A few weeks back, I was helping my boss prepare a form that she was frustrated with, and in the process she made a comment about the company she was dealing with; that they acted like they didn't know who she was anymore. In general, I think we all want a personal experience when dealing with service providers, and in our personal and professional relationships, but our technology driven, fast-paced world creates an opportunity for this personalized experience to be missed. While I have derived many tongue and cheek jokes, about the comment my boss made, it is true that we all want to be known as "someone" in this world. We each have a driving need to matter and be known in our own little part of this large world. To make this happen, each of us must slow down, take the time to get to know those around us better, and not rely on superficial conversations with each other.
Companies who tout that they know their consumers and that they provide superior customer service, should acknowledge that this version of knowledge, is a far cry from intimately knowing someone. Just because you track a person's purchases, or know if they have logged onto a website at least twenty times in the past month, does not mean you truly know them. In fact, the farmer that they purchase their vegetables from; that knows their first name, and what their grandchild's favorite fruit is, in my humble opinion, comes closer to knowing this consumer, than the former. While the farmer is in the business of selling this consumer something, along the way he has also taken the time to invest in building a relationship too. This creates a bond, and a knowing of that person, that helps them feel tied to his business and returning time and time again. In short, the farmer knows who they are.
Next time you are tempted to hurry through a conversation with someone, remember this, they may be thinking they don't matter, or they may wonder if anyone wants to know who they really are. Take the time to invest in finding out, you might be surprised at what you learn, or who you develop a relationship with....find out who they really are, because it's worth it.
CubeGirl007.
