What we can learn from Seneca about proactive customer service?


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Seneca statue

Sometimes, just after I have published a blog post, I wonder about the impact my writing has on the people that read it.

Then, from time to time, I receive feedback on something that I have written, where I learn more from the feedback than I did from the thinking about, or writing of, any piece that I have produced.

Such a situation happened the other day regarding a previous article posted here on Forbes: A Story About The Benefits Of Proactive Customer Service.

Here’s what happened.

A lady by the name of Karyn Anjali Glubis, who is Director of Corporate Solutions at Centurion, Inc., a customer service solution provider in Florida, sent me an email. First, she thanked me for the material that I write and then she pointed out that there were a couple of grammatical errors in the aforementioned post.

She was worried about how I would respond so she ended her email by saying:

“Awesome work and I hope this doesn’t come across the wrong way. I am just trying to help.”

I wrote back and thanked her for her email, saying that feedback is always helpful and, further, asked her if she would be kind enough to point out the errors she mentioned.

A few hours later, Karyn replied. Attached to her email was a document containing the article with all of the errors highlighted and  suggested changes alongside.


I have since gone back and amended the article. Thank you, Karyn.

That’s not where the story ends as she went on to share with me a quote from Seneca.

“He who gives when he is asked has waited too long.” – Lucius Annaeus Seneca

Now, I know a little bit about Seneca and his work but did not know this quote. I am now a big fan of Karyn and Seneca as, I believe, this quote captures the whole philosophy of proactive customer service that I have written about before.

Further, I believe that Karyn’s actions typify this quote. In fact, they probably go further than that as I have no connection with Centurion, the company that she works for.

But, I would say that, if Centurion embodies the values and actions of Karyn then I, for one, will be keeping a close eye on their development and progress.

Finally, I’d like to say that I make no promises about my articles being grammatically perfect. But, I do try very hard. However, if you do spot an error then please feel free to email me.

This post was originally published on my Forbes column here.
Photo Credit: mmarftrejo via Compfight cc

Republished with author's permission from original post.

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.


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