I’m going to be frank with my opinion here. Just because Google is an innovative, booming company, one which will change—and probably already has changed—the way our world accesses and manages information, that doesn’t mean by any stretch of the imagination that Google should be treated with some sort of ivory-tower, holier-than-thou deference.
Believe me when I say, Google is as successful as it is specifically because they have done so much to shed the image of traditional mega-corporations. If you tried to call up your brokerage firm for some support and advice, you might get it, eventually. If, however, you are running a Google Adwords or Adsense campaign and you find yourself needing some questions answered, Mr. Google is more than happy to put down his trillions and his yacht and answer your phone call.
This sounds funny, but I mean it. Google has revamped the image of the consumer-conscious company. Their customer support professionals managing the Adwords and Adsense departments are nothing short of spectacular when it comes to helping you iron out your difficulties. But even though I’ve seen this in my own business and with dozens of eMarketed’s clients, some members of our industry fail to realize the significance of Google’s strong commitment to customer service.
In short, if your online venture should take you past the gates of Google, don’t be afraid to knock. They are not your average company. They do not want to be your average company. They want to be bothered, constantly. Their young employees play video games at work and eat gourmet meals three times a day. However, as a testament to their hiring process, Google is staffed entirely with young upstarts who will drop their unicycles and forks at a moment’s notice to answer a client’s call or email. These kids are dedicated to their job, period.
Google’s goal with creating Adwords and Adsense was to level the playing field between the small business and the mega-corp. As a result, small businesses have a leg up because they’re used to handling issues with suppliers and other businesses face-to-face or over the phone. Larger and more traditional businesses will have to adapt their thinking or be left in the dust when it comes to customer service and business solutions in the post-Google Age.
Matt Ramage is founder of Emarketed a web marketing agency located in Los Angeles. He loves coffee, good design, and helping businesses improve their look and getting found on the Internet.