Yes please! I love this........I worked at The Emily Post Institute for 17 years. A company based on etiquette & manners. The definition of etiquette? A set of guidelines based on 3 principles: honesty, respect & consideration. If you don't know the guideline for any given situation, think about the principles & you will make the right decision. We did 7-figures of revenue in business etiquette seminars based on those 2 sentences.
The brand is 103 years old! Emily Post was a total bad ass. Her first Etiquette book launched in 1922. She was the first woman to have a nationally syndicated radio show AND newspaper column......
Couldn’t agree more. Customer service teams should also assume the customer is doing everything right. It can be pretty insidious when they assume the customer is in the wrong to start every interaction
As a longtime "Customer Success Manager", this 100% resonates with me. I truly believe that "Smooth Delivery" is the key ingredient to (a) initially land customers and then (b) convert them into repeat customers. And to your point, the human element is just so crucial. I'm not saying implementing AI/chat bots is bad, but the escalation and triage process certainly needs to have a human in the mix -- sooner rather than later in the chain.
It's the truth, and although this unfriendly approach to customers is nothing new, it's good to be aware of it.
Most people think that self-service checkouts in stores are there for their convenience, but in reality, they reduce the store's workload and generate financial value for the company.
Unreal. It’s simply astounding as to how some of these companies think. I’ve been in business for 2 decades and regardless of what’s going on in the world - AI, a recession, tariffs, financial meltdown, bubbles bursting, inflation….whatever….being easy to do business with remains one of the most underrated and important competitive advantages.
Boom!! 💥 I love the framing, you're totally right they're making US work to solve a problem that THEY should be resolving (especially if you're literally trying to give them money). I'll remember this post as I (hopefully!) scale!
My mom has always gone by the philosophy of "there's always a third option." Customer service will often say we can do "A" or "B", but never present a "C."
What also comes to mind is Bob Farrell's "Give 'Em The Pickle" philosophy.
Another thought, it's such a missed opportunity to build customer loyalty. I often give companies a pass if their website/app/checkout is a little buggy or clunky. But if they make it right smoothly once I flag it out, that genuinely makes me appreciate and trust the company so much more! I end up more satisfied than if nothing had gone wrong in the first place!
Absolutely! And then you're lucky if you even get an answer in under 2 years. I'm so happy when I find a good customer service that I stay with them for many years. I even want to buy more things because I'm so grateful and want to thank them 😂
I believe customer service is an EXTREMELY important part of a business. I don't understand why it's neglected and underestimated so much.
And this makes me also wonder if AI customer service (like AI bots) aren't making things even worse?
Yes please! I love this........I worked at The Emily Post Institute for 17 years. A company based on etiquette & manners. The definition of etiquette? A set of guidelines based on 3 principles: honesty, respect & consideration. If you don't know the guideline for any given situation, think about the principles & you will make the right decision. We did 7-figures of revenue in business etiquette seminars based on those 2 sentences.
Damn. That's a heckuva business!
The brand is 103 years old! Emily Post was a total bad ass. Her first Etiquette book launched in 1922. She was the first woman to have a nationally syndicated radio show AND newspaper column......
OMG. This. I’ve actually abandoned things I really needed for just this reason.
Same. I’ve literally put $1,000 items in my cart and then left because I couldn’t get any help.
Couldn’t agree more. Customer service teams should also assume the customer is doing everything right. It can be pretty insidious when they assume the customer is in the wrong to start every interaction
Bingo. Treating customers like they're idiots is not a good start.
As a longtime "Customer Success Manager", this 100% resonates with me. I truly believe that "Smooth Delivery" is the key ingredient to (a) initially land customers and then (b) convert them into repeat customers. And to your point, the human element is just so crucial. I'm not saying implementing AI/chat bots is bad, but the escalation and triage process certainly needs to have a human in the mix -- sooner rather than later in the chain.
Exactly. Nothing wrong with AI chatbots. Just don't design a service that requires customers to do most of the heavy lifting.
It's the truth, and although this unfriendly approach to customers is nothing new, it's good to be aware of it.
Most people think that self-service checkouts in stores are there for their convenience, but in reality, they reduce the store's workload and generate financial value for the company.
For sure. I love a good self-checkout.
Unreal. It’s simply astounding as to how some of these companies think. I’ve been in business for 2 decades and regardless of what’s going on in the world - AI, a recession, tariffs, financial meltdown, bubbles bursting, inflation….whatever….being easy to do business with remains one of the most underrated and important competitive advantages.
Removing friction from customer happiness is rule #1.
Preach 🙌
Thank you :)
Boom!! 💥 I love the framing, you're totally right they're making US work to solve a problem that THEY should be resolving (especially if you're literally trying to give them money). I'll remember this post as I (hopefully!) scale!
Thank you, Noemie!
Boom.💥
Ha - this reminds me of a couple things:
My mom has always gone by the philosophy of "there's always a third option." Customer service will often say we can do "A" or "B", but never present a "C."
What also comes to mind is Bob Farrell's "Give 'Em The Pickle" philosophy.
I don't know that one. I'll look it up!
Hey Justin, thanks for what you do. I’m also trying to help people but my focus is to write for those who have no voice. @Elizabeth Woods
That's great!
💯
Bravo
Thanks.
So, sooo right!
Thank you.
Another thought, it's such a missed opportunity to build customer loyalty. I often give companies a pass if their website/app/checkout is a little buggy or clunky. But if they make it right smoothly once I flag it out, that genuinely makes me appreciate and trust the company so much more! I end up more satisfied than if nothing had gone wrong in the first place!
Absolutely! And then you're lucky if you even get an answer in under 2 years. I'm so happy when I find a good customer service that I stay with them for many years. I even want to buy more things because I'm so grateful and want to thank them 😂
I believe customer service is an EXTREMELY important part of a business. I don't understand why it's neglected and underestimated so much.
And this makes me also wonder if AI customer service (like AI bots) aren't making things even worse?