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I know that I can be a bit anal retentive.

I’m the kind of guy who notices when magazine spines aren’t lined up on a coffee table, when the picture on your wall is slightly askew or when a number in your P&L seems somewhat too high. It annoys me.

This morning, I went to my “complimentary training” session at 24 Hour Fitness. Per our agreement, I showed up at 8 am to find out that my new trainer has double-booked herself.

I appreciate that double-booking happens from time to time. I was okay with this happening but her response, her lack of responsibility, was what irked me because she had blamed me.

As an educator who has taught communication for 15 years, I see that this is a standard issue for our text-insane society. People believe that once they press SEND on their device that their role in the dance is complete. In my view, when we send a text, it’s akin to throwing a letter over our friend’s fence and thinking, “I sent it! I’m done!” Sometimes they will find it, sometimes not. However, we believe it’s on them rather than us.

In my lineage, the responsibility of communication falls on the communicator, not the receiver. My recommended technique, if you want to ensure that your communication landed, is to check with the receiver overtly. My trainer should have written a second text message:

Hi, Robert — I sent you a text this morning about our session. I didn’t get a reply. Would you please confirm?

I know I can be anal, but I am also a paying customer and expect better service. My email to her manager said as much.

I know that we live in a fast-paced world where we receive hundreds (thousands) of electronic communications daily. However, this is no excuse for taking short-cuts.

Every moment you stand the chance of gaining or losing a new customer. Don’t let your shitty customer service be the determining factor.

For the more straight talk, listen to Robert’s podcast via iTunes or the web. For details, visit www.TuffLove.live.

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