Ever run across a business doing everything right?

Well, if you’re ever driving from point A to point B in Baltimore in a dirty car, I’d like to recommend a pit stop at WashWorks on Howard and 21st Street.

WashWorks, Baltimore MD

Not only will your car feel “like new” again, but you’ll have the chance to see one of the most efficiently run small businesses in Baltimore.

What does this post have to do with social media?

It’s about RELATIONSHIPS. I drove in to WashWorks on an overcast day when rain was imminent (yes, my car was THAT dirty that I would pay for a wash right before it rains). There’s usually a line of cars halfway down the block at this WashWorks location, but because of the weather, there were no lines. My lucky day. However, I drive an SUV and I happened to have a roof rack on it that exceeded maximum clearance for the touchless car wash. The owner, who is there all the time (in his easy-to-spot teal shirt), explained this to me when I pulled up. “Bummer,” I said…and then I put ‘er in reverse to back out. But before I did, I leaned out the window and told him that I’m a frequent customer and his is the most well-run operation I have ever seen and that the quality and consistency of the work is always first-rate.

As I prepared to pull away, the owner said, “Wait…”

I stopped. And he said, “Pull into that side bay over there, we’ll wash it by hand.”

Get out!

Seriously! How often do you find that kind of service? While I was a loyal customer before today, I instantly converted into ambassador in perpetuity for WashWorks. My compliment was given without expectation and returned with something truly exceptional.

There are only a few brands that have unequivocally built a reputation on going the extra mile for customers, (Nordstrom’s comes to mind), because they do customer service, quality and consistency right, every time.

I drove out of that WashWorks feeling like a won a prize. Not only was my car spotless, inside and out, but I felt overwhelmed by the act. And it doesn’t matter one iota to me that WashWorks is or isn’t engaged in twitter or facebook or anywhere else online. They are engaged – consistently and thoroughly – in customer service. That’s what drives Word of Mouth (WOM). You might even say they made me their social media.

I’m more than happy to toot their horn.

WashWorks

Howard & 21st Street | Baltimore, MD

http://www.washworksonline.com/

410-837-WASH

Say you’re an employee at a small business and the boss isn’t the least bit interested in social media. But you are. Maybe you think the company you work for could really benefit from being more “social.”

Take action.

This is an opportunity. Put together a plan and march it on up the ladder. Propose to management that YOU can enter the social sphere on behalf of the company.

Explain the value.

Even if they’re not active participants, are they active listeners? Are they monitoring the Interwebs for mentions of their name or their competitions’ names? If not, tell them that you can do this for them.

Set the parameters.

Explain that people trust “people,” not companies. And since you’re a person, you’re perfectly positioned to build the trust. (Who could argue with logic like that?) Explain where you think the business should have a presence and why. Show how you would monitor your activity and the competition’s. Provide them with ideas for how they can assess your engagement and the value of the “intelligence” that you could bring to the business.

Promote yourself.

Be proactive. Step up and offer to take this on in addition to your normal workday, just like you treat social media when you’re not at work. It’s just part of what you do. Test the waters and see how it goes. If you’re not thrilled with your job, but you love social media, create an opportunity to do more of what you love.

You have nothing to lose.

Make yourself the leader of social business at your company. You’ll learn a ton. You’ll make new connections. And, while you’re at it, you may enhance the way you feel about your company and the way your company feels about you.

Have questions? Ask away.

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