joshboldt.com

Creative Director & Information Designer

Too Much Customer Service

In the new customer-centric economy, I’ve noticed a trend that is more disturbing than the problem it replaced.  Apparently, it is possible to have too much customer service.

We can no longer run into the grocery store to buy a gallon of milk without being asked by three employees if we’ve “found everything okay.” I understand the sentiment behind it, but the need for businesses to constantly assess our level of satisfaction is beginning to border on harassment.

Take, for example, the rise of the customer survey. Everyone wants us to answer a brief questionnaire about our experience. The survey sometimes takes longer than the initial transaction. I don’t know about you, but I’ve reached peak survey. I can’t do them anymore. I’m surveyed out.

There’s a part of me that longs for the good old days when businesses didn’t need to keep tabs on my every emotion and document the minutiae of all our transactions.

Sometimes a gallon of milk is just a gallon of milk.