Customer Service Jobs, Totem Poles, and Ladders

Why do we belittle ourselves about working in customer service jobs?

We once heard the owner of a medium-sized business proclaim – unabashedly, too – that he “didn’t have time to mess around with customers.” We were floored, literally, because we had to pick ourselves up from the floor after hearing the comment.

Our first thought, of course, was to rebut the business owner’s proclamation by emphasizing the obvious fact that, but for customers, his business wouldn’t exist; however, being (mostly) realists, we elected against attempting to proselytize the owner with a “Come to Customer Service” speech.

Why? Because the owner, appearing to be “set in his ways,” would likely cling to his belief that he was “above” interacting with customers: after all, he had “worked hard” to “climb the ladder” above customer service jobs.

While we don’t doubt that the owner worked – and continues to work – hard, we do question his philosophy, likely held by others, that certain businesspeople – particularly owners, executives, managers, or supervisors – are “above” interacting (“messing around”) with customers.

Like we mentioned a moment ago, a business cannot exist without customers. In other words, customer service is the most important function of a business: it’s more important than its product, it’s more important than its organizational chart, and it’s more important than its owner’s ego.

So why would the owner of a business make such an apparently unsettling statement?

Bear with us a moment. At this point, you probably have a negative view of the business owner, and you’re likely uncomfortable with, if not dismayed by, his remarks. But the owner isn’t really at fault: we are.

What? We’re at fault? Yes, we are. Consider these common metaphors that all of us use to describe our career pathways, most of which likely commenced with customer service jobs:

• “I started at the bottom” (in a customer service position).

• “I climbed the ladder” (from a customer service position).

• “I advanced in the organization” (beyond a customer service position).

• “I remember when I was the low person on the totem pole” (in a customer service position, of course).

Consistent with these metaphors – metaphors we’re all guilty of using – the owner’s comments are not surprising. After all, we’ve conditioned ourselves to believe that interacting with customers, let alone working in customer service jobs, is somehow undesirable. And that’s why we “escape” from a customer service position to another position “above” providing customer service.

Now, we are not suggesting that securing a position with greater responsibilities and additional salary is wrong. We we are suggesting, however, is that interacting with customers and providing customer service shouldn’t be shunned, regardless of our job position, job duties, and job description. Consequently, this means that the following excuses to avoid interacting with customers or providing customer service are simply not acceptable:

• “I’m an executive.”

• “My job description doesn’t include customer service” a/k/a “That’s not my job.”

• “I’m too busy with my other work to help customers.”

Simply said, customer service is so important, that no one in a business – including owners, executive leaders, division managers, or supervisors – should refuse to provide customer service support when needed. Bottom line: Let’s stop belittling ourselves for working in customer service jobs.

This week, take a moment to emphasize how important it is for everyone in your business – especially employees who might believe that they are “above” helping customers – to provide customer service when needed. Doing so will strengthen your company’s customer service culture, which will elevate the level of customer service your business provides.

Have a “customerific” week!

Mark