When companies refer me to customer service these days I get a cold chill running down my spine, and an existential dread running through my brain as I ponder countless minutes in automated phone hell before I can talk to an ill informed and disinterested person on some other continent reading from a script who is quite unlikely to solve my issue. I've spoken to dozens of folks who recount stories of their trial by fire with the cable company, appliance repairman, or doctor's office to know I am not alone in experiencing this oxymoronic form of customer service.
But before you assume this post is yet another rant about a subject we are all too familiar with, let me put your mind to rest. Some recent encounters have filled me with hope that perhaps the tide may be receding--perhaps by inches but moving in the right direction.
The first occurred out of the blue the other day. I got a phone call from a representative of the company that built my car. I bought it a few months ago and have been generally very happy with my choice--save for a few questions about how some of the technology was supposed to work, and one minor concern. The very idea that a company that sold me something would proactively follow-up was novel in itself but it was evident that the representative I spoke with was both knowledgable and was genuinely interested in what I had to say. She was not reading from a script, but actually engaging in a conversation.
I wasn't so vain as to presume I was singled out for attention so, my questions and concerns addressed I asked if this was a standard procedure, to call new customers, and learned that it was indeed something the manufacturer tried to do within a few months of purchase. I have to say that it kindled a positive feeling --and the representative said that they do this not only as a matter of courtesy but to head off issues and ensure that someone who has spent tens of thousands of dollars to purchase something they will use for many years is fully satisfied. Imagine that, a company that wants us to be happy with what we bought.
I've had some other experiences of the same kind of late. An item purchased online proved to differ from the description and while perfectly usable, did not quite fit my needs. I filled out the return information expecting a trip to my local UPS store to ship it off, and within a few days got an email saying that my account had been credited and I need not ship the item back.
A third call to customer service at a flooring company that had supplied me with some tiles proved equally positive. I had some questions before making a purchase and expected an order clerk, but got someone who was, again, knowledgeable, and not only addressed all my questions but pointed me at a way to save some money on my project. Not common in my experience, but quite refreshing.
Now before I get giddy with this onrush of positivity, it isn't yet the norm, but I hope that more companies will pay attention to this idea of putting service back into the equation. In all three cases I encountered folks working for an organization who were clearly hired for their intelligence and that poorly defined yet so important people skill. It was also evident that they had been afforded the training and resources to be effective at their job, and the result was that they went the extra mile to engage with the customer. As novel as that is, the common denominator was that it left me feeling that the company actually cared about my satisfaction. They listened, took action, in short they heard me.
Isn't that what we all want, to be heard? I imagine the representatives at these organizations are valued. It's hard to fake interest if you are treated as a cipher. So companies, take note. These three firms have earned my trust and loyalty. Just like the small technology firm whose product I purchased after months of research. My questions were not about cost, which was modest, but about product safety and suitability Email from the CEO--not a bot, in reply to a general inquiry to customer service spoke volumes about the company he led. And it wasn't a one off, I've since corresponded with him on two more occasions, every email returned within a day or so.
Every time we spend a dollar we are voting as consumers. Voting for quality and service. Sometimes, as in these cases, we are pleased to find that our vote matters--that our business is actually appreciated. I'm going to do my part and try to support those organizations, recommend them to friends and if the opportunity arises I'll do business with them again. It turns out that treating people as valued customers is good business. I wonder if that works in life too? Listening, acknowledging, and trying to help go a long way toward building positive relationships. I think we may be on to something here.
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