Mutter

As a customer service professional I’ve seen a lot.  Anything from valid complaints/concerns to downright crazy (such as the time a customer mailed her bra to the company swearing that the baggage handlers at an airport in the Midwest were all guerilla fighters for the CIA. Her bra was proof).

If I’ve learned anything over the years its two things; one: Customers just want to be heard and acknowledged.  And two: customer service representatives just want to help but can’t always give you exactly what you want.

We’ve all had bad experiences with customer service.  But we’ve all also had good ones.  SO why isn’t there more consistency?  I believe it lies with how the company in question values not only their customers but more importantly their employees.  If you want your employees to care you have to show YOU care.

I’m an observer, a listener, someone people know they can come to.  That is just a part of who I am. I’ve always had this gift so it makes me a natural in customer service (and other fields but that’s not what this is about).  I’m the employee you want. I actually believe in the product my company sells. I believe and do my best to live by my company’s values and mission statement.   I don’t expect to get a paycheck for doing less than my absolute best. I do expect that my employer acknowledge that my job, although I entered into it voluntarily, is a difficult one and show a little appreciation once in a while.  I am disappointed often.

One of the most disheartening things I ever heard a manager say was “Well if they don’t like the way we do things there are hundreds of other people out there who need jobs that will”. Wow. Thanks for telling us how valued we are. That really makes us want to pour our hearts and souls into the job.  Way to motivate, you jerk.

Companies with the highest customer service ratings tend to be those companies that place actual value on their employees.  It’s a pretty simple equation. Happy Employee = Happy Customers.  Not always, there are always going to be one offs. But if it’s that simple why aren’t more companies doing it? That’s a relatively easy question to answer. They’ve either forgotten how or never knew how in the first place, or, more likely, because it costs too much money.

No company will ever pay you what you feel your efforts are worth. It’s a hard truth my friend but a truth none the less. Most companies pay their employees for what they think the job results are worth. The less an employee is paid for customer service, the lower your customer service rating will be.  Period. You will never convince me otherwise.

There is no company in the world that isn’t numbers driven. Companies want higher sales, higher margins, higher everything. That isn’t a bad thing wanting to be the best. No company starts up with the dream of doing their absolute worst for their customers and employees.  But far too many companies have lost sight of the people who make those numbers happen or worse just don’t care.

A few years ago my co-workers and I were given a book called “FISH! Philosophy”. We were given a brief, skeptical, explanation of what the book was about and then asked to read the book for discussion at a later date. I was not excited, more angry and bothered that I had to do this on my own time.  Then I read the book.  

All of a sudden I was excited about work again. I knew that the practices I read about in this book would fit like a glove in my work place. I had visions of excited employees and satisfied customers.  Every day I would do what I could to put these practices into place knowing the secret that in just a few short weeks the entire company was going to be doing this. I was so PUMPED!

The “FISH! Philosophy” video was shown to the entire company.  The employees, just like I had been, were skeptical but willing to give it a try.

But…

The discussions never came.

The practices were never implemented.  Promises of a new day were broken.

All that energy, excitement and re-commitment I felt were trampled.  I was truly heart sick because I knew that this could work. Instead I was ridiculed. I was looked down upon because I had the audacity to hope things could get better not only for me but for my co-workers and ultimately my customers. It was one of the lowest points in my working life. 

I felt embarrassed that I had fallen so blindly into the trap. I was hurt to know that my natural optimism was so viciously attacked.  I was ashamed that I could be bought so cheaply.  I was angry that my employer didn’t even TRY to make it work.  I mean if you try and fail that’s one thing but to give up without trying is as foreign to me as peanut butter slathered over pepperoni pizza! The whole experience was worse than when I was 9 years old and found out that Santa wasn’t real. I mean I’d seen the hoof prints in the snow for goodness sakes!   I’m still a little bitter and don’t think will ever fully recover.  I want to though.

It is my belief that most employees want to do a good job and actually care about their customers.  There will always be those employees who only show up physically so they can earn a paycheck.  What I mean by “showing up physically” is just that. They are there in body but not mind or spirit.  The unfortunate thing about that is that I will be judged by my customer based on his or her experience with that bozo.  Super.

One thing I’ve experienced a lot of lately is customers asking if I’m American. I am so utterly offended by this question that it staggers me every time. For some reason many people believe that in order to offer excellent service you must be a citizen of the United States.  Some of the best customer service I’ve ever received has been from off shore representatives. That isn’t to say I haven’t had great service from my fellow Americans because I have. But come on, really?! Good customer service doesn’t happen based upon where you’re from.  Good customer service is derived from employees who want and are encouraged to do a good job based upon how the company perceives them.  That leads me back to my point that if you want your employees to provide excellent customer service show them you care. 

Another manager one time said that employees have to do a good job because that’s what they’re paid to do. Um, no.  You pay employees because slavery is illegal, douchebag. Don’t pretend you’re doing me a favor by paying me.  It’s the law you jackass.   


Show me you care by giving me an “Atta Girl” or “Atta Boy” once in a while. Stop by my desk and say “Thank you” out of the blue. Let me know that I’m valued by sending me an email once in a while that says just that.  “I value the work you do every day”, “I appreciate your positive attitude”, or “Our company is so fortunate to have you”.  But remember, the key is sincerity. Don’t say it, write it, or type it if you don’t mean it.  Get in the habit of doing this occasionally and your employees will bend over backwards to do a good job.  Make the accolades both public and private. (Be careful about the private ones. Don’t be weird or HR will summon you for even the most innocent of comments.)  Hand written notes are awesome.  Try it. I bet you see a change in your employees.

So where is the Customer in all of this? I have to say that despite a few less than stellar experiences in my line of work, I do love it.  I find customer service challenging. I have to do my best to appease my customer within very specific policies and/or guidelines. Can I always make the customer happy? Nope. Can I always follow my company’s policies?  Nope. The key to providing good customer service is to know when to step out of bounds.  Sometimes it’s the best solution.  Problem solving it FUN!

So friends and customers alike, I leave you with this…

Dear Customer,

Yes, I do care. No, I am not stupid. Yes, I am proud to work for a company that made a lot of money last year (although that’s not why I’m proud).  No, the customer isn’t always right despite what you were taught. Yes, I sleep very well. No, I am not ashamed of the fact that I know more about your computer than you do. Yes, I am an American (not that it matters.) No, I do not think YOU are stupid, a little silly maybe, ignorant (look that word up, it’s not a slam) sometimes, want/expect too much for too little occasionally. Yes, you deserve to be treated well. No, I cannot teach you how to read.  Yes, I can read.  No, I cannot give you all of your money back because although you can read, you didn’t. Yes, I know it’s unfair.  No, I can’t.  I am a human being, why are you cursing and screaming at me? Yes, I want to help. No, I can’t always do so but it isn’t because I don’t care. No, my company doesn’t care any more about me than it does you but that doesn’t mean I’ve given up.

Yes.

 No.

 Maybe.

 No.

 Yes.

Love, Customer Service