The other night I was sitting outside, watching the fire die down. One kid was still half-asleep in my lap, mumbling something about dinosaurs and jannah. The others were inside, winding down after a long day of chicken drama, goat escapes, and endless questions about how many stars there actually are and somewhere between the smoke and the silence, I started thinking about something completely different — customer service.
I know. Random.
But hear me out.
Everyone’s Chasing Speed — But No One Feels Heard
Businesses love to talk about “efficiency.” Faster replies. Quicker resolutions. Response time under 90 seconds!
But here’s the uncomfortable truth: speed doesn’t build trust.
What builds trust is being understood.
It’s hearing, “I’ve got you” — and feeling like they actually mean it.
The Gap No One Talks About
There’s a widening gap right now.
On one side: Customers who expect empathy, clarity, effort.
On the other: Companies obsessed with automation, reducing tickets, and slashing support costs.
And what’s in the middle?
Silence.
Not literal silence — but emotional silence.
The kind where a customer walks away with their issue resolved… but their heart untouched.
That’s where trust starts to erode.
And the scariest part? You won’t even notice when it happens.
AI Is Not the Problem — It’s the Mirror
I love tech. I build with it daily.
But let’s be real: AI won’t save a company that doesn’t care.
It’ll just reveal the cracks faster.
You can’t solve relationship problems with automation.
You have to design your way through them — with empathy, not just engineering.
When a bot answers coldly, it’s not because it lacks a soul.
It’s because no one gave it one.
Imagine This…
Someone changes jobs. They need to update their banking info.
They tap the chat icon.
Instead of a robotic wall of prompts, they see:
“Hey, congratulations on the new role! Want me to help you update your direct deposit?”
Simple. Warm. Human.
Maybe a few clicks later, a real person steps in. Smooth handoff. Everything done in ten minutes.
Now compare that to:
“Please enter your account number. Press 1 to repeat. Press 2 to rage-quit.”
Both are “efficient.”
But only one feels like you matter.
What I’ve Learned from Life Off the Grid
Living out here, raising six kids, growing food, building systems — it all teaches you something fundamental:
You can’t fake care.
You can automate tasks.
You can optimize processes.
But presence?
That’s either there, or it’s not.
Whether it’s in a voice, a message, a chat bubble — people know when you care. And when you don’t.
Five Reminders for Anyone Building Customer Experience Today
Whether you’re running a startup, a clinic, a course, or just thinking ahead — here’s what I’d remind myself (and maybe you too):
- Stop treating support as a cost. It’s your most sacred trust touchpoint.
- Check your language. Does it feel like a friend or a FAQ?
- Design for emotion, not just execution.
- Measure how people feel after talking to you.
- Hire the right people — not just coders, but carers.
What Kind of Future Are We Building?
I think about this a lot.
Not just in tech — but in parenting too.
We’re always designing the future.
Through how we speak. Through how we listen.
Through every “I understand” and every “How can I help?”
And the scary part?
Every cold, scripted interaction is a vote for the kind of world we’re normalizing.
My Final Thought Tonight
One of the kids asked me last week, “Papa, can robots ever become good people?”
I said, “Only if the people building them are.”
So whether you’re building a chatbot or raising a child — remember:
People don’t remember how fast you solved their problem.
They remember if they felt safe while you did.
And that… changes everything.
⚠️ Disclaimer
This post is personal reflection based on my experience building digital systems, consulting, raising a family, and observing what makes people feel seen. I’m not an academic or customer experience guru. I just believe in care, clarity, and character — even in code.
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