Creating smiles through social customer care
It can happen at any moment.
It was like any other day—I logged into my computer in the morning, opened Buffer Reply to help out our amazing customers, except this time, I immediately did a double take.
After doing a quick scan of the inbox, my eyes caught on a name halfway through the screen and froze. In the midst of a list of foreign addresses, one sticks out like 3D.
I recognize that name!
The first time I knew the name of one of my friends in the Buffer inbox, it caught me wonderfully off guard.
I eagerly clicked to open the conversation and carefully read each word. I grasped the issue at hand, thinking of every possible way I could care for my friend and felt so excited to go the extra mile to make sure my friend would wind up with a smile on her face 😊
When we have a personal connection to something, we can find ourselves going the distance to make sure our efforts are the best it can be. If we’re helping out a friend, family members or neighbors, we can anticipate their reaction and strive to make them good ones.
This experience was a great reminder that every person I am lucky enough to help is someone’s neighbor, family member, and friend and, though I won’t always know the effect to which we’ve helped, I should strive to go above and beyond nevertheless 😀
Later that week, someone on the team shared a story about a neighbor in his co-working space who was a huge Buffer fan. A Happiness Hero had helped him over the weekend with a problem that could have negatively impacted his business. He was hugely grateful for the help and was so thrilled to share the story when he found out that our teammate worked for Buffer! There were plenty of smiles shared in Slack that day as he told us all the story.
Then, a few days later, we got this beautiful piece of feedback from one of our wonderful customers:
You made me smile and that is great for a happy hormones state of being just before going to bed 😉
As I reflected on both stories, I was reminded that every person who tweets us has a story and reason for using our product—whether it’s to share compelling content and photos with their closest friends on Facebook or to run an agency whose income is dependent on managing multiple profiles for clients.
Every person I reply to is someone’s friend, a neighbor down the block or someone’s buddy from their co-working space, and they should receive the same stellar service that I’d give my friends and family.
As a Happiness Hero, I’m in the unique position to be the first smile of someone’s day, or their last. It doesn’t matter if I never get to see the smiles I create because I have the incredible privilege of being able to bring joy to 3 million people’s lives every day if they choose to reach out!
What an honor 😊