I’ll just take it to your competitors!

The sound of those words is both sad and amusing, depending on the situation. “Amusing?” you say, with surprise (okay I’m assuming here). Yes, amusing.

A good percentage of my job is direct customer service and no, I’m not amused by customers having a really bad experience; absolutely not and in no way shape or form! I will bend over backwards to try and make sure people have the best experience possible and end a conversation with me with all their questions answered or sometimes even wanting to buy me a beer. However, another large part of my job is talking to people about best practices and permission. I talk to them about what spam is and why they can’t send to that list where someone supposedly opted in to hear from 3rd parties, they purchased a list or recipients said “sure you can contact me” a decade ago and you’re just now getting in touch. No, no and definitely not! These are the situations that tend to lead to some very passionate discussions about how I’m unreasonable, horrible and how the sender will just go to our competitors rather than live with such draconian rules (don’t I know it’s legal?).

So why is it amusing? Because not only am I trying to do my part to spread some of the great knowledge out there about best practices, rules, and striving for not only permission but engagement, but I also know that so are our competitors. Those customers just have another passionate and likely friendly (and often more patient than they deserve) conversation headed their way. If we all keep it up, hopefully someday these conversations will stop as everyone out there will finally get it. I’m probably just dreaming, but oh what a pleasant dream it is.

Leave a Reply

Your email address will not be published. Required fields are marked *