I Tried to be a Customer Service Superman. It Didn't Work.
I wanted to be a hero to my client, but hidden motives and poor communication will always trump extraordinary customer service. I guess I'm not quite ready for the cape yet.
We’ve heard it a million times…
“The customer is always right.”
This adage is often misconstrued as a mandate for unconditional compliance. In reality, it underscores the value of customer-centricity. By truly listening to customers, businesses can uncover valuable insights, build loyalty, and drive innovation.
While some critics misinterpret 'the customer is always right' as a license for unreasonable demands, the phrase actually emphasizes the importance of active listening and understanding customer needs.
It's a call for businesses to prioritize customer feedback and build stronger relationships.
So, when things go wrong, we are supposed to rise up and make things right.
But what are the limits?
Truth, Justice and the American Way
For a few months last spring, one of my business networking groups was really struggling.
They lost their group leader, meeting location, and desire to help each other.
I thought, “This looks like a job for Superman!”
I reached out to the most disgruntled members and asked what I could do to fix the many issues.
One member was particularly critical.
“What’s wrong? Everything!” she snapped at me.
“We need new group leaders!”
“I want the meetings more structured!”
“And you have to go back to our old location!”
Ok, time to find a phone booth and make my transformation.
Up, up and away!
I moved quickly and with resolve.
My efforts to fix the situation moved faster than a speeding bullet, were more powerful than a locomotive, and I felt I was able to leap tall buildings in a single bound.
In a nutshell, I was able to bring back our prior group leaders that everyone loved, secured our previous meeting location, and locked-down the meeting structure.
I know there is no such thing as a perfect outcome, but this sure felt like it.
It's a bird, it's a plane, it's …
A failure.
After I spent several weeks and countless hours making sure I met every one of the disgruntled member’s needs, I confidently sent her an email beaming of my results.
Her response?
Huh?
Her response was a quick change of the subject and a deflection of the current issues.
The more I thought about it, the more confused and angry I became with her response.
First, as a courtesy, I would sometimes email members a “special invite” to our networking events to make them feel extra special and wanted.
I never imagined it would be used against me.
Second, there was no meeting. She wrote the wrong date on her calendar.
Third, she never addressed or even acknowledged the effort that was made for her with her previous complaints.
She quit the group.
The “customer service” superman failed.
The Takeaway
The problem is not always the problem.
A few of the members stated they believed she may have been having personal issues or money problems.
I didn’t know.
I didn’t ask.
There is sometimes a fine line between getting involved with personal versus professional matters.
A line that I didn’t want to cross.
So, how did this experience change my business approach?
Would I have done things differently?
Maybe, but I don’t think so.
First, the “customer is always right” philosophy is an important aspect of customer service, but it was not applicable in every situation.
While it’s essential to prioritize the customer’s satisfaction, it’s also important to stay on course and strive to reconcile customer expectations with your fundamental beliefs and standards.
Second, I believe a company's success hinges on its ability to harmonize customer centricity with its foundational values.
At the end of the day, you need to ask yourself “did I do everything within reason to fix this situation?”
If so, you can rest easy.
After all, no one can make everyone happy.
Not even Superman.
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