Customer Service is Dying, But It’s Not Dead Yet
As the owner of a network of fast-growing trade companies in NE Ohio, I’ve often found myself lamenting the decline of customer service. “Customer service is dead” has been a common refrain of mine, and it underscores the importance I place on delivering exceptional experiences for our customers and coworkers. However, an experience this past weekend with my family and a very special stuffed frog has made me realize that perhaps customer service isn’t dead, it’s dying, but it’s certainly not gone just yet.
Let me introduce you to Froggy, a well-loved stuffed frog that has been my 12-year-old son Travis’s close companion since he was only two. Froggy has traveled the world with Travis, providing comfort every night. While attending my older son’s AAU tournament in Pittsburgh, PA, we stayed at a Marriott property. Naturally, Froggy made the trip too. But Sunday evening, after we returned home, a frantic search ensued when Travis realized Froggy was missing. With tears in his eyes, he came to me and said, “Froggy is gone, I can’t find him anywhere.” After a thorough search of the house and car and some serious retracing of steps, we realized the inevitable…Froggy had been left behind!
My initial reaction was to discount the importance of Froggy for the sake of consoling my son. Knowing the unlikelihood of Froggy being found and returned, I broke my own commitment to service and allowed myself to take the easy route out as I said to him “well it’s been 10 years buddy, maybe it’s time to say goodbye to froggy.” The next words out of his mouth quickly shifted my perspective as his voice crackled with tears streaming down his face “I know, Dad, but I was hoping to have him just a little bit longer.” My heart broke for him, and I realized I needed to do more than offer a simple acknowledgment of his feelings to satisfy my own spirit. I had to do everything in my power find Froggy. Travis was now my customer.
Monday morning, I reached out to the hotel and had the pleasure of speaking with Barbara Chewning, the accounting manager for the hotel. Barbara listened intently to our plight with genuine empathy and compassion. She shared a story about her own son’s healing teddy bear, which held a special place in her family and still resided on his bedroom nightstand 30 years later waiting for his next chance to serve an ailing family member. “Trust me, Steve,” she said, “if Froggy is still in this hotel, I WILL FIND HIM FOR TRAVIS!”
I was blown away. Barbara understood that she wasn’t just in the hotel business; she was in the business of serving people. After our conversation, I felt a wave of relief wash over me. I knew Froggy wasn’t going to be resigned to living out his final days at the bottom of a lost and found box only to eventually be discarded into the trash to make room for the next seemingly insignificant treasure whose story and importance was as lost as societies commitment to customer service.
Later that day, Barbara called with the news: “Froggy has been found.” My heart swelled with gratitude (and yes, my allergies might’ve acted up a bit in that moment, it is Springtime in NE Ohio after all). “Send me a shipping label,” she said, “and my husband, who works at the local post office, will ensure Froggy is packaged safely and on his way back to Travis as soon as possible.” Barbara was amazing! Her actions went above and beyond, highlighting the passion we both share for serving others.
Five years ago, I transitioned from the technology industry into home services. Many questioned my decision, pondering such a drastic career change. But the truth is, I wasn’t worried at all. While the products and services were different, the core of the work remained the same: SERVE PEOPLE. As an owner, I now have more influence to ensure customer service doesn’t die on my watch.
I’ve been fortunate to build a team of nearly 100 compassionate coworkers who share my passion for service. But no one is perfect, and no company is without its challenges. It’s easy to become bogged down in processes and policies, so reminders from amazing people like Barbara are truly invaluable. They’re a gift from a higher power, a reminder that customer service isn’t dead—it’s just waiting for us to nurture it.
Barbara later sent a follow-up email with USPS tracking details, complete with photos that put a face to the incredible woman who took the time to care.
Steve,
I will get Froggy out today to the USPS, and my husband will personally make sure he gets started on his journey back safely. I am glad Travis slept last night. Now, for Travis’s report: Froggy missed his buddy and was unsure of all the strangers but knew everyone wanted to help him get back to his family. Last night, he sat on my desk and even helped me get some paperwork sorted out from my month-end accounting work. Although I was glad to make a new friend, Froggy is very excited to come back home to his best pal, Travis. I’ve included a couple of pictures of Froggy and me.
Take care, Travis, and Froggy will be home soon!
– Barbara Chewning
Thank you, Barbara Chewning, and the team at the Courtyard Marriott in Cranberry Township, PA—not just for returning Froggy to Travis, but for the much-needed reminder that a little care and compassion can make a BIG difference. You sowed the seed that 100+ people can now continue to nourish thanks to your inspiration!
