One of the things I’ll say a lot is that ‘two things can be true.’ Usually this is when somewhat paradoxical circumstances obtain at the same time. For example, you can love your job, but there’s nothing better than a weekday at a baseball game or on the ski slopes. Comedian Louis CK has a very funny (but certainly objectionable to some, so sorry, no link…you can easily Google it) bit that he titles, “Of course….But maybe,” in which he tackles some obscure instances.
This (that two things can be true, not necessarily Louis CK…although, but maybe…anyway) occurred to me the other day when I encountered a very tense moment while out and about. It doesn’t matter where I was, and I won’t get too far into the details, but there was a lady in front of me in line at a counter who was clearly very agitated and upset by something that had happened or how the establishment had reacted to it, or probably both.
Now, as I say, she was pretty upset. Her emotions had definitely taken over and she was very animated in her irritation. She was raising her voice (and her hands), cutting off the poor chump there left to defend himself (and his employer) in however she had felt slighted.
I (and everybody else within earshot, which was a decidedly larger radius than would normally be the case, I imagine) could pick up bits and pieces, but suffice it to say, this lady had a definite gripe with not just the original circumstance, but what she perceived to be a lack of concern and urgency in making amends by the brand in question. To her credit, she didn’t seem to be explicitly taking it out on the person behind the counter (although I didn’t hear everything), which is good.
As the scene went on, this is when it occurred to me that, well, as much as she may have come off as irrational to those around us (and yes, some of my fellow line-mates seemed to do that thing people in line with each other do, and sort of roll their eyes at each other), it’s not inconceivable that she’d legitimately been wronged by this brand (without disclosing where I was, just suffice to say that, yes, that’s a very real possibility, based on this brand’s history).
Which is to say, more generally, sometimes we encounter a Customer (or a few of them) who’s simply never going to be satisfied. Some have wildly out-of-the-world expectations or demands that are just not feasible. What’s more (and again, this didn’t seem to be the case with the Customer in this circumstance), sometimes they don’t handle their disappointment very well and are rude and downright mean to our front-line team members. That’s not right, and shouldn’t be tolerated…we all deserve respect and decency, and we all should endeavor to treat each other with grace.
But (some here may insist on saying, “And”), that doesn’t mean that whatever may have ticked off this or that irrational Customer isn’t a legitimate gripe. In fact, depending on how you tend to interact with your Customers in general, perhaps it’s only your more, shall we say, animated Customers who will have the temerity to even bring a failing to your attention. It may not be the most gentle manner of feedback, but you should take what you can get. Again, your front-line agents and providers shouldn’t be subjected to abuse by your Customers, but keep in mind you put them there…physically by hiring them and making them Customer-facing, and also by making the touchpoint choices you did as the brand.
Is it possible that, with some Customers, there’s simply no pleasing them? Surely!
But it’s also probable that, regardless of their temperament, you’re doing some things wrong that you should correct; and an unreasonable Customer is raising a legitimate, reasonable objection to your processes.
Don’t let their manner of communication—even if it’s totally offensive to you—cloud your own need to keep your house in order. Even when not conveyed in a way you’d prefer (or the way your mother may have raised you), that’s still valuable insight. So, take it for what it’s worth, and check to see if it’s actually a legitimate problem.
