There's No Button For That: Reflections On Customer Service

As an event fundraiser, Im in a position to deliver top-notch customer service all the time

. Whether its helping a participant during the pre-event stages to help him or her feel prepared to fundraise and show up on event, or directing someone to the dining tent on event, everything I do is about customer service. And I take this aspect of my job very seriously.

It takes very little effort to go the extra mile. Yet I find many people in the service industry miss the boat entirely. As Ive mentioned before, regardless of your position in your company, we all have the opportunity to make a positive, lasting impression that keeps our participants coming back and bringing people with them! Do not miss out on an opportunity to deliver exceptional customer service. It can make all the difference in the world to your supporters.

In celebration of Customer Service Week, Id like to share a recent example of questionable customer service and elaborate on how it could have been done better.

A couple weeks ago, at dinner with my friend and her parents, I ordered the chicken parmigiano special. I was offered the option of two sides or a side of pasta. I asked if instead of all those choices, I could instead have a side Caesar salad.

The waitress replied with, I cant do that. Theres no button for that.

I smiled kindly and said that I would take the side Caesar anyway.

I have a hard time believing that the waitress couldnt have figured out a way to finagle the system to make this work in my favor. Unfortunately, her response was a perfect example of her inability to put her customers first or to find a workable solution that was in the best interest of her customer.

As a customer, I dont care about the buttons on the computer. They mean nothing to me, nor should they impact my dining experience. A more customer-centric response would have been for the waitress to say Of course.

Listen, Im not bitter because I didnt get my way, but rather because the way in which it was handled didnt make any sense. In a customer-centric world, think about how you can better serve your customers and share information in a way that they can understand. Not all problems have a solution and not all exceptions can be made.

Going above and beyond means letting your customer know youve done everything you can to make them happy. Think about your delivery and word choices the next time youre speaking with a customer- regardless of whether youre giving them what they want or not! Even if you have to deliver news someone doesnt want to hear, the way you say it makes all the difference.

by: Event Fundraising

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