Don't wait for disaster, listen to your customer

This is supposed to be my #Ulog last Friday but as I started writing it, I looked at my watch and realized it was past midnight so I just slept on my phone. I did not have the time to sit on it again until now.

I created this graphic.

I do not believe on the saying that the customer is always right because customers can demand for silly things just to get their way around. But that does not mean demanding customers should just be ignored because sometimes, they have the right reasons that need to be heard.

In the last few months, I have been doing interior planning and furnishing of an apartment that was entrusted to me by the owners who are living abroad. It is in a high-rise residential building with more than a thousand units. Being it residential, the building admin has rules that still bind commercially. One of which is the delivery and pull-out schedule during office hours only from 9am-6pm. If you are on the same working hours type, you need to take time off from work just so you are around to receive your deliveries. This is a residential building. Why do we have to suffer and be tied to office hours with when we want our stuff to be brought in or out?

I expressed my concern several times but the building admin just kept on saying that it is the house rule and they are just following the rule. After several verbal complaints, I answered back last July 4th.

"I know it is the rule but human beings created the rule. I am sure human beings can also listen to reasons and revisit the rule."

"It is the management that decides on that."

"Then can any one of you please have the sense of customer service and bring my concern to your management's attention!?"

I was so frustrated with such kind of answering which reminded me of my younger years in my career. This is just one of the instances that make me realize the frustration due to lack of sense of customer service.

During the start of my career as an IT support, I cater to end-user PC problems of our client. The rule of engagement is that they should first log a trouble ticket through our Service Desk. They can not just come to us directly and ask us to do whatever they want. Why? That is because our company's revenue is determined by the trouble tickets. I was so business minded that I really stick to such rule of engagement. If the customer has no ticket number, I just direct them to contact our Service Desk even if I am already beside them and no matter what they say. I thought I am just standing by our contract so it should not be an issue.

After about more than a year of being so process-oriented, my manager gave me the feedback of improving myself on the people-orientation side which is my soft skills including customer service. My manager was saying I am fine with imposing our contractual arrangement but I also have to listen to our customers. He said he has been receiving feedback that I am very thorough and able to resolve issues properly but I come short of soft skills. He continued that we may lose clients if we continue what seem to be an iron-clad sense of customer service. That really moved me and has become one of my turning points.

Now back to the building admin. Instead of answering me, a lady handed me an official complaint form. I did not have a second thought. I filled it up and submitted back. I did not hear anything anymore about my complaint. No one came back to me for any update. I wonder if they really filed my complaint or they shoot it in the trash bin. That was until the annual general assembly of all building residents on July 21st. I patiently waited for the Q&A part at the end of the presentation. There were so many who were raising their hands for their questions. When I was finally called out, I opened up about my complaint that nobody provided a word for an update. I never expected for others to back me up. Many of them started talking on their seats.

"Yes, you should improve your customer service!"

"Yes, we should not be tied to your office hours for delivery and pull out of our properties!"

This big woman even stood up and started shouting at the facilitator with her frustrations. She tried to steal my floor but I did not sit down. I have to keep my ground so she realizes that it is not her show and to put her back on her place. Otherwise the scene may turn into one-way shouting match.

A man stood up and bluntly told this woman to let me finish what I have to say. The woman sat down. However, many are still complaining on their seats.

I did not mean to put the facilitator on bad spotlight and I feel sorry for him. But I did not have another avenue because I tried everything else. If they only listened and made an action prior to this general assembly, we would have not come to this debate.

The facilitator asked the audience in general if we want to open up delivery and pull out schedule outside office hours and the answer was a unanimous "yes!"

The facilitator did not commit any timeline but when I went to the building admin office the other day, I saw this posted on the wall. Tada! They acted on our concern. They have opened up the delivery and pull out schedule to be on any day from 8am-8pm.

If only they listened earlier there won't be that disaster at the general assembly. Anyway, it is done. That is what matters now.

Everyone is our customer. It is not because someone does not directly pay us that makes them not our customer. Your family members are your customers when they need something from you. Your colleagues are your customers and your service is when you collaborate.

I created this graphic.

Customer service is not serving because we are being paid. It is how we impact others' lives whether we make life easier or miserable for them. And don't wait for a disaster before you listen to your customers.

Happy Monday, folks! Have a great week ahead...

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