4 min read
I was in a mood this morning. I did record a video about it for you, while I was walking, but the gods of sound weren't having it. The mic cut out, constantly. I should get a new phone, the XR has never worked right. C'est la vie. Moving on.
So, here's what happened:
I signed up to become a seller of a bath and body brand that I love. It's an MLM thing, I know you know. "Why not," I figured. I LOVE the stuff.
I read up, and all I had to do was click this and send that and I'd be good.
However, they tried something new. Relentless phone calls all week. I had to verify my identity if I wanted to proceed. I finally got around to checking my messages and they had deactivated my account.
Their customer service team would be offline the day that I wanted to correspond via email.... this was strange and unprofessional. I looked into my service rep and there was a filtered photo of a child with bear ears talking to me with typos.
Assuming I was punk'd or that this was some sort of spam racket, I bowed out. Strangest customer service experience I'd ever had.
"You have to talk with us on our terms or not at all..."
Usually, since I've been alive, service was always about the customer or client. So, as someone who's worked in the field since I was a teenager... I was disenchanted.
Also, of note, I had just received a congratulatory email for being a valued member of the team!
At this point, I am confused. This is the epitome of mixed messaging, if this were me and a fella, I'd lose his number by now. But this is a business.
Here are the things I'm thinking about:
I found the whole thing odd. I thought it was a joke, because where I come from and how I work that's not how it's done. Kindness makes sense. I'd always wanted to make everyone feel at home, like they belong, and that they should always, always come back - if they wanted to.
And today's customer service - and not in all cases, but many - falls so short. There's an air of entitlement. I'll get to it when I see fit. I'll respond when I choose to. You're just a number to hit on my form. I'm not working that hard, today. This is just a job.
And I wonder if these companies know about the level of service and how much better it could be. And I wonder if these younger generations are being trained in the ways of "the customer is always right," and "service with a smile," and "my job is to make your experience great." How as customer service workers, they are the front door, the foyer, the welcoming center for all guests and clients. They represent an entire firm, company, business, or brand.
Playing hard to get with a client is just bad business, it seems. Granted, I've been in the nonprofit sector for a long, long time now, and it's different in many ways. But at the core, it's the same. Service, in all forms, is about people. Sales is about people.
I feel like I've just left the Twilight Zone. And I'm not put-out or distressed about it, but questions come up, as they do... like how are we training these people? Your brand, your name, your reputation and success are really only as good as your customer care workers. And if they don't care about their customers, they don't really care about your business, either. Fun fact.
Consumers will build generational brand loyalty with a line of cars... if they receive great customer service with just one first purchase. Buying a car is a big deal, and if they feel safe, heard, respected, they'll come back. Their kids will often be back, too.
Kindness is not just about being nice, although it should just be inherent in people... but it's also about strategy. It just makes sense to build relationships with people that you want to come back.
Happy people stick around. Just as happy and well-trained workers...stick around and work harder for you.
Is this a generational thing? Or...did I wake up in the wrong universe again?
Going to my garden, now... xoxo