• Mary Ann "Skipper"
  • 2006
  • 0

Last week I had to make the dreaded call for technical support on my 30-day old printer. I became anxious anticipating the time and energy this project would consume.

We’ve all been there. You go through five options and press the one you want, only to have it loop back to the original recording. You have an attitude as you shout “no” at the voice mail prompts. You feel helpless, angry, out of control and as though no one is listening to you. In short, you act like a 5-year old— just the way the technology service people are trained to treat you.

Contrast this expectation of poor service with places like Nordstrom or Trader Joes. Trader Joes will open an extra cashier line when too many people are waiting. They also stock their shelves based on customer feedback, rather than their buyers’ desires.

My experience raises two points both for an organization and individual:

  1. How do you serve customers?
  2. What is the image or reputation you convey?

If others come to or leave your office or phone call with a sense of dread then rethink how you interact with them

People want to feel heard, connected with and as if they matter. When you treat them as such they won’t feel like they are in kindergarten or in the Bermuda Triangle.