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Comments

Johnnie Moore

Yay! Let's whoop it up (well, down) for us introverts. Good post.

Steve S

Good posting! Vigilence is required to ensure that service delivers service and provides an easy path to provide more. Heaven forbid, we abuse that service opportunity to intrude unasked for to offer more.

Expectation setting is so critical, and delivery of services so much more important. This could have been a good idea had it been executed differently.

Aleah

Michelle, there is a wonderful book called 'How To Thrive as an Introvert in an Extrovert World' by Marti Laney - you should check it out, from one introvert to another. :-)

Joe Ely

GREAT post, Michelle, well captured. I have not been able to put my finger on this nearly as adroitly as you did.

And shame on ML for forcing their sales services without an "opt out" at a minimum.

Joe

felix gerena

Yes, marketing relationships must be grounded in respect. DonĀ“t try to force because the client can get bored and the most you will build will be a relationship based on need. But that client will be looking forward to fly to another brand.

The explanation you give about introverts and extroverts is very accurate.

Peter Davidson

I totally agree. Companies can't have it both ways. The bank can't encourage/train us to use peopleless systems like telephone systems and ATM machines and then transfer us to humans for the up-sell. I usually hang up too.

Andrea Learned

Ah yes.. sometimes a brand decides it needs "the human touch" without really asking its customers just where and when that is desired, or when email is preferred (like in your husband's case). I know that I prefer to use email for technical or shopping support over the "online chat" option, any day. Online chat or personal touch were the big breakthrough lo those 5 years ago, but they are only really efective when that is what your customers want. ((I wonder how often "online chat" is used on those sites that offer it?...)

You know I'm with you on this one, Michelle.

Gina

Thank you for your thoughts and the Atlantic article, which I consider a 'modern classic' and alas, although I am outgoing and interactive,
I am also an introvert.
Recently we relocated from Europe ((yeah, that 'goode//ugh olde one')) and I have been shell-shocked ever since, on a quasi-daily basis by being stuck in endless voice-mail-trails starting with 'punch 1 for English' andsoforth ending with 'we have changed our menue options' which leaves me clueless and exhausted and really frustrated after 20 min of achieving : NOTHING.
Except wasting my time.
Just talking of basic everydaythings like calling a utility company.
Can't wait to get back to the ugh-olde-Europe.
Gee, how can you Americans tolerate this ?

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