Every day millions of consumers shop online and wait
patiently (or not) for a shiny new treasure to arrive at their
mailbox. The wait is painful – but surprisingly addictive! I have to think it
stems back to the excitement of getting mail as a kid. It still makes me giddy!
But sometimes... and I know we’ve all been there… something
goes wrong. Mr. Postman gets lost, or confused – the size is wrong – they shipped
the wrong item – or worse I see the package arrived 1 day after I left on the
vacation I’d been planning for 6 months. WHY?! (Yes, this happened to me, and
the wound is still fresh!) So, I proceed to find out how to contact customer
service and spend the next hour composing a “somebody done somebody wrong song”
- and - if they catch me on the wrong day, I just might jump down the throat of
the first person who tries to help me.
And sometimes, that’s the only way to get things done,
right?
WRONG.
In this day of everything-I-want-is-online-and-I-want-it-right-NOW
we've skipped over the person to person interaction and rarely see a face or
smile to go with the purchases we make. Worse yet, somewhere along the way we
forgot to be nice – on both ends. There are places I frequent that maybe aren't my favorite or
I 'll even pay more for something just because the person on the other side of
the counter is SO wonderful I can’t help but want to support them! Finding good
customer service these days is like a Diamond in the Rough. (Like my Disney
reference girls?) Likewise, the internet has made it easy for us to be abrupt,
demanding and downright rude because we know we’ll never meet the person on the
other end of that email or phone call.
But you know who is on the other end of that email or phone
call?
Me.
I’m not pointing any fingers – I’m as guilty as the next
person – but being the face of customer service for KaiKini has opened my eyes in
a major way. Gone are the days where I immediately assume the person on the
other end of that line doesn’t care about my problem. We DO care! You’re the
reason we get to make bikinis on a gorgeous little island in the middle of the
Pacific. But sincerely, please be understanding as much as
possible and believe we are doing our very best to make you feel the ALOHA.
I’m not saying it’s all bad!
I have to give a major shout out to our amazing customers,
because for the most part, you are sweet, understanding and gracious. You have
no idea how much it means when I get to post a good review about our Kinis or
get a ‘Thank you for the amazing customer service.’
So, THANK YOU. You rock my world!
