It's All in the Details

It is the littlest of things that can make the biggest of differences. I find this to be true in almost any aspect of living this quiet little life of mine.

Customer service can make or break a company's reputation. I love spreading good customer service stories and they linger in my consciousness long after the moment has past. One good experience buys customer loyalty, good word-of-mouth advertising (the best form of advertising in my humble opinion) and it simply feels good to be on the receiving end of an experience where you have been treated with kindness.

It is that simple.

On the other hand, I have had a few situations lately which left a sour taste in my mouth. In both cases, I followed up and spoke with a different employee after I slept on my thoughts and woke up feeling like I had a worthy complaint. 

My intent was to #1 - find out if my concerns were valid and #2 - voice my experience in the hope that an issue may be addressed and may prevent this from happening to others.

As frustrating as it was, I tried to put myself in the other guy's shoes. Did I have a tone in my voice that could have been taken as confrontational? Did I phrase my words properly so I was understood? Was it me? Or could the other guy have been having an off day? 

I worked in a customer service industry for decades. I feel like one of my strongest traits in that job was providing good customer service. I could handle complaints in a manner which left me feeling I had done the best I could with the situation at hand. 

There was one disclaimer though. As long as the person was not complaining about ME, I could take a step back, be unbiased, listen and attempt to resolve the problem. If the complaint WAS about me, I immediately felt like I was being attacked, my defenses went up and I felt an irrational amount of guilt. My actions were emotion based instead of service based. 

Acting and speaking when emotion is driving the car is rarely a good thing. Perhaps that is why, even as the customer, I don't REact. I try to give myself time and space and ACT when my head is a little clearer and my emotions are in the back seat.

So very many of my experiences are positive ones yet it is the emotion driving the negative ones that give them so much power. 

I cannot end this post on a negative note such as this. Let me tell you some excellent customer service stories:

• My friendly, neighborhood mechanic who treats me so well. I take my car to him in sickness and in health and he always treats my concerns as well as he treats my car. Kudos to those who take care of the people behind their problems!
• Costco, whose customer service team went above and beyond the call of duty. They listened to my story (and my stories are rarely short!), empathized with my situation and did everything in their power to resolve it. I walked out to the store thinking "That company must treat their employees well and it has trickled down to excellent customer service!"
• The employee at our home security company who was the unlucky soul to be on the receiving end of my call. I had been trying to get through to this company for days. There is nothing more disconcerting than being unable to speak to someone who is handling your home's security (then again, I had been calling an old contact number so I was also to blame). By the time I reached this poor girl, bright and early one morning, my one question had morphed into about six PLUS the emotion behind my frustration was evident. I apologized to her and said I was sorry - probably her very first call of the day and I was bombarding her with questions of all kinds - and she was handling it so well. She just laughed and said, "You're so funny ..." and added a comment which made me feel she appreciated the acknowledgement. Employees who are on the other end of a telephone line have a thankless job at times - people aren't as kind when they can't see who they are talking with. It's a tough job. I appreciate those who can do it so well!
• A Sobey's grocery cashier, who sees hundreds upon hundreds of customers throughout the day/week, who acknowledged and recognized me as a regular customer, "You come in here all the time!". And I am only there once a week or less. Hooray to those who work tirelessly and still take time to notice the little things!
• Almost all those who worked on our home this year (there was one snarky shingle installer who soured the experience a bit). I was treated with courtesy, respect, kindness and good humor. Even when I voiced a negative concern, I was treated positively and (except for the above noted case) the situation was resolved. Some of the best customer service is recognized by overcoming customer objections. I am grateful to all who listen and look after the little things to do the job right!
• A waitress who was called in to work on her night off and had let down her family as she was required to work at the last minute. We only found out about this because out of the blue, she simply apologized to us and went on to serve another table. When she came back, we asked her why she was sorry and she quickly explained. She introduced herself to us when we sat down and I actually remembered her name. She beamed like a ray of sunshine when she realized this and responded, "Thank you! For making me feel seen!" 

We all need to feel "seen". In good times and in bad. On the receiving end and providing customer service. The smallest of things can make the biggest difference. It's all in the details.

You just don't know what is going on in another person's life. Simple kindnesses go such a long way. I would like to end this post using Ellen Degeneres' catch phrase, "Be kind to one another!"