“Few things generate more goodwill and repeat business than being effortless to deal with.” — Matt Watkinson
Customer service is a huge concept regardless of the size of the business. Every entrepreneur or salesperson needs to understand how it works if they want to protect their company, their job, and their brand. This isn’t rocket surgery, people; it’s basic Business 101.
Recently, while waiting for a rather large package from a national shipping company, the customer service “journey,” as one rep called it, was nothing short of disastrous. It started with multiple attempted deliveries that we later discovered were never attempted, and my time for the next three days involved hours of phone calls, live chats, emails, and texts. The company’s name was not the only “F” word mentioned during these three days of frustration, foolishness, and failure. The complete lack of a company to do what it says it will do was staggering, at least to me.
There is a common trope now of being a “Karen.” A Karen is a woman, usually middle-aged and middle-class, who asks to “speak with a manager.” The assumption is that anyone who does this is just being whiny and demanding. During this days-long odyssey of delivery fiascos, someone along the way probably called me a Karen. I don’t care.
The job was to deliver a package. This delivery process was the only way to get this necessary and somewhat pricey item. Not only did that not happen when and how they said it would, but when I called to ask how we could get it resolved, each person I spoke with had a different answer, none of them truthful or accurate. Here’s the thing: When an item has been missing in transit for days, disappearing into the ether of a tracking system, and someone says, “Our system follows every package all the way,” something isn’t right. When I ask about that, you can call me Betty Boop if you want, just fix the problem.
It’s unavoidable. No matter the industry, companies will make mistakes. There will be delays, canceled flights, and supply chain issues. Some are beyond anyone’s control. Maybe that retail employee is dealing with a life crisis and having a bad day. What if a worker calls out sick and they are shorthanded? No one is perfect; we’re all human, and grace can be a gift. But what happens when a customer needs help, and no one from the provider, store, company, or product manufacturer can do anything? Where does the buck stop?
I discovered what doesn’t work, so businesses and customers listen up; here’s what I have learned:
- Don’t lie. This goes for everyone involved in any transaction or process. Don’t say you did something when you didn’t. Don’t say it wasn’t your job when it was. Don’t let your dog leave a puddle in my shoe and tell me it’s raining. None of that will go well. Just ask the rep who said to me, “How should I know where your package is? I’m not psychic.”
- If you agree to something, stick with it, all of it. I agreed to have someone home to sign for a package, and the company agreed to send it on a certain day. I held up my end, even when the day changed, then changed again (and again). Do what you say you will do—in life, in business, in everything.
- Be nice. Did this process make me want to scream a string of profanities at everyone involved? Yes. Did I do that? No. However, I took my wee pug out in the yard for a walk (since I had to be home) and vented to her about how ticked off I was. She agrees with me, by the way. She sat vigil at the window for three days, waiting to howl her fool head off at any impending arrivals.
- There is always at least one person involved who did something right. Find that person and make sure they know they are appreciated. Shout out to Mateus, the only person in this process who knew what to do and did it. I let his supervisor know how much it meant.
Customer service hiccups are a fact of life; they will happen. Take care with the people you deal with, but don’t take any crap from anyone either. It’s a delicate balance, and we don’t always get it right. Be straight with people, do your best, and don’t be ugly about it. It really is that simple.
Brenda Kelley Kim has lived in Marblehead for 50 years and is an author, freelance writer, and mother of three. Her column appears weekly.
