I’ve been thinking about Service a lot in the last few weeks and what it means for e-commerce. I’ve had some experiences with Service from products I’ve ordered online; I’ve provided Service to those interested in our products on the IdeaConnect store; I guide others in our principles and practices in Service.
The word for me today is SMILE. How do you smile when no one sees you, since they order online and receive the products in the mail? I certainly smile every time I see an “ORDER PROCESS” e-mail. That means a product or service has been ordered and needs attention. But deeper than that, a SMILE that can’t be seen visually can still be felt. It is an attitude, the tone of an email, the spirit in which the products are prepared and shipped….and if you get a package, me, a face with a smile drawn on the packing slip.
What SERVICE means to me, doesn’t always mean the same to someone else. So, I listen carefully, with a smile, to communications from our customers and store members – this is what drives my ever evolving definition of and action in SERVICE.
Stay tuned for the next word related to SERVICE, hint, it starts with an E:)
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