Fake it till you make it, especially in customer service…and we’re all in customer service!

Dear FedEx,

Today you sent me on a wild goose chase. I ordered a new table to fit in that tiny open space in my kitchen (you know, to hold all my wonderful kitchen gadgets that won’t fit on the counter), and I spent over $100 just to have it shipped to my door.  I can appreciate the shipping industry, and I know it is a very important job, but I’m slightly confused. 

I got a phone call yesterday saying I needed to pick up my packages because no one was home when they tried to deliver them.  I called back and was told by Martha that I could schedule a delivery if I was going to be available at home all day today.  Well, FedEx, I have a job.  See, that’s how I afforded to buy this wonderful table.  That’s also why I’m not available to wait for a delivery at my home all day on a Friday.  I understand that someone needs to sign for large packages such as mine, but since you’re closed on Saturdays, having you deliver my table is not possible.

Unfortunately, no one I spoke with was able to adequately explain which FedEx location I should go to to pick up my table (which I made sure to confirm that I would pick up this afternoon). To make a very long story short, several people at three locations made me feel bad for asking them (nicely) to do their jobs. I started to think I might be on MTV’s Boiling Point.

The man who finally brought out my package and put it in my trunk–He was nice.  So I appreciated that. But, FedEx, I wanted to let you know that I paid over $100 and spent 90 minutes and who knows how much gasoline on picking up the packages you were supposed to deliver to my door. 

I’m confused as to how that happened, but I’m ok with it because it was a good test for me—I didn’t get frustrated (maybe only slightly, once), and I didn’t treat your employees the way they treated me (except that last guy; we were both nice). And I have my table waiting for me to put it together (thanks to Joe for carrying the 90-pounds up from the garage).  I think back to childhood when my mother would tell me that kids who were mean were just unhappy or insecure with themselves. I didn’t believe her then, but now I do.  I know the day is much nicer when you feel happy and are friendly to other people—and if you aren’t in a friendly mood, faking it works too (especially when it’s your job).

Do you think, maybe, for Christmas, you could help your customer service employees feel better about themselves?  Or at least teach them how to fake it so they can be nicer and not drag other people down?  I’m sure they don’t all need help, but some of them do—and we can all use a reminder sometimes.

Thanks,

Lisa