Here was my comment about his post. It's a bit philosophical, and I certainly don't have all the answers, but it's something I think we should dialog about.
***
Other than twittering, I'm doing all the things you mentioned. (I tried Twitter, but having everyone know what I'm doing all the time tripped me up.) Here's my conundrum:
When we lived in France, there was absolutely no such thing as customer service. If you walked into a store, trying to exchange something, you couldn't. And you were met with an angry look.
Many times, I'd say something like, "Well, I will never come back to your store then."
"Fine. I don't care," was often the response.
So you can imagine my joy when I returned to America, the land of customer service. Suddenly people followed me around in The Gap, asking if I needed anything. Folks bent over backwards to make me happy. And, oddly, it made me feel uncomfortable too.
I wonder (and maybe this is controversial) whether customer service can be construed as feeding our hedonism? Pushing us to more and more selfishness? Reinforcing a demanding spirit?
Of course, we should treat others the way we want to be treated. And I certainly didn't relish being scoffed at in France. But, truly, is it good for me for people to fawn over my needs all the time?
In France I learned how to weather disappointment better. I learned how to exist in frustration without blowing up. I learned patience. And now that I'm back in the states, I'm finding myself slide back into impatience and anger, giving in to a demanding spirit.
Sure, I love customer service. Absolutely. And I strive, as an author and book mentor, to serve people well. But I wonder if there's some sort of hedonistic line we cross when it's always about making people happy about us and our product. Maybe it's not a businessy way of thinking.
Other than twittering, I'm doing all the things you mentioned. (I tried Twitter, but having everyone know what I'm doing all the time tripped me up.) Here's my conundrum:
When we lived in France, there was absolutely no such thing as customer service. If you walked into a store, trying to exchange something, you couldn't. And you were met with an angry look.
Many times, I'd say something like, "Well, I will never come back to your store then."
"Fine. I don't care," was often the response.
So you can imagine my joy when I returned to America, the land of customer service. Suddenly people followed me around in The Gap, asking if I needed anything. Folks bent over backwards to make me happy. And, oddly, it made me feel uncomfortable too.
I wonder (and maybe this is controversial) whether customer service can be construed as feeding our hedonism? Pushing us to more and more selfishness? Reinforcing a demanding spirit?
Of course, we should treat others the way we want to be treated. And I certainly didn't relish being scoffed at in France. But, truly, is it good for me for people to fawn over my needs all the time?
In France I learned how to weather disappointment better. I learned how to exist in frustration without blowing up. I learned patience. And now that I'm back in the states, I'm finding myself slide back into impatience and anger, giving in to a demanding spirit.
Sure, I love customer service. Absolutely. And I strive, as an author and book mentor, to serve people well. But I wonder if there's some sort of hedonistic line we cross when it's always about making people happy about us and our product. Maybe it's not a businessy way of thinking.
I'm curious what your thoughts are.
10 comments:
Hm. Very interesting thoughts here. My off-the-cuff thoughts are yes, we OUGHT to provide good customer service, as much as possible. (Probably as Christian though, our goal ought to be something a little higher than just making people happy.) However, I think, especially as those who follow Christ, the burden is us to keep our expectations reasonable, bound up in humility and meekness and all that good stuff. If we GET great service, what a bonus. If not - an opportunity, like you experienced in France, to grow and be transformed.
P.S. I'm IN customer service - LOL! so I am naturally more sensitive when the shoe is on the other foot. It's so easy for me to think about how I deserve to be treated and yet I know it's not about me.
I definitely think it feeds our selfish nature, but not only that, I think we desire customer service so much because we are self-focused. You have often quoted Randy Alcorn telling you to be a servant in everything. I held on to that.
I do not like the pediatrician office we take our babies to. The doctors are great, but the nurses and the receptionists are so rude. They laugh and talk to each other while I'm no the phone with them. They say the meanest things to me and treat me like I'm five. And they pretty much act like they hate their job and can't wait to leave.
When George was born and considered switching pediatricians. Until I realized how self-focused I am. Always looking for great customer service, and not looking to be a servant to them.
So, i've decided that sticking through the toughies and not getting an attitude back is being an example and light of Christ... and wherever customer service is poor we as Christians have an opportunity to shine our lights by loving anyway.
When we get a snide remark, we respond in love, and Christ is glorified.
That can't happen if we're always looking to be served. At least that's how I see it.
I wonder, like you said, if we would be crossing the line as authors by trying to please people all of the time...
I think the more we focus on God and the less we focus on ourselves, the more people will like us anyway. But I dont know... this "businessy" stuff can be pretty hedonistic in general, and I don't know if we can be a successful author without it.... but who knows, God is bigger than the industry.
Am I rambling? I'm rambling. You can tell I don't get out much anymore. :o)
Mary,
Since your readers may not read my response to your comment on my blog, I hope you don't mind me re-posting it here:
You raise a really interesting point. I'm no historian, but I think that customer service, like chivalry, is rooted in the Gospel of Jesus Christ and the Golden Rule.
As a Christian, I believe my obligation to provide excellent customer service flows out of the example of Christ, who did not come to be served, but to serve, and to give His life a ransom for many” (Mark 10:45). At Thomas Nelson, serving others is our second core value.
As a customer, I don't demand excellent customer service. I simply don't want to be high maintenance. But I do try to recognize it when I get it and go out of my way to express appreciation.
And, of course, sometimes people are just having a bad day. I think we have to make allowances for that.
But at the end of the day, the social fabric is richer and more valuable when everyone assumes the posture of a servant and treats others with respect and kindness.
