Do you feel better whenÂ “Reservations” emails your hotel confirmation, orÂ “Freya atÂ Babington House“?
Do you feel better when the agent goes off script and says, “yah I hate it when that happens. Let me see what can be done,” OR, slowly, and much-too-long-windededly, says, “I’m sorry you had that inconvenience today. Let me go through the options on the menu that may help in resolving this issue. Would you mind if I placed you on hold while I review the materials (that I should already have memorized)?.” No one talks like this. Why does Customer Service?
YesÂ I mind.
I mindÂ that you can’t even talk to me without reading prompts.
I mindÂ that you don’t sound like you’ve ever seen my problem before.
I mindÂ that I can’t ask anyone there a real question without an answer that is pre-rehearsed, pre-recorded, pre-dehumanizedâ€¦
Have all the policies you want – but package them with flesh and a beating heart, please.
Thank you One Fine Stay for being original. And flexible. And generous. Your policy said no. You said yes.
Thank you flight attendant Rob on the Jet Blue LAX – BOS route for being hilarious – we were patientÂ becauseÂ of you.
Thank you Tolbot Inn manager Dan who offered to call a friend at a hotel in another city to see if we could stow our bags while we toured for two hours. We didn’t need it. But you offered. And that was money in the bank.
ThanksÂ Brittish AirwaysÂ for making a miracle happen atÂ 7amÂ and running in heels through security.
Thanks to everyone who doesn’t act like a robot, who feels our humanity, and goes out of their way to make it better.
We’d do the same thing in your shoes, and should.
In the age of automized everything, let’s remain personal – as much as possible. As small business owners we can’t always, but we certainly can a lot.