I wrote a bad letter to a company I love.
The reason is this: I keep getting emails whenever Barb Wellington* orders books. "Order 66927...is on it's way! Dear Barb Wellington, You just ordered "Sex in Barbados" and "Candy Houses with Cornhusk Dolls"."
The next day, "Dear Barb Wellington, Your order number 66927...you know, the one with "Sex in Barbados" and "Candy Houses with Cornhusk Dolls"? Well it has been filled and it is on it's way." This is followed by another email confirming pickup.
This has been going on now for at least two years. I am wondering if Barb just wants to show off what she is reading to me, or maybe she just wants to boast that she can afford books all the time. She's such a braggart! Really, I do not know her, so I guess that part will always remain a mystery, though I am impressed with some of her selections.
I do have her physical address, perhaps I should cheer her on. "Dear Barb, The way you ordered that book, " Train Wrecks and Other Mishaps" was absolutely on point. Way to go with your brilliant taste in books and I applaud the grace with which you ordered. I hope you enjoy your reading as much as I have enjoyed witnessing your ordering experience! Sincerely, Krystal"
Funny, but creepy, right?
So perhaps I won't do that. I called the company about this issue a few times now. I figured that Barb probably wouldn't enjoy the idea that someone else always receives her order information and address. I thought that the issue had been cleared up after the phone call six months ago. Evidently not. I guess she just went off books for awhile and ordered other things, but now good ol' Barb is back at it.
One would think that an email address like mine would give it away immediately - it's not anything cute or repulsive, it's simply my name. Maybe they thought Barb led a dual identity or multiple personalities.
I wrote a nice and polite email to let the company know that this was still going on a couple of weeks ago. I even included a couple of good humored comments in closing to let them know that I wasn't one of THOSE people who get angry for such silly reasons. I have and do work retail afterall. In return, I received the most generic email back with their contact information. It did not reveal any recognition of the issue, and it seems like just a computer generated spam thing. I guess personality costs too much these days.
We are now at this point going in circles. Is it that difficult to simply remove my email address from her file? Goodness! So I wrote a mouthy little response - take that company computer!
All of this boils down to people becoming numbers for some big companies. Their employees can feel it. Their customers can feel it. As a customer, it's as though we're trying to have a conversation with someone who is just staring at our wallet, not unlike the way a few men I have known have unapologetical conversations with breasts. I understand money is important for any business's wellbeing and big companies supply countless jobs. I am grateful and love several big companies for what they do, their services, and the jobs they provide. It's just when they grow to be such a size they can quickly become disconnected with the people that work for them and their customers. From headquarters, they see us all in terms of demographics, quantities, and statistics. The quality gets lost. This is why "Undercover Boss" makes for such an intriguing television show, as well as at times being very inspirational. It seeks to reconnect the head of the business with it's core...and most of the time the abs are very out of shape and sport a muffin top.
This is where the appeal of the sellers of Etsy, Mom and Pop shops, Saturday Markets, and local establishments and small businesses comes into play. It's all about the personal connection. We sellers can see our customers, and appreciate them in a personal way, whether by a verbal thank you, or a handwritten note. The customers can see us, contact us directly with their questions, and have that personal yet professional connection. We are grateful when someone takes the time to comment, or ask a question, and elated when someone purchases our goods. Every transaction matters and the quality is paramount. The individual is celebrated. Personalities are not swept away under the high rise building, but instead put right up front in order to bring depth to interactions.
And finally, there are never computer generated spam message replies in your inbox.
* Barb Wellington is not her actual name, nor are these actual books she has ordered.
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