Have you ever stopped to think of how much being on the front line in customer service is like being an actor in a play?

Consider it for a moment, you do all kinds of preparation before the audience (customers) get there, you know your material (hopefully!), your business opens its doors and then…YOU’RE ON!

Scattered among the viewers that see the show you and your co-workers put on every day are the critics, both good and bad, do you ever read their reviews? They can be a tremendous learning tool. But, where do you find these bits of biased wisdom?  On the internet of course!  I swear you really can find anything on Google!

All you need to do is choose your favorite search engine and look up reviews of your business.  You very well may find yourself in a starring role among the appraised performances.  Even if you are not mentioned by name you can pick up on patterns that your customers feel strongly enough about that they will go out of their way to let the public at large know exactly what they think.  They’re not going to hold back! Maybe some of these people are just teed-off but there will be a nugget of truth in every review that you read. Modern society feels secure in the knowledge that they are anonymous online and wouldn’t dream that you will ever see what they really think of your dog and pony act.

If you are brave enough to read these honest evaluations, read them dispassionately, and study them for ways you can improve your ‘act’.  That’s the wonderful thing about customer service; there is always another Opening Night. – Break-A- Leg!