By michaelpace on July 28, 2011
Bon Jovi pontificating after a blown speaker fuse during their Boston show in March – image via @chickswguitars
If you are like me, you probably do some of your best thinking in the shower or on your commute to work. The other day, while doing a little commute dancing and jamming to Bad Medicine, the greatest 80’s song of all time, I had an epiphany for my Social Support team. That specific idea needs to be fleshed out a bit more, but I also came to the realization that both in the shower and on my commute I am usually rocking out to some tunes. Maybe I was smarter in the 80’s, or hair band music releases brain motivating endorphins, or maybe, even it’s the slightest possible chance, Bon Jovi’s music has subliminal hidden meaning for Customer Service and Social Business rockstars? Ok, probably not, but if I am to be a true scientist of how to deliver superior Customer and Social Service, I will need to investigate this possibility.
Bad Medicine
On The Surface: This is uber quintessential cheesy 80’s hair band song, presumably about a woman’s love being like a drug.
Questionable Quote: 
I ain’t got a fever got a permanent disease
And it’ll take more than a doctor to prescribe a remedy
And I got lots of money but it isn’t what I need
Gonna take more than a shot to get this poison outta me
And I got all the symptoms, count ’em 1, 2, 3
Possible Deeper Meaning: All the money in the world sometimes cannot get a customer to the right person to handle their problem or poison. So why not enable every representative of your organization the ability to help a customer? Organizations that focus and exercise strong knowledge management practices/processes provide the tools for assistance regardless of where the call ends up.
I’ll Be There For You
On The Surface: Man treats incredible woman poorly, and is really regretful of his decisions.
Questionable Quote:
I guess this time you’re really leaving
I heard your suitcase say goodbye
And as my broken heart lies bleeding
You say true love in suicide
You say you’re cried a thousand rivers
And now you’re swimming for the shore
You left me drowning in my tears
And you won’t save me anymore
Now I’m praying to God
You’ll give me one more chance, girl
I’ll be there for you
These five words I swear to you
When you breathe I want to be the air for you
I’ll be there for you
Possible Deeper Meaning: I think Jon may be talking about retention here, and isn’t that the primary goal of all Customer Service operations? In particular, I believe he is talking about your service’s availability and its role in customer retention. Do you have a good understanding when your customers are using your product or service? Do you need 24/7/365 human support? Should you outsource (domestically, near shore or offshore) to create flexibility and availability? Do you have resources that your customers can access on demand, such as knowledge centers or FAQ’s, tutorials, videos, taped webinars, or branded / unbranded communities? Are you there for your customers and are those 6 words you’ll swear you’ll do?
Just Older (a personal favorite)
On The Surface: About a man who is getting older, but still doesn’t consider himself old and useless.
Questionable Quote:
I like the bed I’m sleeping in
It’s just like me, it’s broken in
It’s not old – just older
Like a favorite pair of torn blue jeans
This skin I’m in it’s alright with me
It’s not old – just older
Possible Deeper Meaning: Jon and crew could relate to phone support. Yes, it is our industry’s most familiar technology for customers to reach out to companies with issues, comments or questions. While older, it is still the best way to create a bond between customers and companies. Companies that monitor beyond compliance quality, and allow their phone representatives go “off script” or even (wait for it) let them be humans have the potential to really connect and build relationships with their customers. Great conversations lead to relationships, and relationships lead to retention. Yes, there are a lot of new and shiny ways to connect with your customers, but you phone support is still your relationship foundation.
I’ll Sleep When I’m Dead
On The Surface: Rock band wants to live life to its fullest
Questionable Quote:
Until I’m six feet under
I don’t need a bed
Gonna live while I’m alive
I’ll sleep when I’m dead
Till they roll me over
And lay my bones to rest
Gonna live while I’m alive
I’ll sleep when I’m dead
Possible Deeper Meaning: Bon Jovi must also be his band’s Community and Social Media Customer Service Manager, because we all know these roles in organizations have minimum sleep qualifications. In an informal poll (really informal), the average Community and Social Media Customer Service Manager sleeps 6.4 hours per week. They are usually recognizable by their iPhone with Hootsuite running constantly, and tucked under their pillow. Communities and social networks operate 24/7/365, and can operate in a self service manner, but all the best ones require consistent management. And by consistent management, I do not meaning just monitoring. Community and social business require content creation, curation and connection. It is no wonder Jon just figures he’ll sleep when he is dead.
Livin’ on a Prayer
One the Surface: Fictional couple (Tommy & Gina) struggling make ends meet and maintain their relationship
Questionable Quote:
There are no questionable quotes in this song, as it is the most fun song of all time (line in sand has been officially drawn). Try not to sing this:
We gotta hold on ready or not
You live for the fight when it’s all that you’ve got
Whoa, we’re half way there
Whoa oh, livin’ on a prayer
Take my hand and we’ll make it I swear
Whoa oh, livin’ on a prayer
Possible Deeper Meaning: Bon Jovi clearly knows how hard it is to be a Customer Service and Social Business superstar. This is just pure entertainment. So if you are Community or Social Support Manager, take a few minutes and get your rock horns ready for some head banging.
In conclusion, apparently it is scientifically impossible to tell if Bon Jovi is subliminally singing about Customer Service and/or Social Business or not. I suggest more research needs to be done in this area. I may check to see if this scientific discovery can fit into the National Debt debate going on right now (should only be a few million for me to travel and follow the band).
If you have put up with me this far, thank you for letting me have a little fun and break away from the hardcore Customer Service, Social, Business Process Management & Leadership focus. While there are things to be learned here, we all need to take a summer vacation from our norms sometimes. Rock on Soul Brothers!
Images by @chickswguitars my partner in crime at Bon Jovi’s Boston 2011 show
For an amazing collection of pictures and videos from the Boston 2011 show created by @chickswguitars