Sorry, I'm sorry. Somewhere I also know that it's not possible. As a columnist for the online trade medium for customer contact professionals, you are expected to contribute to a positive image. So I take the risk and accept the consequence that I will be vilified on LinkedIn.

 

Text: Mark Elschot

I also accept that less enthusiastic fan mail will come through the letterbox. And that Sinterklaas will quietly pass my house this year. But it has to come out. I can no longer look at myself in the mirror.

If only I had never entered the world of customer contact. There, that's out. This industry, sector or profession (yes, even that is not agreed upon) is my Hotel California. I still haven't managed to check out. Escaping the evidence that I made the wrong choice was impossible last weekend.

My wife and I went out for dinner. We had been tipped off about a restaurant in the capital. The glowing recommendations created high expectations. The car was parked in the parking garage, the red carpet led the way to the elevator. The aroma of scented candles, accompanied by soft jazzy house, quickly brought us to great heights. 17 floors to be precise. In elegant letters, the text 'please wait to be seated' was emblazoned on a sign. A waitress came towards us with her arms outstretched, laughing happily. However, she turned out to be a relative of my strict German teacher from the past. Her cheerful laugh made way for bitter seriousness and necessity. On the clipboard she had taken, there was a long row of names.

Have you made a reservation?

I immediately feared that my wife and I would be subjected to a strict interrogation. The young lady asked decisively if we had made a reservation. I hesitated whether I should mention a name from her list, but then answered guiltily that we had not. Without another word, she led us to the restaurant area that was apparently intended for us: the pariahs of the hospitality industry, customers who enter without a reservation.

The entire left side of the restaurant was kept free. We were apparently not the only ones. Several couples looked at us, a look of recognition was what connected us. Every now and then their gazes wandered to the black signs of paradise: 'reserved'. I turned to the friendly lady and said that I had changed my mind. If this is how you show hospitality, then I would rather say no. It will surprise you, but I also have emotions. Over the years I have developed regret into my absolute specialty.

“If it's not there, we don't have it”

The next day I wanted to surprise my wife with a little something. We had been out for dinner the night before, although not at the restaurant of her choice. I find flowers very corny and not very creative. Instead I decided to expand her collection of eau de toilette. As I walked into the store I noticed that there was an open culture among the employees. Daphne shared that she should have left that last Passoa juice alone last night. Jacqueline had kissed Sjoerd, but that was disappointing.

In order not to feel very old right away, I walked to the shelf with the women's fragrances. Unfortunately, I didn't see the packaging I had come out for anywhere. I asked the ladies where I could find the brand. "If it's not there, we don't have it," said Jacqueline. The irritation that I had rudely interrupted their conversation was clearly noticeable. After I had advised her to first drink a few Passoa juices and then give Sjoerd a second chance, I walked out of the store. If this is the way to be helpful, then I'd rather say no.

Never carefree or careless

During your studies you lay the foundation for your future life. You discover who you are, what you like and what you stand for. You make some choices yourself, with others you are helped by your environment. I had a fantastic part-time job at a drinks wholesaler when I was studying. Yet I was seduced into the world of customer contact. Full steam ahead, I enjoyed everything. How you put the customer first and have to be hospitable. How you go the extra mile and are helpful. How you can quickly see through situations and make decisions based on them.

As if I sold my soul to the devil, I now suffer from it. If I had never taken that step, my frame of reference today would be different. Then I would not have worried about the lack of hospitality or helpfulness. I would have blended in with the crowd, aimless, carefree, heedless. Somewhere in the distance, the sound of a telephone can be heard. I let it go.

(Ziptone/Mark Elschot)

Customer Experience, Featured, Opinions