My Best Customer Service Story Of 2021
Tis the season to share your good stuff.
And I’ve got a story so good a colleague thought I had to be making it up. But I’m not.
It’s a new world out there and it’s not all bad…
When you call Citibank, wait l8 minutes to be connected to an agent and finally hear two real roosters answer. “COCK-A-DOODLE-DOO!”
You’ve got me for life.
Next, an agent, Elena politely asked for the last four numbers of my social. She gave me the information I needed. “Is there anything else I can help you with today?”
Yes. Can you tell me are those real roosters?
Yes! Their names were Chi Chi and Cha Cha. Out in back on Elena’s little farm halfway around the world.
Coincidentally, that next morning, I had to take or pass on a 3-month rental in a house that came complete with a rooster in their yard.
How early did and C and C wake up? I wanted to know. And do they ever sleep in. Apparently not.
For me it was still an experience of delight and serendipity.
I could get every answer I needed beyond my banking expectation. What are the banking odds?
And that I could have some fun. And so could Elena.
Clearly, someone else may have gotten Chi-Chi and Cha Cha on their line and not have been so amused.
You can’t do customer service research to position for the demographic of people who are delighted by roosters.
You can’t guess how people will respond to your business story.
But I have yet to work with one business that hasn’t benefitted greatly from mustering the courage to give their audience some delight. (And this includes a cemetery.)
Give me what I need and want. And what I need is a good surprise. Always.
We live in a world where lazy customer service does its market research according to what I call the “child on the slide syndrome.”
A minute after service they’re emailing you for your approval. ‘Did you see me, Mommy?” Like a child coming down the slide. “Wasn’t I good Mommy?” “Now watch me do it again.”
Your Mother had no other responsible choice but to keep her eye out on you. But customers are not your parents.
Give me a delightful surprise, like a rooster or the Cracker Jacks prize bonus that came in every box when I was a kid. And has for over 125 years.
And you’ll have me and them through 2022.
I just know it.
Happy Holiday Shopping Season to all.
Love, Leah