We’ve all been there, and it’s not a fun place to be. It’s that point of desperation on the telephone when you’ve tried—and failed—to navigate an online company phone tree. All you wanted was to order a new pair of sneakers for your child. Something went haywire—you pressed the wrong button?—and now you’re about to get a whole shipment of sneakers. You’re reduced to shouting “operator!” Trouble is, no one is listening.
We know how widespread this customer service crisis is—because you, our Challah Connection customers, thank us profusely for just doing our job. When I tell you that we get emails like this everyday, I am not exaggerating:
“I just want to thank you for your help during this difficult time for my friend and her family. I do a lot of online shopping and I have never had such courteous, thoughtful service. I am truly impressed and will definitely use your site in the future. I just pray that it is for a happy occasion. I hope I can rate your service on the web because it is outstanding.”
“I’m not Jewish but I LOVE all this food and traditions!!! I’m trying to learn about other traditional foods and you guys do a great job with the recipes and all.
“Everything I’ve tried so far it is absolutely delicious and I will be using you for any upcoming Jewish Celebrations for our referring doctors and company giveaways.”
“Thanks…you guys are the best.”
“Hoping to do more business with you in the future, as I love the quality of your products. Thanks for your good service.”
“You stand out this season and the most accommodating and helpful person I’ve interacted with. That is a very big compliment for you, but it is also the service that makes your business grow and flourish. It is the little things that make the difference. And you did it ALL and did it perfectly!!”
“Thank you so much. The goodies were received today in great condition and got raves from the recipient.”
I received a Chanukah gift from my son and daughter-in-law from you.
“It was the most fun gift I have received. Put together with consideration , I just love it.”
“Thank you so much …. It has been a pleasure doing business with your company.
I really needed this gift fast ….. I appreciate your help in making it happen.”
I have to confess—we love doing our job! We love talking to you, 9 to 6, every day. But thank you for all the kudos! We’re glowing! Now with Valentine’s Day and Purim this month, I look forward to hearing from many of you as you shop for Shalah Manot and Purim gifts for friends, family, colleagues, college kids and more.
But this is what I don’t understand: How is it that our terrific service is so rare? Doesn’t it make good business sense to practice basic customer service skills such as answering the phone, or returning a call at the promised time, or shipping an order as the customer placed it? I know you’ll say that it’s the recession and that companies have cut back. My response is that we lived through the same recession and as a matter of fact our company grew significantly last year. Why? Because 1) we do what we promise 2) our customers come back to us because they know we will and 3) if we make a mistake (which we do as we are only human) we apologize and quickly make it right. Call me a romantic idealist, but I don’t get why every company doesn’t do as we do. It’s just good business.
Now that my rant is complete, let me remind you that we are here for you. No need to “press one” when you’re mourning a loss, rejoicing at the birth of a baby, honoring a colleague, or reminding your college student how much she is loved. We may never understand why the other online companies treat their customers so shabbily but rest assured, we will pick up the phone.