It is a topic that comes up often at work, but never mind that right now. I want to talk about service in my backyard. In my living room, on the phone, and wherever I might be. We all want it right? When we go into the store we want the person working in the store to not bug us too much, but be extremely helpful when we are ready for their help. We want to know when we call our bank or credit card company that they will help us with their questions, and make us feel good about the choices we have made to be a patron of their company. They make money off us right? So why should we be made to feel like we owe them?
Here are a couple of recent examples — and by recent, I mean in the last week. There is not enough time in my day to even list out all from the past month. Yes, I am a service addict and I tend to never forget how I was treated by companies. Really, if you think about it, service levels leave a permanent, laser-etched mark in your mind about their brand. You never forget a horrible service experience and you rarely forget an amazing one — if you ever have one.
Anyway, on to the examples:
Redbox: Over the weekend we reserved a movie on the Redbox app. When Chris went to pick it up, the machine did not work, so he went to another kiosk and rented from there – but since we weren’t able to pick up the movie at the kiosk we reserved it at, we needed to let them know so they would not charge us and so they could be alerted to the problem. Now, I do not care about the $1.50 I was charged, but I do care about principle. If everyone that reserved a movie at that machine did not contact them, how much are they making on their customers, and how many customers would they frustrate?
Their response to our email? They’ll give us a “credit” for another movie to use in the next 30 days. Sorry, but I actually paid for two movies, not one. So credit my account for the amount I was charged in error for your faulty machine. I rarely use Redbox and most likely I am not going to remember to use my “credit.” Plus, I might not even have the chance to use it in the next 30 days. Their solution is better for them, but not for the customer.
Contractors: Dating back to last May we have contacted over 30 contractors to do work on our house. Out of the 30+, maybe 5 have actually followed through with the appointment, and 2 of the 5 have given us bids. I know it is a booming housing market and they have all the business they can possibly handle, but do they realize how brand damaging it is? Service = following through with appointments, calling customers back, and providing bids so homeowners can make educated decisions. We cannot do any of that without contractors providing a very easy service. If you are one of the 30 you will never have our business – your brand has already been damaged.
Why oh why is it so hard for companies to see that one of the most important parts of how they communicate with their customers is how they serve them? With there being more and more options available from many different companies, if you can move or change companies or providers and find one that actually understands how to take care of customers, then those are the companies that are going to make it. It is all in the little things and in the details. Follow through, be accountable for problems, and fix them is the brand image customers remember.
What is business casual these days? Last week I spoke at a conference in San Francisco. The dress code was business casual and I had to spend time on the Internet exploring what that really means these days. If you work for a company that does not dress up, what does that mean when you have to take it up a notch? Business casual does not exist for me. Every day is casual. So when you are in a situation where you might be interacting with customers, vendors, clients, or partners what is the true meaning of business casual?
From what I can tell it means no jeans. However, is that really true? With today’s tech world, are jeans still out of the realm of business casual? I barely had an outfit to wear to speak at the conference and I realized I went from working from home for so many years (and basically living in my pajamas and sweats) to my current company which is very laid back. Why should I add outfits to my closet that I will never wear? I know the origins of business casual are probably not much different then “casual Fridays” — a chance to dress down and be more relaxed. In my mind everyday is “casual” Friday. Yet, my terminology for business casual is not in the traditional sense. My version of business casual equates to: “Am I comfortable?”
Yes, I am not a traditional one. Going from my early career where I had to dress nice (and no, I no longer have any of those clothes) to spending almost a decade hoping that I had showered before Chris came home. I would roll out of bed and immediately go to my laptop instead of acting like a normal human and actually getting dressed. Why should I have when I saw practically no one all day? When you spend most of your day as the voice in a grey conference room speakerphone in the middle of a long table 3,000 miles away from your house to now, where I have a lot of work outfit options. I can be comfy and I can dress nice, so what is the 2015 version of business casual? Has it changed too much? Have we evolved and become a more laid back society? Or do lawyers and Wall Street exec’s still dictate the definition of business casual?
Engagement is incredibly important to me. It matters in so many areas of life. Of course you can imagine that I will tell you that engagement matters in my marriage, you better believe it does! Focused conversation, feeling heard, and a give-and-take engaged conversation is what makes for a happy and successful marriage. Without that what is the point? I want to know that I am always paying attention and engaged in Chris’ life, that he is doing the same for me. When it becomes part of your every day, it is not hard, it becomes part of you.
Engaging with others also matters at work. Do you pay attention to your co-workers or employees? Do you listen and engage in their questions and ideas? Or do you come to a meeting with the decision already made and only bring them in so they think you care? When I read Seth Godin’s recent blog: “The hard work of understanding” I thought “Godin gets it right again.” The full excerpt of his post is here, (the bold lines for my own emphasis):
“Sometimes, we’re so eager to have an opinion that we skip the step of working to understand. Why is it the way it is? Why do they believe what they believe? We skip reading the whole thing, because it’s easier to jump to what we assume the writer meant. We skip engaging with customers and stakeholders because it’s quicker to assert we know what they want. We skip doing the math, examining the footnotes, recreating the experiment, because it might not turn out the way we need it to. We better hurry, because the firstest, loudest, angriest opinion might sway the crowd. And of course, it’s so much easier now, because we all own our own media companies.”
It makes me think that when we try to move through our lives so fast, we miss others along the way. We miss engaging with them, connecting with them, we miss understanding them. Instead of going through each day, each meeting, so fast, what if we focused, listened, connected, and engaged with others? I think it is doable, sometimes we just need to stop, breathe, and think about what experience we bring to those around us. Are you with me?