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What do you think of when you think of a rock star? Two things come to mind for me:

Making crazy awesome over-the-top music…

…and being a huge pain in the butt.

(It’s ok, I’m allowed to diss rock stars, I sing in a rock’n’roll band.)

The thing is, we keep hearing about “rockstar community managers” and “rockstar support people”. That’s not what we need. We don’t need people to play crazy solos on the support guitar and then demand only brown M&Ms. Here’s what makes a good support person:

  1. A prompt response
  2. A friendly attitude
  3. A willingness to listen, understand, and think critically before responding

That’s it. And the more we focus on encouraging and enabling our teams to do these things, the happier our customers will be. Here’s how we do that:

So as fun as they are, let’s all stop looking for our very own Jack White and start enabling our team to make customers happy. That’s what matters.

Photo courtesy of Montecruz Foto.

Evan Hamilton

About Evan Hamilton