Head of Customer Happiness Manifesto Part 1
This is my manifesto for a better understanding of your continuous inquiries.
Customer support happiness is the backbone of our company. Yes, some days are tricky, some days are easy as 1-2-3, some days it’s literally hell on earth. The beginning of the month is particularly treacherous. You know that period of the month when you need to get reports to your clients (STAT!)? It’s the apocalypse for both of us.
When you say “I need help” did you mean -> “Do it for me now, ASAP… I don’t have the time to put the effort required to accomplish that new report I was asked last month?”
When you say: “I need this for Monday,” did you realize that this is in 3 hours?
When you say: “I need this for my presentation tomorrow morning,” did you really wait 4 weeks before sending your request in the hope of empathy?
When we agreed on “one” small change in your widget, did you really mean, “When you when you say yes the first time, I’ll then send you over 30 more changes to do?”
Yes, I’ll do it all. Maybe not within the next minute, hour or same day, but if it’s feasible, me and the DashThis team will do it. Because we’re committed. Because we care. Because I’m going to ask the team to do it the same way you did! DO IT NOW! Our reporting lives depend on it.
Yes, I love you dear customers. Sincerely. If you were not there, I wouldn’t have a job that I’m passionate about. Plus it makes great stories to tell in the evening around my glass of Pinot noir!
Chris Pouliot, Head of Customer Happiness