When did it become ok to treat your customers as an inconvenience? Has technology put such a barrier between a businesses staff and the people that spend money with them?
What’s more, why are customers putting up with this? I shouldn’t be impressed when someone does their JOB! But more and more I am; this shouldn’t be happening. I’m now conditioned to be let down by the organisations that I want to spend money with. I’m actually surprised when something does go to plan. Technology is meant to free us up to focus more on what matters but it seems to be doing the opposite.
For the past few months I’ve been dealing with an International hotel brand that will remain nameless and more and more I feel like I’m an inconvenience with an open wallet to these people. I know with only 100 people at the event that we are a small party in their world, but you know what, this is the first time I’ve been made to feel like that by a venue in a very long time.
I’m angry that I’m being made to feel apologetic for daring to want to hold a successful event that suits my customers at their venue. I’m angry at myself that I’ve allowed a business to make me feel this way.
Is it that I’m being unreasonable? I don’t think so. I’m beginning to think that it’s because I’m an email to these people that I’m not “real”. Even phone calls haven’t seemed to soften the hard line our way or the highway and you’ll pay for it as well attitude that I’m getting. Don’t get me wrong, I don’t mind paying (gouging on the other hand, don’t get me started on hiring AV equipment for a function!) businesses are not charities; they need to be suitably remunerated. It’s when they know they have you and then the additional charges for every little thing come out of the woodwork.
So are we losing our ability to connect with people and is customer service dead? With AI and automation set to become an even bigger part of the customer experience how do businesses make sure that their employees see customers as important and real? I don’t know the answer but I do know that I’m not standing for it any more, you want my money, you treat me as valuable!