Is there anything worn under the kilt? No, it's all in perfect working order.

~ Spike Milligan ~

Care Tackles Web Wild West

October 23rd, 2011 ~ Est. reading time: 1 min, 58 secs

Where's the care on the Web?

The Web is weird, isn’t it?

One moment you are looking at a website, reading and enjoying its content.

Then, “click.You flit to another page of suspicious pedigree. Perhaps it looks good and everything seems fine. But there’s no place for feedback, and you don’t get a sense of who’s running it. It could be okay. Then again, it could be some money-laundering front for a gun-running, fraud scamming, illegal operation. Okay, I’m exaggerating. But you know what I mean.

Welcome to the wild west of the web. The Internet may seem to have everything. But what it lacks is a strong presence of people who care.

Take the websites representing many companies you know. Post a request and you can expect a 50/50 chance of getting a timely reply. Even then, it’s likely to be crammed with comments revealing the staffer couldn’t care less. No respect. No regard for you as human. Just hurry up, pay up, and go away.

What about a better way? One where people at the other end of the web realize you’re a person with real needs. Where giving you a courteous reply isn’t considered a premium service – with an extra charge attached – but a value worth living by.

I suspect people forget. Like drivers blaming the other “car” ahead of them. People forget that when it comes to the web, real people are driving.

Maybe it’s my age, but I don’t “get” indifference as a business approach. Nor do I respect high profile types who use others to make themselves look “big.” If anything, their small thinking is embarrassingly plain. Fake care becomes obvious, doesn’t it?

Like the “We value your call, so please don’t hang up” messages you get on hold. How much they value your call is clear by the lack of staff they have to receive you.

We know this instinctively, don’t we? So why do we put up with it?  Simply because we feel we have to. Take paying bills. We’ve learned indifference as a defense. Care is so rare, we feel the need to assume a shielding stance.

Sometimes, when people at the other end turn out to be uncommonly friendly and helpful, it’s astonishing. We don’t expect care anymore. So when somebody actually cares about you and your need it touches an emotional chord.

So, here’s a challenge: why don’t we decide to set our own standards? We can raise the bar higher than the mediocre level we keep getting, and actually make care a priority in what we do. Given everyone is so desensitized, we can’t expect much care back. But choosing to care is a decision that ripples out. Then, even in the smallest of ways, we are making a difference.




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