Jules asked that I write a blog post about an interaction I had with a customer a few weeks back. See, I “manage” customer service, meaning if you call or send us an email, generally you will receive a reply from me. Most of what we receive are questions about products or requests for the status of an order. But on occasion, criticisms about our shopping experience are included in with an order, and that’s what started my encounter with Blair.
Maybe it’s a result of email, shopping online, and texting, but our expectations for a human response is definitely lower than it used to. That's probably why Blair was genuinely surprised to know that her comments voicing her displeasure that we do not accept Paypal as a form of payment were read and considered. by a real human being ... me! It's sad that we’ve gotten to the point where a computer-generated, automated response is expected and any other type of reply is met with astonishment. In this case, what started as a couple lines written out of frustration turned into a real conversation.
What Blair didn’t know was that we are currently in the process of upgrading our back-end systems so her comments were well-timed and led to a much-needed internal discussion about which payment methods and credit cards Daily Grommet should accept.
So, keep sending in your feedback – and don’t be surprised if I contact you asking you to tell us more. We really do want to know what you think, how we can improve our site and your experience, and what you think of our Grommets. Your comments could spur change.