When Catching Flies with Honey Means the Most: Customer Service

If someone had to crown the “toughest job” title to a single position, it would probably be awarded to every employee that is on the front lines with customers.  It’s not possible to please everybody, but it’s always awesome to see the rock stars that try!

Catching Flies with HoneyOf course every company claims to prioritize customer service– which is not always the case– but recently I have had a string of extremely pleasantinteractions with customer service reps. As someone who has worked in customer service (now I sit safely behind a marketing desk), I can say firsthand it’s not easy!

 

FreshBooks:

I like to think that I’m not the only person out there who makes bonehead mistakes like sending an email to the wrong person. I happened to be sending links to some shoes I was wearing for another employee to purchase. Naturally, in my bi-pedal excitement I misaddressed the email to go to the FreshBooks marketing team.  Because FreshBooks is one of Shoeboxed’s great partners, I couldn’t pretend like it never happened– they knew who I was. After drafting an apology email, I was elated to receive an amusing email from Rob at FreshBooks who gave me the thumbs up on my shoe selection!

Rob could have ignored my clearly mislabeled email; he could have given me the standard, “No worries. Have a nice day.” Instead he sent me a link to a pair of leopard wedges.  Not only did this make me feel better about my ditzy mistake, but also gave me a warm and fuzzy feeling about Rob and FreshBooks as a company. Congrats, Freshbooks– if I ever need invoices, I’ll be coming your way thanks to Rob! (This is not the view of my company but a personal opinion, or whatever everyone says on Twitter).

UPS:

Have you ever had to cargo something to Australia? Me neither. So when my task was to prep three duffels of Shoeboxed Magic Envelopes to send to our Australian office, I didn’t know where to start. Thanks to Joann and the fabulous team at UPS for not making me feel stupid when I was filing paperwork and cluttering their inbox with what felt like hundreds of emails. Not only were they helpful on the business end, but the employee that came and helped me load the bags was so friendly and knowledgeable. Watch out FedEx, I might become a loyalist! (Again: personal opinion.)

While I was lucky to encounter rock star employees at FreshBooks and UPS, we all know this is not always the case. But as a customer it’s important to remember that customer service reps are not human punching bags. It can be all too easy to let your frustrations out on them. Here are some points that might seem obvious, but they can be easy to forget in the heat of the moment!

1. They are doing their job.

You have to remember that these people are paid to listen to people like you. They understand your frustrations; they’ve heard it three hundred times from other customers. Remeber that asking for a manager is not always your best option: it’s likely that they will say the same thing because they trained their employees to answer questions uniformly.

2. If they could give you what you’re asking for, they would.

Sometimes it’s not easy being told no. It is also not easy telling someone no. Keep this in mind before you raise your voice or berate them. They also can’t just give you anything you want; they don’t set the rules, the company does.

3. They are real people… with real feelings!

This is the hardest thing to keep in mind when you are furious with a company.  It’s not the representative you’re angry at: it is the situation. So reign in that knee-jerk angry response and keep your blood from boiling, not only because it will not solve the problem, but also because name-calling and verbal abuse is never appropriate (or good for your health).

What it comes down to is treating people politely and with respect.  Ruining someone else’s day doesn’t make your day any better. And if it does, you’d probably be great friends with Darth Vader, Voldemort or Scrooge.

There is something to be said for killing with kindness. If that doesn’t work and you’re still not happy, break up with the company. After all, it is a relationship. If you’re not a satisfied customer, leave! You’ll feel better about where you are putting your money and the company will likely be relieved as well. Remember, it’s awesome people behind companies that really make the customer experience. As a customer I can appreciate being killed with kindness or even shoe suggestions.  In a competitive world, I’ll work with a company that has real people with real personalities any day!

….Just remind me that next time I need to interact with my mobile provider.

Shoeboxed Now Available on HP Web-Connected Printers in Australia and New Zealand

You can now scan receipts and business cards directly into your Shoeboxed account from any web-connected Hewlett-Packard (HP) Printer!

HP Shoeboxed Printer Scanner AppsShoeboxed has partnered with HP to ensure that staying organised is now easier and faster than ever. With two new free apps from Shoeboxed, available on any web-connected HP Printer, you can now scan receipts and business cards directly into your Shoeboxed account from the convenience of your home or office. In addition, you can generate and print expense reports and contact lists directly from your printer!

As always, once scanned, Shoeboxed will data extract and human verify all of the important information and make it available to you in your secure online account. You can then access it anytime, anywhere. To make things even easier, you can also have your business card contacts automatically pushed into your Google or Yahoo! Contacts, all while standing in front of the same HP printer that you already use.

Shoeboxed’s two new receipt and business card scanning apps are the latest in an ever-growing list of document submission options. Non-HP users can still submit receipts and business cards through Shoeboxed’s reply paid mail-in service, using one of their free mobile apps (available for iPhone, Android and iPad), from any camera-enabled mobile device, with one of their free desktop or online uploaders, or by forwarding receipts to your unique Shoeboxed e-mail address.

If you already own an HP device, visit the HP ePrintCenter today to update your web-connected HP Printer and begin using the new Shoeboxed scanning apps immediately. The two new apps will come pre-installed on any new HP web-connected printer.

For more information on Shoeboxed’s two new HP scanning apps, including a list of web-connected HP devices on which the apps will be available, please click here for the Business Card app and click here for the Receipt app.

Press release here

If you have any feedback or questions about our new receipt and business card scanning apps, please reach us 24/7 at help@team.shoeboxed.com.au or give us a shout on Twitter @ShoeboxedAust

We’ll be sure to keep you in the loop as more upgrades and fun new features are released!

Stay Organised,

The Shoeboxed Team