Being thankful in a thankless job
Go on, turn that frown upside down
Customer Service can be a thankless job. Some days are easier than others. It’s just the way it is. Hell, this isn’t just a customer service thing, it applies to all jobs/careers. You strive to be the best part of your customer’s, your boss’s, your colleague’s day, but it often goes without appreciation or acknowledgement. That can be tough.
It’s a magical thing when someone is thankful. It’s something that sticks with you and gets you through the tough times.
I still hold on to a customer experience I had working at Maurice’s in my town’s strip mall. I was 17 and spent 3 hours with a woman acting as her personal shopper. We had a great time! She genuinely appreciated my help and let me know. After she checked out, I had a pep in my step, and a boost to go above and beyond a little more frequently. The days went on and my experience with her became just a part of a standard day.
About a month later, my supervisor called me to her office. Immediately, I went into panic mode, what is going on?! I sat down, red faced, and she passes me a letter. The woman I had helped weeks ago had taken the time to find the CEO of the company’s email and write him a two page letter about her experience with me.
I couldn’t believe it! I felt validated and that validation has traveled with me from job to job. That was 12 years ago.
Now, the above was an extreme gesture — in those 12 years I have not received letters to the CEO from customers, but that doesn’t mean I haven’t received triumphs along the way.
Rather than be disappointed that the customers you help on a daily basis aren’t flying across the country to hand deliver you Edible Arrangements, try to find your little wins every day.
At Recruiterbox we track “wows”. What are wows? They are the mini wins and the big wins.
We add tags to our tickets if a customer says, “You guys are amazing! Thanks for your help”. We add tags when we receive “Talking to you always makes me smile” or “Your product changed our life!”. We will even tag a wow when someone who’s always grumpy tosses in a smiley face at the end of their email — this needs to be remembered!
Any reply that makes us smile is a wow.
This can brighten up a day that was spent telling someone no after they supplied you with six paragraphs detailing why they believe your interface should be green and not blue. They can be very convincing, but it’s not going to happen. So they chew you out.
I’m sorry blue isn’t your spirit color. Have you sent this same message to Facebook? They have a blue theme. Did they make you a special account?
I’d never say that to someone, but come on!
It’s way too easy to get caught up in the bummers. For some reason, it’s like we’re trained to look over the positive replies and dwell on the single crab.
Why is that?
When you are actively sending positive vibes to those who’s day you want to better, positive vibes will come back to you. Wows will be delivered. Give yourself a pat on the back when you receive a “Thank you” email. High five your pup when a reply includes a smiley face.
Track your wows — these little treats are earned and well deserved. You’re awesome!
Did you like this article? If so, please follow me here and recommend it, I’d love you forever. Also — I don’t bite, reach out, I’m glued to my computer so I’ll reply.
