Customer Service

It’s too late. I got myself started.

Here are the general rules for now:

1. Assume any person in any position in any industry or anything knows less than you do

2. They are supposed to assume that the customer is right, but you must assume that this is the last thing they actually want to acknowledge.

3. Never ever yell at a customer service representative.

4. Know when to pick your battles, and when to let it go.

5. Always ask to be awarded something, many times you will. Many people I know refuse to do this, because they thing it is rude to ask someone whose job it is to give you something to give you that thing. They will not be insulted if you think your lobster is overcooked because they aren’t your aunt. They only want your money, so if you are paying them that money you should get something resembling what you intended to pay for. This is not self-righteousness, this is a simple transactional confidence that you must have. You will be awarded many things, but you cannot yell at them, be rational and calm. Always always suggest that they do something for you. I have received lifetime subscriptions to online services, refunds on bills and service fees, free food, free movie passes, and free coupons for almond butter, and pineapple juice. As long as you don’t push, or yell, there is literally no harm in asking them to do something for your suffering. Most smart companies aim to please. Don’t exploit this in the negative sense, do exploit it when it’s appropriate to your dissatisfaction.

Customer Service

This is a system for the readers of system sally, and not for system sally herself:

Do not even get me started on this one.

Multitab Browsing Email Exclusion

When you can’t afford to procrastinate anymore, close that email tab. If you’re working from multiple google docs documents, or doing actual browsing for work, or need email accessible quickly and you keep your computer in front of you, the email tab (and if you use gchat) is the most distracting one. You have to open your webmail client if you need to write an email, but the time spent doing that is less than time and energy wasted on looking up every three seconds.

Applause

This is a tough one. I’ve been criticized before for praising someone unworthy of praise, but I generally feel that applause is the balm that heals pretty much just about anything. You can easily applaud for mistakes in a humorous way (like if someone spills something), and it makes someone feel better, or you can applaud for someone who did a bad job (like a kid at a piano recital who screwed up the Entertainer), or you can genuinely applaud for someone who performed well (Barack Obama giving a speech). I’m not putting a whole lot of energy into this, but I can’t really think of a time that applauding would be bad other than applauding at the wrong time.

 

The system:

Applaud when someone has made a mistake and you know them well enough.

Applaud when someone feels self-conscious about their less than stellar performance.

Applaud when someone does a great job and you want them to know it.

Excuse my 141st character

For better or worse, twitter is genuinely becoming the everyman’s blog, and while I’ve had this discussion before and lost, one solution to my lack of time to post regularly to system sally may be just to tweet my systems. It leaves out a great deal, I know, but it’s better than nothing, no?

That way I can do it mobile style wherever I am, whenever I think of it. You can reply to my tweets with “please flesh out” if you want me to flesh it out here.

But I will also try to post here even in the midst of the busyness.

System Sally Recommends: Email

That’s right, my first recommendation is for email.

You probably already use it, you probably even like it (if you use gmail, otherwise you probably dread it), but I’m recommending it all the same. Email is free. Email is open both in format (no character limit, no formatting restrictions, text and pictures and links are all good) and in system (anyone can email anyone else, you’re not tied into one service like facebook or twitter).

In this age of facebook, and twitter, it is nice to have a simply inbox with private messages that you don’t have to reply to right away and people don’t know if you’ve read them or not. Like smacob and sally’s dialogue about blogging vs twitter , email is the victor in terms of allowing the writer/user an unrestricted workflow.

And who knew, that only 10 or 15 years after its introduction we’d be looking back at email as “last year’s model” and as a somewhat outmoded communication tool.

If you haven’t already, I recommend you check out email.

Twitter

Use twitter, it isn’t all bad.

In fact, you can get more systems, in short form, from twitter.com/systemsally

Recommendations

When finishing a book, or reading a particularly interesting blog post, or dining at some great restaurant people often feel impelled to make a recommendation to a friend or relative. Many times this simply irritates the person on the receiving end, or they forget, or they are well meaning but never get around to it anyway. Why is recommending things such a precarious act? Is there a good system out there for deciding when to dole out recommendations or when to heed those that have been doled to you?

