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In this day of massive online shopping do you ever wonder if our future generations are going to know what shopping really is? I just went through some massive frustration with Amazon. They let me try Prime for 30 days. That was 90 days ago. I regularly checked back to make sure I cancelled it before they charged me. I didn't have a choice in this exercise. I rode with it. They never communicated with me, they never advised me, and then they charged me twice with no notification.
The first charge I did do what I was advised to do and cancelled the Prime membership. It's not worth it to me because I don't use it enough. Then I checked my statement and there is the 2nd charge. After me checking regularly, waiting for the day my Amazon account showed me I had that Prime membership I did not ask for. I did not request even the "free trial."
Today I realized I had checked regularly every week and I lost my patience with the electronic requirement of my time this whole thing cost me. This is not customer service. It occurred to me that as we progress toward a more automated way of life in everything we do we lose that "customer service on steroids" from so many who take our money but do not have personal relationships with us.
I have an online store. This experience confirms to me those days of going to the store for so many things are slipping away from us. We tell ourselves we don't want to deal with traffic, lines, people blocking the aisles as we shop. I don't want to lose the extraordinary people at the stores I shop at. Many of them go out of their way to make sure I had a good shopping experience. They smile and say hello to me because they remember me, not because I made negative scar in their memory but because I go there to shop. I know their names and perhaps they know my name. I've never spoken to a customer service person at Amazon. I felt today that I had to work very hard to rid myself of something I never ordered, wanted, requested and cancelled already.
I don't love to shop. Most often I would rather do almost anything else. But I want my grandchildren to know the experience. And yes, I do have an online business. And no, I promise I will not remove myself from providing customer service on steroids. I want my friends to feel that special recognition from me. I don't want my customers to feel like I did today. Frustrated. Angry. And like my time doesn't matter. I am humbly grateful for this reminder that every single one of us deserves respect, not indifference.
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