Barry is a responsible and self-reliant tradesman who has worked hard all is life to provide for his family. He surrounds himself with his family, mates and work colleagues, frequently socialises down the pub/club and goes to the Mediterranean on holiday. Barry simply does not understand technology, other than Sky+. He is happy with his basic ‘pay as you go phone’ and does not see how technology can help him practically in business or personal life. To Barry, ‘Twitter’ is when birds sing in the morning and Amazon is in South America.
An example of Barry and customer service
Barry is uncomfortable with technology so he needs you to ‘do it now’, he does not believe it will happen without the reassurance that something is ‘in the post’ or ‘confirmed’. Whatever you do, avoid making Barry serve himself using technology as he will do it himself at somewhere more convenient, which usually means a place he can call in personally and speak to someone.
Watch a short video about Barry |
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Simon Khan’s social CRM lesson for business
Always a Chance to inspire
