Extreme Humorous Lessons on a Bizarre Customer Experience
by Kate Nasser |
A recent routine eye exam was one of the most bizarre – and horrible — customer experiences I’ve ever had. It was stressful and unnerving. In hindsight, it’s oddly humorous.
Here’s the story and the 10 humorous people-skills’ lessons on my bizarre customer service experience.
My eye doctor retired. I met one in a social setting, checked out her credentials, and made an appointment for my annual exam. I expected the eye exam would take about an hour give or take.
Two and half hours later I emerged from the office of an obsessive nut case who had actually invented a different kind of eye chart that she admitted was tougher to see.
Declaring she was a perfectionist, she wanted to know every aspect of my medical health and gave me a political speech about how she was collecting information for the government without sharing names. She even lectured me on how to wash my hands — a task I mastered years ago.
She and her assistants tried to enter all my info into computers during the exam and ran between rooms to find the problem when information was not showing up on all the computers.
I returned to my office with only 45 minutes to prepare for a videotaped interview on the future of customer experience. Ironic isn’t it? I couldn’t have imagined that timing!
10 Extreme Lessons on Bizarre Customer Experience
- Perfectionism inflicts stress and pain on others. It’s not a customer care goal! It’s a disease. Get thee to a therapist.
- If customers are expecting something routine, you better hang up a neon sign if it’s going to be oddly different — and I don’t mean that weird eye chart of hers!
- If you care for technology more than your customers, pray that the technology needs your service and can pay you! The humans won’t be back.
- Innovation needs explanation especially if you make the common and comfortable — new and stressful. Where can I buy a traditional eye chart? Maybe I’ll give myself the eye test and someone can stand by and tell me how many I got right.
- Put the customers too far out of their comfort zone and they will put you out of their lives and out of all those they tell!
- Manipulate your customers to get what you want and next time they will go to someone who will give them what they want — a simple routine eye exam.
- Trap a customer with your extremely obsessive need for information and they will see you as selfish or crazy. Neither trait produces customer loyalty.
- Treating every customer the same is not great service especially if you treat them like ignorant fools who don’t know how to wash their hands. Each customer wants you to treat them as the unique person they are.
- Time is a precious resource. Abuse the customer’s time and they may say it’s time for them to go — without singing “I’m so glad we’ve had this time together”.
- Emotional intelligence (EI) is the ability to see how your customer wants to be treated. How’s your vision? Better than this doctor’s?
Customer care is noteworthy when you keep your sight keenly focused on the customer’s needs and deliver service with that vision.
So what’s up Doc? Can you read the “EI” on the chart? If not, maybe it’s time for a routine eye exam and some corrective lenses.
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers consulting, training, DVDs, and keynotes on customer service, teamwork, and interpersonal success in business. See this site for workshop outlines, keynote footage, and customer results.