Flipping It: Reverse Customer Service

Flipping It: Reverse Customer Service

Why is it that when we’re the customer, we sometimes feel we have a pass on our responsibility to kindness and gratitude?

Here’s an idea…

What if we flipped things and participated in reverse customer service? What if we, as customers, tried to be kinder (a little more often … every day) to the people helping us through their work?

You might be thinking, “Why should I be the one to work to be kinder to that person at the checkout counter (or at that gate in the airport … or wherever) when he always treats people the way he does week after week? After the day/ week/ month I’ve had? Why should I be the one who has to be nice when I’m the customer this time?”


This whole thing … me working for you, you working for me … is not supposed to be a battle. It’s supposed to be about helping each other enjoy more of our day. (Much more aspirational than just helping each other get through the day, isn’t it? Few of us want to live a life that’s just about getting through it, right?)

If more of us, more often, made a deliberate effort (every day) to be kinder to the people giving us their work (serving us), it’d be nothing but a good thing.

More enjoyable, more inspiring for all of us.

Some simple ideas for reverse customer service below.

Wonderful reminders to be kind and considerate ... to Love Your People. Get the tumbler

A few ideas for reverse customer service…

I remember the person giving me their work is just like me. Maybe they love their job. Maybe they don’t. Maybe they’re having a good day. Maybe they’re not. Maybe their boss is good. Maybe s/he’s not. Doesn’t matter. I do what I can to be a little more helpful to their day.

Maybe I start my next exchange with someone with the smile I wish they’d have for me. Maybe I ask my questions or make my requests a bit more humbly rather than grumbly. (Something about the phonetics of ‘umbly’ that makes me want to go all Dr. Seuss on you.) Maybe when someone starts an exchange with me with something less than I’d prefer, I give him the break I’d like to be given.

Drawn happy service grocery store

All of us are on both sides of the customer service experience every day (externally and internally).

Maybe if we’re a little more considerate (kind, respectful – Loved Our People) … if we looked inside ourselves to help improve the experience (rather than outside) … maybe we’d more often find what it is we wish we’d experience.

You’re at my service and I’m at yours.

One more thing…

A few of my thoughts on being more approachable and inviting … from the other side. Use this link.