Imagine you own a pizza joint called Ann's, home to arguably the most craveable pizza on Earth. Every Friday, like clockwork, an Indian sounding man calls and orders a pizza or two under the name of Sean. Oftentimes, an Indian sounding woman calls. Her name is also Sean. Occasionally, it's a younger sounding woman or man with no accent. Peculiarly, this goes on for over 10 years.
Flash to "Sean's" house, where little Shaan is growing older and asking questions. Why always me? Mom and dad answer only: They know Shaan. It's easier.
Over the years, the family's relationship with Ann's grows. The family lovingly calls the place "Annie's", and at the end of the delivery orders, Pizza Man says, "For Sean?" He recognizes the voice.
One Friday, there are visitors and a pizza with pepperoni and sausage is ordered. "Guests tonight, I see," the man says.
They call on Thursday to order calzones: "This is out of the ordinary," Pizza Man says. Annie's knows their schedule.
A good relationship with your favorite pizza place is like that of old friends. Or maybe nosey neighbors. But either way, it is comforting when you walk into the shop to pick up your pizza for the first time in months, and the owner says, "Hey! Good to see you!"
This was the case last Friday, when we went home to visit Shaan's parents and picked up the Friday night pizza. Pizza Man greeted the real Shaan with friendly familiarity--the kind you only receive as a "regular". Temped to devour half the pizza in the car ride back, we consumed it with delight over pleasant conversation with Mom and Dad (Sean and Sean). There is something about the way they cut the circular pizza into squares and the greasi-, salti-, soft-, crunchi-, cheesi-, perfect crusted-ness that brings you back over and over... to visit your parents, of course.
We are already craving a Friday night visit with Mom and Dad again. See you again soon!
Companies that outsource their customer service like to give their support employees anglicized or quasi-anglicized names for American consumers. A few years ago I received Dell support from "Randy," "Amy," and "Boris." Given the wave of computer companies outsourcing their tech support to South Asia it seems like a safe assumption that in about a couple of decades these tech support workers will start their own computer companies and design software and operating systems that will compete strongly against those in America.
ReplyDelete