hiding in virtuality

I grieve for customer service under the guise of virtuality.

 Call us on the phone. Text us your opinion. Tweet your photos. Follow us on Facebook.

When you want to speak to somebody to establish rapport, connection, demand attention, file a complaint, you are talking to a machine or not even a machine, nobody.

Nobody knows what’s the process once the form has been filled, the phone call is made, or anything for that matter that is called reaching out. You wait for your lucky stars if they are even going to get back to you.

The bigger the company, the bigger the bureaucracy and bureaucracies kill innovation and creativity. It creates pockets of fiefdom within organizations where lower-level staff or personnel are not empowered to delight and please the customer. All problems and issues get pushed to the middle management where the action is synonymous to wait out and see.

I went into a job fair recently to talk to companies and organizations that are hiring and get their pulse on their industries. I asked one lady for her card, and she said, I didn’t bring any, just go to the website.  Well, lady, you are not there on the website. The website has a bunch of information that is not going to give me access to someone like you that I met in person, talked about the company, and made that vital connection.  

The purpose of the job fair is to get to know your prospective hires, attract the best talent, and get them to know your company. Hiding behind the website is inane, and it shows how either you loathe what you do, or your company wants to be more secretive than FBI or CIA.

Honestly, I don’t think I want to work for your that company.


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