PHOTO INDEX: LETTER FROM SCOTT ARTHUR TO MY FRIEND, JOEY DELLARTE. (CLICK TO ENLARGE).
CUSTOMER CARE AND WARM
You walk into a car dealership and want to buy a car and the salesman won't go the extra mile to help you. You complain to his manager and the head honcho calls you out for your "bad attitude". You order something in an eatery and it's wrong. No apologies, just eat it and shut up. The State Liquor Bureau is paying a guy $70,000 to teach State Store Clerks how to be nice to customers. Consultants travel around the country making millions chatting up the marvels of good customer service in business. Crazy. All customer service means is doing the right thing and treating people like you'd want to be treated. WARM Radio understood that long before the gurus were paid big bucks to state the obvious. My late friend, Joey Dellarte entered a WARM contest with all night deejay Scott Arthur. Joey didn't win the contest...............but got a nice thank you letter anyway. That's the type of customer care WARM practiced one listener at a time. That's why they were king of the hill for decades. And their jocks didn't need a consultant to tell them how to treat a loyal listener.
3 comments:
I'm glad you posted "Keep the Customer Satisfied," -- which reminds me that WARM was one of the few stations that gave lots of attention to Gary Puckett & the Union Gap's cover version in 1971.
- Mike Lewis, formerly of Kingston
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