. Loved this geniune reminder to be a giver, a signer of things. Thank you.
I also have a greater understanding of the great @GuyKawasaki, and a secret to his success.
Leigh
July 11th, 2009 at 7:33 am
I am reminded of the title of a post by Ken Peters that I absolutely love: “It’s the Customer Service, Stupid”. (Ken is @ThinkBIG_blog on Twitter.)
Great customer service is as important now as it was ever, if not even more important as a person’s dissatisfaction with a product or service has the potential to reach hundreds or thousands of people with the click of a few buttons.
July 11th, 2009 at 2:09 pm
LOVE this post! I, too, have had the experience of calling more than one Twitty’s office and getting vastly different responses and attititudes.
It takes such little energy to be pleasant and helpful. So, the ones we remember and become rabid fans of are those like Guy. The others – meh – I just forget about ‘em!
Sarah
July 13th, 2009 at 11:15 am
Excellent post.
I believe that the economy isn’t suffering as much from a financial issue as it is a customer service issue. Those who really want the money are getting it.
July 13th, 2009 at 3:44 pm
Charlotte, well said. In my post, a failure to follow up resulted in the immediate forfeiture of $200 in book sales for the first Twitty. Many people are blaming the recession for reduced sales. Clearly there are contributing factors beyond a soft economy.
July 19th, 2009 at 7:35 am
Steve, I appreciate your posts – they are helpful reminders to those who rely on customer service. I think to some degree you either get it or you don’t, and if you don’t…bummer. Dealing with customers I think is like dealing with friends, offering mutual respect and interest in what means something to them.
Your story about Guy souns like he gets it. It seems that he relishes in personal contact opportunities and so follows them with energy and effort.
How could a consumer not respond. Thanks for sharing this inspiring story, Steve. When seen as more than money-contributers to your business, customers are a wealth of opportunities, the least of which is friendship.
July 29th, 2009 at 7:09 pm
This post is a testimony to “walking our talk.” It is inspiring to see how Guy does that with great skill. Something we can all practice.
Thanks
March 23rd, 2010 at 2:25 pm
[...] since posting this blog regarding obtaining signed books from two well-known Twitter personalities, I have had another [...]