Lessons from Customer Service Flubs
Star Date 10.06.2025
The names behind these failures are not important. I’m sharing my worst customer service experiences not to punish the employees who blew it, but to highlight the negative consequences of neglect. These stories stay in my head because they remind me how unnerved I became—and how I never want to make others feel the same way. Two of these flubs happened within the last month; the third feels like yesterday even though it was nearly three years ago.
#1 The Quest for Energy Independence Goes Dark
I asked Alberta, my virtual assistant, to help me research solar panel companies before federal tax credits expire at year’s end. The salesperson seemed promising—he understood I was serious and assured me a quote within 24 hours if I filled out their online form. I complied. And then… silence. Left in the dark, literally and figuratively. My conclusion: if that’s how they treat me before I sign, I can’t trust them after. If I ever get past the bad taste, it will be with a competitor.
#2 My First Dining Experience in New York City
This one still gets under my skin. If I were a stand-up comedian, I could do a whole show about it. Picture this: I hadn’t eaten in 24 hours after a travel day that included a four-hour flight delay. I walked a mile to the hotel, joined friends in the lobby, and lost track of time in conversation with my new tribe. We were famished. The restaurant was short-staffed. Every attempt to get help felt like a silent middle finger.
I fetched my own water. The waiter seemed annoyed to even be there. Our food took forever. When I asked for a steak knife, I was promised help—but none came. I ended up sawing my steak with a butter knife. No apology, no care. The only saving grace: they didn’t ask us to bus our own table before we left.
#3 Beloved Cell Phone Provider Becomes Public Enemy #1
The last thing any company should do is take a loyal customer for granted. My provider of decades went one worse. They once offered us a military family discount, verified in-store. We complied. Then the rules changed. Reverification became so convoluted that we missed a detail—and lost the discount.
I’m patient. I’ll wait on hold for four hours if needed. But now reaching a human feels impossible. The AI voice even told me to calm down. By the time I reached a live rep, I unloaded. My hope: that the recorded call made its way to management, so they could hear exactly what happens when an advocate becomes an adversary. Bottom line? I will never return. I’d rather send smoke signals than use their service again.
If there’s a silver lining to these flubs, it’s the lessons they leave behind. They remind me to:
Acknowledge people.
Understand their needs.
Follow through on promises.
Keep rules clear and simple.
Above all, treat others the way you’d want to be treated.
That’s not just good customer service—it’s good humanity.
As Jesus taught: “So in everything, do to others what you would have them do to you” (Matthew 7:12).
Have a great day.
Captain’s Log: Addendum
Spock:
“Curious, Captain. Each of these failures reveals a lack of logic in human systems. Promises made without follow-through are statistically bound to erode trust. Trust, once broken, is exceedingly difficult to restore.”
Bones:
“You’re right, Spock, but this isn’t just about logic—it’s about people. Folks get hungry, frustrated, and tired of being ignored. And when they’re treated like garbage, they don’t forget it. Michael’s stories prove that. The damage is personal.”
Spock:
“Indeed, Doctor. Logic dictates that consistent respect and responsiveness are the most efficient strategies for sustained loyalty.”
Bones:
“Or in plain English—treat people right the first time. Otherwise, you’ll lose them for good. That’s the real diagnosis here.”
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