Thanks,
Mike
Thanks, Mike. I was going to post it here too. The day got away from me.
Mary
And here was my response back:
Mike,
Servanthood is the key, isn't it? I like what you said. I didn't mean to draw conclusions, but simply wrestled with my own need to be treated well and what that meant for my soul.
Thanks again for an interesting post,
Mary
You mentioned how some customer service made you uncomfortable. On a personal level, I like help readily available if I need it. However, I don't want salespeople hovering over me and trying to influence my decisions.
Having worked in a retail situation years ago, some of this excessive assistance relates to what is euphemistically called, "loss prevention." Shoplifting is common, so stores use every means at their disposal to keep an eye on the customer and the merchandise.
I agree with Mike. The whole Golden Rule principle applies. I'm not looking for someone to cater to my every whim. Polite, friendly service is sufficient.
Great discussion.
Blessings,
Susan :)
Hi Mary -
I experienced that same "who cares" attitude in Russia. One of my Russian friends explained that it was an attitude from Soviet times. Everyone had a job and so no incentive existed to please anyone, to perform, or even to make sales. In Russia's transition to capitalism, the idea of paying attention to customers is catching on, sort of.
So when I'm there, I lower my expectations. I try not to count on receiving attention so I'm not disappointed or angry. Yes, it's a position of humility. Perhaps God is sending me into that store to "help" them in some way...to bring Christ in me into their otherwise hopeless world. I can smile even if they can't. I can be polite, even if they aren't. Often the mood changes because Jesus is there.
I really like what george weiss said "So, i've decided that sticking through the toughies and not getting an attitude back is being an example and light of Christ... and wherever customer service is poor we as Christians have an opportunity to shine our lights by loving anyway.
When we get a snide remark, we respond in love, and Christ is glorified.
That can't happen if we're always looking to be served. At least that's how I see it."
How can we be salt and light in a world that lives in darkness if we only think about our comfort and how we can best preserve it?
I have pondered a lot about customer service as I now live in Germany where it is non-existent and the way of the culture, to me as an American, is quite rude in public. I.e. pushing people out of your way when walking on the sidewalk and when they bump into you looking as if it was your fault because were standing in THEIR way even though there is four feet of sidewalk on the other side of you :).
Customer service is non-existent and people actually push you through the check out line with their buggies if you take too long or are simply waiting, as if it will solve the problem....
My thoughts on this subject of customer service:
1) In the USA I think we abuse our privilege of customer service and it feeds the lie that we deserve to be served in whatever manner we see fit. This plays itself out in screaming at the poor waitress/cashier/customer service personel when you don't get your way. Throwing your low-fat, two sugars in the raw, 160 degrees, tall caramel machiato at the poor barista who has already made it for you 5 times and you still don't think it is good enough. Or how about being able to return whatever you want to the store. Have you seen some of the stuff people return to Wal-Mart???
2) Customer service could be a way to bless people. I was a waitress for way too long, but many people came into the last restaurant I worked at (Buca di Beppo) because it had great customer service. I was able to get to know people because I remembered exactly what they wanted because they ordered it every time or I would go and make their weird request in the back myself. I felt like I was able to share Christ's love to these people by giving them great service. I actually got to know a lot of people because of this and they would request my section and we would chat for hours and I was able to share in moments of their lives that I never would have been able to before if I just saw them as another customer whom I had to bend over and kiss there rears. Then again, maybe this has to do with how we see people in an eternal perspective....
That being said, this is an interesting topic and I do think it raises many questions that we Americans don't think about enough. Because of our customer service oriented culture, we do tend to think all of life should cater to our way and like a three year, when we don't get our way we are going to make somebody pay. How dare they insult ME!
Are we willing to live with the idea that maybe people will spit in our face all of our life, but it's okay because we aren't looking to people to satisfy our needs, only Jesus? From this can we respond in love and not evil?
I digress. There was a point somewhere :)....
I'm jumping into the conversation late, but I wanted to add my two cents.
Coming from a marketing background of 20+ years, customer service has always been a non-negotiable and often a key point of differentiation among similar competitors. Your viewpoint is an interesting approach I hadn't considered.
There is absolutely no doubt customer service is abused by people who try to push companies' willingness way past the point of fairness. (Which is probably why stores like Target have greatly tightened their return policies in recent years.) Often customers demand to be treated like the kings and queens they feel they are. Just the other day I witnessed an older couple make a scene by berating a waitress because a gift card couldn't be accepted. (I don't know why.) Their tone was so accusatory and condescending that if they ended up getting their way it's because they bullied the staff so much.
Good customer service grows out of respect for and appreciation of the customer.
Will people abuse it? Will they continue to think their needs are more important than anyone else's? Will they throw embarrassing temper tantrums to rival a toddlers' because they don't get their way? Yes.
That doesn't mean customer-service isn't important and doesn't work. Respect is key in relationships. It's the right thing to do. Especially from a Christian perspective: customer service can be a wonderful way to dispense grace.
This may sound odd, but I think pleasing others (customer service) is something that we should strive to do for others, but it is not something we should expect from others.
It is so easy to judge people based on what I would do. If someone does something rude that I would have done myself, it is justified because I understand. If they do something to me that I would "never" do, they are horrible people because they dared not to show me the respect I would have shown them.
We should all jump at the chance to serve others, but we should not expect it of others. Expecting it from others tempts us to judge them when they don't meet our expectations.
May God be with us all as we seek to serve others without sacrificing our own morals.
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