Getting Love in the Blogosphere

Back when I started at TheLadders, I worked on the Community team. Community handles, among other things, all of our job seeker customer service. It was easy to forget that of the 100's of emails you'd send out each week, every single one of them was 1) reaching a real live person on the other end and 2) had the chance to either make-or-break your long term relationship with both this customer and one or ten or a hundred of their friends.

In reality though, most of the time you'd send out emails and hear nothing back. Which is OK. Success in customer service can sometimes -- but not always and definitely not over the long haul -- be defined as "no news is good news."

There are times though where you find out that what you're doing is working. So when Marc (our CEO) says one (of two) of our rules is "Love the Customer" and when you send a team of managers over to Japan to learn Japanese-style customer service, and when people are blogging about the great service they received from TheLadders.com it feels pretty darn good.