It seems like no matter what you do these days, it’s hard to get in touch with a real person. I mean, it’s almost impossible. As a brand owner, I struggle with this too. I’m trying my best to be efficient by using AI while also building a system where people can talk to real individuals. I don’t have all the answers, but I want to highlight that this is a problem in the marketplace that you need to consider in your business.

Brands like Zara and H&M have faced significant challenges regarding customer service. Zara, for instance, has received criticism for its customer service, particularly in order fulfillment and returns. Customers report difficulties in reaching representatives and experiencing delays in responses, which undermines their shopping experience  . Similarly, H&M has been noted for inconsistent customer service, especially with online shopping. Many customers express frustration over the return and exchange processes, highlighting a lack of timely assistance when issues arise  .

As my brand grows, I realize we must be intentional about customer service. Automation can be an amazing tool, but what happens when it doesn’t work? What if you haven’t anticipated all the questions that might arise? When I’m frustrated about an order, I want to speak to a real human being. In my coaching, I emphasize customer retention; I actually reach out to 10 to 20 people who ordered that week to see how things are going and what we could improve. You might think this isn’t significant, but I promise you that not many people are doing it.

As we dive deeper into these topics, I want to shed light on what we need to consider for the future of our businesses. When people think of your brand, you don’t want them to associate it with these four words: Customer Service is dead.

In summary, let’s prioritize genuine interactions and thoughtful service as we build our brands. We can redefine customer service together and ensure our businesses stand out for all the right reasons.

God Bless The Entrepreneur.