Flipping Service; How Did I Do as Your Customer?

Road Warriors do things that average people never do.

Several years ago, I started turning the tables in customer service relationships. It began, as I recall, in exchanges with some very senior American Airlines flight attendants. For fun, I would ask them to rate me as a customer. Specifically, I would inquire, “How did I do in my role as your customer today, on a scale of one to five?”

The reactions sometimes started with shock, but it was almost always followed by laughter and smiles. When I received high scores from the flight crew, I would present a look of relief, followed by professions of pride. The flight attendants loved it. I soon expanded my practice to people in many other service roles.

I also began asking my service helpers how long they had been in their roles and how often they had been asked to assess customers. Career spans were often over a quarter century, but experience with this question was… zero.

This is sad. It means the bulk of humanity enters a service encounter like a potted plant, waiting to be watered. Instead, it is a relationship and, although one person is getting paid for it, both parties have a responsibility to make the exchange successful.

Active, dynamic exchanges increase the likelihood of successful service experiences.

Why employ this inside-out tactic?

-         It’s fun.

-         It shows that you care about the service relationship and the person.

-         It’s smart to do. I have often found that, after a lighthearted exchange with the helper, the service gets even better.

Have some fun. Ask your service partners how YOU are doing with your part in the process.

Michael Vandergriff has a Customer Service Score of 98, one better than those insurance lizard guys.