I am such a hypocrite. All day at work today, I was trying very hard to keep a low NRR score (“Negative Response Rate” – the percentage of negative feedback from customers vs. the percentage of positive feedback.) Unfortunately, it seemed like all day long I kept getting customers whose issues I just couldn’t fix (ie. shipments I couldn’t replace, orders I couldn’t refund, etc.) To top it off, half of my calls were repeat contacts, meaning these customers had ALREADY been on the phone with us multiple times over the same issues. As the day went on, things just kept getting worse… and worse…. and worse.
Finally, toward the very end of the day, I got yet another repeat contact call and discovered that the person who’d originally handled the contact had not only given the customer incorrect information, but had also made it impossible for me to help her. Coming at the end of a very long day, and knowing there was now no way I could help, I just lost it. I contacted my lead about it (who reported him) and made sure to mention the rep’s name in my notes and reference his mistake. Generally speaking, I try not to draw attention to other people’s mistakes, but this time, I’d had it. I had an NRR to consider!
As soon as I got off the phone, it hit me:
I’d made the same exact type of mistake just two days ago. Not only had I made the same type of mistake, but my mistake could have cost a customer over a thousand dollars and there would have been nothing anyone could have done. I reported it to both of my managers and thankfully things were worked out in the end (I prayed hard about that one!) but my mistake was so so much worse than the one I was inconvenienced by tonight. And you know what I was most thankful for (aside from the fact that I didn’t lose the customer all that money)? I was most thankful for the fact that my managers were gracious, kind and understanding of my mistake. Yet here I was, reporting someone else for a much lesser offense, because I was so concerned about my own scores that I didn’t bother to take a moment to consider the situation from a place of love or compassion.
It’s funny how that works. It doesn’t take long for me to start acting reprehensibly when I take my eyes off God and start worrying about [fill in the blank.] I’ve experienced this lesson before, but apparently (obviously!) I’m a slow learner.
I feel horrible.
So tonight, I’m praying for the CSA who made a small mistake that I was unkind enough to draw attention to. I’m taking my own advice and praying that his manager will also be kind and gentle with him and that God will redeem the situation and bless that person, despite my actions against him.
And I’m praying that maybe, just maybe, the lesson will sink in this time!