I realize, as a person who uses this button quite a bit, that about 99% of the time, what leads you to click that button is anger about something. I know this because I, too, have clicked this button in anger.
However, it's important to remember that the person who is going to answer your email is NOT the person who:
- broke your internet connection
- stomped on your box of Hummel figurines in transit
- put the bug in your cereal box
- left 3 essential pieces out of an Ikea furniture box with 60,000 pieces
- smoked 40 packs of cigarettes while packaging up your rubber stamps on Ebay
I want you to picture this on the other end of that button before you press it and start typing in all caps every dark thought that is buried in your soul:
Do you really want to type the following at that furry little face?
"WHY DO YOU MAKE MY LIFE HARDER THAN ANYONE'S LIFE HAS EVER BEEN INCLUDING ALL THOSE PEOPLE IN SALEM THAT WERE BURNED ALIVE FOR BEING WITCHES???? YOU PEOPLE ARE THE DEVIL'S SPAWN AND WON'T GIVE ME MY PASSWORD. I HATE YOU. I HOPE YOU DIE. RIGHT AFTER YOU GIVE ME MY PASSWORD."
Or maybe could you have said: "I'm sorry you sweet, fluffy kitty - my password doesn't seem to be working - can you help me? Thanks so much!"?
Or instead of the following:
"I GOT MY ORDER AND THERE'S SOMETHING MISSING, YOU NO GOOD COMMIE GODLESS FILTHY TERRORISTS - I'M GOING TO TELL ALL MY FRIENDS THAT YOU ARE THE AL QAEDA OF THE SEWING INDUSTRY"
you could maybe say "Hi there - I got my order yesterday and the bobbin is missing - can you help me? Thanks so much!"
The reason I bring this up is, as a person who runs a website for a living, I am the human "Contact Us" button.
I am speaking on behalf of human "Contact Us" buttons everywhere, and saying - hey, lighten up. We are people. Be polite. Give us a chance to fix your problem before you start yelling at us. We are real people, and we are awesome. We are indistinguishable from the fluffy kitten pictured above.
You are awesome too. Your emails should reflect that. :)
Even on Facebook, which is everyone's favorite punching bag, when I hit the "report a problem" button, I always end my note with "thanks for what you do" - because I know all they do all day long is get problem reports. They should be thanked for that.
I know it's hard when you're mad. It's hard when I'm mad.
Just something to think about for the new year. Computers don't answer your questions - people do. Remember the furry kitten. Please don't yell at the furry kitten. You will make kitty cry.
All of this came to mind today because of 2 things:
a) A "Contact Us" person sent the NICEST email to me today thanking me for responding to them quickly and on a Sunday, and apologized for not sending her thank you until today. Kid President would totally give her a cookie. Thanks nice person!
b) I flipped through my Occasions Catalog sets and found one I hadn't played with - just perfect for this topic.
************
Now - I want everyone who freaks out and gets the shakes when I cut up old books or paint pieces of furniture like my card catalog to just go out into the hall for a second while I tell everyone else what I did. Breathe into a paper bag. Hum things to yourselves. Think of the kittens.
************
Are they all gone?
Okay - for the rest of you - I cut the photopolymer stamp from Adventure Awaits into two pieces.
I know, right?
Believe it or not, I was not immediately sucked down into hell.
I know, there's still time.
The great thing about photopolymer and cling stamps is you can always put them back together on the block. Don't be scared.
But I wanted the super cool image from Guy Greetings to be sandwiched in between the two phrases so SNIP SNAP.
What do you think?
I just did loose wet on wet watercolor with Daffodil Delight, Pear Pizzazz, Melon Mambo and Tempting Turquoise reinkers - seriously a five minute card.
The DSP is Sweet Dreams.
Now isn't that good advice for the new year? Work hard. Stay humble. Please don't yell at kittens.
Loveyameanitbye.
First, I know what customer support is like, as people only ever called me when something was broken. No one called me when things we going smoothly. Fortunately, in Corporate America, people were more like, "Um, help?" I don't think I could be nice all day to mean people.
ReplyDeleteSecond, while I have to look away when you cut up books, I am FINE with you cutting clear stamps. It makes the so versatile, I do it ALL THE TIME! Be free!!!!
And my final comment: YOU USED EYELETS?!?!?!?!?!?!? I haven't seen those in ages. You did a great job not wrinkling the paper... might be because it's watercolor and so thick? Nicely done!
The End.
I'm sitting here wondering why God's plan was to keep you hidden from friendship with me until now. I needed your humor and your take on things for the past 40 years, and I'm only now learning the depths of just how much better you make my days. With your humor, your take on things, your artistic talent, and your writing. Thank you, and I'll totally give you a cookie any day.
ReplyDeleteGood for you and all
ReplyDeleteContact Us button
answers! Wonderful
card also.
Carla from Utah
1st, Love the card! 2nd, having been in customer support for over 20 years I understand the need to be nice, because I was the one contacting all the other departments trying to solve the problem when you were yelling at me and cussing and I kept apologizing for my company (not what I did, I always went the extra mile knowing the frustration was directed at my company, but sometimes customers made it so darn hard to be nice.) and I knew that if I asked favors from the other departments to help you I would get more from them by being extremely nice) Thanks for the reminder
ReplyDeleteI try to be nice during any Contact Us encounters. I noticed from looking at the FB page of one company I contacted had some mean people posting that their issue hadn't been taken care of. Mine was handled quickly and easily, so I'm assuming it was just because they weren't nice. Everyone should have to work retail or customer service at some point in the their lives. Seriously!
ReplyDeleteAnd I love this card. I am finally brave enough to cut apart my stamps. I still wince a bit, but I can handle it. :)
LOL! Well SAID! Some people NEVER think of the poor (LOWEST paid) soul on the other end. They are NOT getting paid enough for what they are doing all day to deserve THAT! You are a funny, nice kitty and I'll give you a cookie too. HAHA
ReplyDeleteLove your card and I too have been guilty of cutting up the odd book for JUST the right card...(AND, even the odd stamp!... I KNOW!)
great post and reminder! often when I contact people, it is because of a problem but I let the other person know that I know it's not his/her fault and that I'm just frustrated about the situation lol
ReplyDeleteI love your humor! I agree with Paper Potter and everything she said. You made my day. Thanks and the card looks great.
ReplyDeleteGreat reminder to everyone in this day and age where so many communications are anonymous. Just because you are not looking at a person, doesn't mean it isn't a real live human being with feelings. As a former business owner I was appalled over and over again at how angry and vindictive people can be when we wanted nothing more than to provide excellent service. That kitten can't fail to make at least one person slow down, take a deep breath and remember that a little kindness is priceless. Remember to praise as well as complain....it will make you feel wonderful!
ReplyDeleteSometimes it's hard to remember that there is just an everyday person at the end of an email when you have had problems with a coffee machine, a vacuum cleaner, a laptop computer and a ereader all in the same week. Sometimes you just have to vent about how crap things are and how it seems no one takes pride in what they produce anymore. I work for the state public service here in Queensland and sometimes I get calls from people who complain about something that has nothing to do with the department I work for (sometimes nothing to do with the state government at all) but I was the only number they could get to. I just let them vent, sympathise with them because I know how it is sometimes you just can't get no satisfaction. So I apologise for the sometimes insensitive emails I have written in the past and no doubt will write in the future about products that just don't meet the hype or even my quite modest expectations. One question thought Lydia are you sure that stamp didn't cry just a bit when you cut it.
ReplyDeleteFabulous post! Thank you adorable fluffy little kitty for all you do!
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