Bruce Springsteen and Customer Service?
‘I was recently reading a magazine that featured an interview with Bruce Springsteen. Bruce Springsteen has been a musician and performer for over 20 years and has a tremendous reputation as a live act. The interviewer asked him how he kept up his motivation to deliver night after night. To which Springsteen replied “It was when I realised that, while for me, every night is a “Bruce Springsteen concert night” there are 1000’s of people in the audience, who have spent their money to see a Bruce Springsteen concert maybe for the first and only time in their lives. They may only come to one Bruce Springsteen concert in their life and I want to give them the best ever Bruce Springsteen experience. And thats what keeps me going night after night”.
Reading that reminded me of us at work every day. While we might take hundreds of calls, for a customer who rings us, that might be the only contact they have with MLC, this might be the only “Bruce Springsteen concert” they go to. Imagine the difference we can make if every time our customers got the full Bruce Springsteen experience…’
The story struck a chord with everyone in the group and what a powerful and memorable frame for thinking about, and delivering customer service – the Bruce Springsteen experience.
We are sharing this with you to illustrate that telling a personal story (and as you can see from this one it does not have to be the most revealing personal moment in your life) and linking it back to a business message can be really refreshing and powerful in business.