Why Tiffany Haddish Should Lead the Customer Service Revolution
To the brands and companies that lack the ability to be honest and real with those who engage with you, the story of Tiffany Haddish is what won't happen to you.
Tiffany Haddish grew up in the foster system in Los Angeles and despite that challenge and more, she perservered and was deemed a scene stealer in Girls Trip, the 2017 female-led comedy that made her a household name.
Cut to her fame today and if you're on Twitter, you've probably heard she has worn the same Alexander McQueen gown three times now to major events in Hollywood because of the cost (around $4K I believe). In Hollywood, this is, of course, a huge no no.
Last night when presenting at the 90th Academy Awards, she was seen wearing that same gown and slippers on stage for the sake of comfort - something every woman wearing 4-inch heels for hours can relate to. What makes Haddish so adorable is not only her humor, but that she refuses to accept the unspoken rules of Hollywood. And she tells her truth, no matter how controversial.
Prior to the Academy Awards last night, Haddish was doing the talk show rounds in January this year. She told a very candid story about her experience filming Girls Trip in Louisiana, most notably that she purchased a Groupon for a swamp tour outside of New Orleans.
She happened to invite megastars Will and Jada Pinkett Smith to attend the tour with her, who asked "what's a Groupon?" Hilarious, right? Groupon then approached her and asked her to star in their Super Bowl ad because, well, who couldn't resist a real testimonial from one of the biggest breakout stars of the year?
After Haddish and Maya Rudolph hilariously presented an award last night at the Academy Awards, there is now a petition for the two of them to host the Academy Awards next year. Today, Twitter is begging Hollywood to give them anything starring the duo.
So, what does all this have to do with customer service?
The more real and honest you are, whether you're an enterprise company, a brand or person that's a brand, the world will be irresistably attracted to you. Why? In a world of perfectly canned and automated Twitter responses from companies and brands, even just the slightest bit of honesty is refreshing and relatable.
Some brands have even managed to use a bit of humor to their advantage to calm an upset customer that took to social media to share their complaint. The reason many people take it there, including myself, is that we want to feel heard. We don't want your standard response; that you're sorry to hear our experience was negative. It's of waste of breath and time to hear that.
This week, after I vented my frustration on Twitter by tagging AT&T and Geico, I got the standard response; what can we do to help? I told both companies that I already reported my frustration numerous times in a variety of forms, including by phone, email and even in a post-call survey.
Now, I don't blame the people on the other end of the phone or computer. They have a list of canned or automated responses they can't edit the slightest. But when companies don't empower real customer service to take place by allowing your reps to be honest about the situation at hand; I'll take my money to another brand or company that will.
For me, the lesson here is easy. If you're honest, real and genuine with your customers, the world will be attracted to you, just like Tiffany.