I had an incident recently that really made me sit back and think about the customer – company relationship.
I have had a six-year relationship with this organization, an important relationship with daily interaction.
I pay substantially for this service, and it is a very important job that they do for my family.
For some time, I have been experiencing growing disconnection from them, have been seeing the tone growing to an unfriendly state (not just to me but as an overall approach to business).
Whether on purpose or inadvertently, many barriers have sprung up that are definitely moving the relationship to arm’s length.
All of the things that surround the service have become increasingly dis-pleasurable, but the actual service is uniquely strong.
And recently, in the midst of some pre-holiday stress of getting deadlines taken care of, a relatively minor interaction (in hindsight) was the proverbial straw that broke the camel’s back. And, quite uncharacteristically for this relationship, well, I let it all out. Truthfully, more than was required. My perspective was loud and clear (okay overly loud and in your face clear – it was not my best moment for sure). There was however a very valid message in my emotional response that was pretty evident: “I’m a very frustrated customer and our relationship is not in a healthy place”. I awaited a response. It came and the net net was: “too bad, your issue, grow up”.
Hmmmm.
For sure I did not set up an air of co-operation with my commentary. And there is a lesson to be had in this; an excellent reminder the message is the medium! You attract more with honey than vinegar, I get all of that. But I had been using honey previously and that had not gotten me anywhere. I pulled out the vinegar.
Am I wrong to have thought that as the customer, they would take the high road, and really see that they had a frustrated customer and want to do something about that? I really was hoping for that outcome, but in the end they reacted consistently with their core approach. And we remain here weeks later with ill will.
Frustrating.
I know you are asking, so why am I still there, paying my fees? Because the actual service itself is really quite stellar on a comparative basis and there are very few quality options.
This is a really good reminder to all of us in business that even when we are highly coveted, we need to remember there is no business without the customer. Relationships are what sustain good will when inevitable bumps occur in a great product.
I think I am going to put the vinegar back on the shelf and decide to move with grace instead.