Let me analyze one such possible recommendation. If I have a read a book, let’s say Barack Obama’s “The Audacity of Hope,” and found it particularly well-written and intelligent, I may want my friends and family to share in the experience that I had being thoroughly enthralled by it. The problem with this is that everyone knows full well that Barack Obama is about to become the president, and that there are probably some kind of books available either by him or about him that are fascinating reads. If they really thought that following-up with their President meant reading his book, they would have read it, already, just like I did. A recommendation in this case could only serve to put someone over the edge who had pretty much been planning to do it anyway but was a little distracted by other concerns. Maybe my recommendation may even serve as a competitive force for some friends who want to be contemporary with my book shelf, lest they be considered not as well-informed.

For people not planning to read the book, the recommendation is simply unnecessary and worse, probably seen as some sort of self-aggrandizement. A recommendation turns from “You should read this,” to “Look at me, I read this.”

Telling someone about something that they may not know of, like some hidden away restaurant is not a recommendation…it’s a bit of information sharing. When you take that extra step and say “I think you’d like this,” you run the risk of doing some sort of reverse psychology (“Ugh, he thinks I would like this, I hate it already!”) or being annoying “I think you’d like this, because I like this and you should be exactly like me.”

Just occasionally, depending on the person, a recommendation is on the money. Someone reads something, or eats something, that they just know–in their gut–that the other person will appreciate. In these cases, it is important to have a skillful way of communicating this. If you’re too forceful or preachy you will turn them off, and yet if you’re not persuasive enough, this great opportunity may pass.

I’m much more inclined to recommend information sharing over recommendations. I recommend this, because I feel–in my gut–that recommendations are mostly tainted with all of these selfish motives that I have been describing. When it feels appropriate, there are many advantages to recommending things as well, and you should feel free to recommend when you need to.

The system: Share information with your friends, and let them make their own decisions. When you intuit that someone will benefit from something and may not decide that way necessarily, offer a recommendation. Avoid the phrase “You should watch that,” or “read” or “eat,” and replace it with “I think that you would enjoy this. I recommend it.”

Following-Up When Afraid (By Request)

My system for following up is pretty straightforward. Do it! But what happens when you’re a little anxious or afraid of following-up? Let’s break this down.

Fear is a difficult thing to work with, and perhaps in another post, I’ll speak more directly to that, but in this case I think some clear things can be identified to help one follow-up even though afraid.

First, what are you following-up on? If it’s a job or a relationship situation, then there’s always the fear of rejection, or having to speak a truth that may be particularly hard for the other person to hear. This is a normal fear, and I think part of our responsibility to ourselves is to work (over the course of many years possibly) to be comfortable speaking our truth, even when it means rejection for us, or possible hurt for another. My system is simple, but not easy: Work over time to be more communicative with your truths, your needs, and your own power. This is not a Tony Robbins pep talk blog, this is a system blog, and I think that is the best system for overcoming fear in these situations: Train yourself to honor your needs and communicate your truth. How you work on that individually is laid out in many types of self-help books, and working with a therapist or learning meditation is probably a good place to start this kind of growth work.

If you’re having a hard time following-up in other situations (responding to a casual email, meeting someone for dinner) it seems to me like this would be more an issue of overcoming flakiness than overcoming fear. Maybe being flakey is one way of exercising fear (of becoming your best self?, of having people begin to expect too much of you?, of connection, intimacy?), in which case, I would also say that training over time to work out these kinks in your system is the best system. But if being flaky, is just flakiness, then I enthusiastically recommend embracing the simplicity of System Sally’s injunction: Just follow-up…it’s a great system for having people trust you, and for creating a strong foundation for other systems to work efficiently.

Please let me know in the comments if this was helpful, or if there’s some other angle I’m missing.

Following Up

It is important to follow up on many things. Applying for jobs requires following up. Responding to blog comments requires follow up. Having plans with a person requires a certain amount of follow up.

I owe someone a huge follow up. I let her know in a short direct email, and in person. These types of temporary follow-ups serve to let the person know how deeply you care about whatever is needing follow up, but the current circumstances aren’t allowing the follow up to meet up.

Also, follow up is very similar to responsibility. All my dedicated readers have probably been wanting more insight and systems from System Sally, but I haven’t been able to respond to that need in the way I would have liked. So, the need to maintain and update a blog, for example, is more a responsibility, which is really a constant follow up. A follow up is a short term responsibility.

This is less a system than an explanation of things. But the system is “Be responsible, and follow up where necessary. Do temporary follow-ups where necessary.” The advantages of this are many and include having people trust you, and creating a reliable system-wide system for other systems to work better.