Listening Goes A Long Way
Read More: I have been in the process of changing my email over to a new one and sometimes this causes some problems. I understand this but I have to say my experience with Paypal today was well beyond this switch.
This story represents a growing problem I have noticed in customer service at many different companies. Here goes...
One of the many things I do is sell beading supplies on an artist's site: Etsy. www.byjanelle.etsy.com So, naturally I made the email change there as well at Paypal as this is the form of payment I accept.
I received an order today from my Etsy store and my notification came to my new email address. Great!
So, now I wait for my notification that payment was made. Well, I found the notification at my old email address from Paypal. I went to my Paypal account and noticed that this transaction was nowhere to be found, nor was it added to my account balance.
I went to the link "contact us" and then to speak to them. If you haven't used Paypal before or had to call them, you are given a pin number that is good for 60 minutes.
I called them and instead of asking me for my pin, it asked for other information that wasn't necessary. It took forever to get through the automated part and I was finally connected to an actual person.
I explained that it never asked me for my pin and asked me for other information that didn't apply.
Her response: the pin is only good for 60 minutes.
My response: I called within 30 seconds.
Her response: as I said it is good for only 60 minutes.
My response: and as I said I called within 30 seconds.
Her response: I apologize for the difficulties.
I then explained the situation regarding my Etsy order and the problems coming out of Paypal.
Her response: the order was probably made to my old email.
My response: the order game to my new email but the Paypal notification of payment received came to my old one and the payment doesn't show up in my Paypal account.
Her response: that's because the order was placed through your old email.
My respnose: NO, as I said: the order came to my new email, it was Paypal that came to my old email.
Her response: Would you go back into your Paypal and add the old one again.
My response: Okay. Doing it right now.
Her response: It should show up now.
My response: No, it isn't there.
Her response: Could you hold for a couple of minutes?
My response: Sure.
She returns and says it should be there now. Yes, it is there I say.
I then ask: could you please explain what happened so that if it happens again I will be able to explain it when I call Paypal and maybe things will go a little quicker next time?
Her response: when you made your eBay listing...
My response: excuse me...it wasn't eBay it was Etsy.
Her response: oh, well anyway, when you made your eBay listing you probably still had your old email address.
My response: Listening is a beautiful thing...let's try this again. This wasn't an eBay listing, it was an order from my Etsy store.
Her response: Okay then. Thank you for calling Paypal. Is there anything else I could help you with?
My response: wait a minute. You still didn't answer my question. I would really like to know what happened so that we know in the future how to fix the problem.
Her response: (giggle) oh, sorry. Yes...your eBay order was processed through your old email...
My response: Excuse me: it wasn't eBay! And the order was placed through my new email. I think since the situation is resolved this time and you don't really know what happened then we should just end the call. Thank you for your help, (her name). Have a good day.
Her response: Thank you for calling Paypal, is there anything else I can help you with? (OMG) I just said the call was done)
My response: No.
Her response: thank you and have a nice day.
Seriously, that is how the call went. Insane. I wasn't expecting the representative to have all the answers. What I did expect is that she actually listened to what I was saying. Even if she had to transfer me to someone else because she didn't know is better to her just not listening.
I am of the mindset that if you listen to your customers, you will then have happy customers. It is okay to say: I don't know. People will respect that answer. If you don't know, you can certainly work on finding out the answer.
When you don't listen to what people are saying, they simply won't return.
And in Social Media Marketing, if you don't listen to what people are saying, then you won't gain any respect and you end up branding yourself in a way you don't want to brand yourself.
When people are talking to me, then it matters. I don't have to agree with everything said, but when people speak, it should matter. Listening applies to emails, forums, chat, etc. So much of our communication happens online now. So, it makes sense that "listening" also means: "listening to what you read".
When you don't listen, then it becomes apparent in your responses. Quite honestly, when you don't listen, you end up sounding kind of foolish. Not knowledgeable. Ignorant. Lacking intelligence...you get the point.
I don't know why "lack of listening" has become so prominent today but what I do know is that LISTENING GOES A LONG WAY! This applies to all aspects of your life: business & personal.
You want people to listen to you, so start by listening to them. The next time someone is saying something to you: just listen. It is really easy to do.
Please leave a comment with any insights you have on this topic. Also, if you like this article, please be sure to vote for it. Thanks.
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Comments: 3 
About the Author: Janelle Rydell
Member Since: 06/15/2010
I'm a Distributor For:: One-24
Other Company: Beads and More by janelle
Industry: Other
Primary Web Site: http://www.janellerydell.com
Twitter: JanelleRydell
Facebook: http://www.facebook.com/janellerydell
Lol, I have been there
I know it is not really funny - but it is. This is a call that we all seem to have on a regular basis. Listening is probably the most important skill we should master - it is not what we say that is important it is what we hear and how we act on it. good post!
Paypal
I cant LOL,cause,you never said if you were talking to India,or America? When things were good,i used to keep 50-60 K in Storts account,and untill i realized,that there not Fdic Insured, ,,But if i got some one from India,who i had NO clue what they were saying,i would ask for a supervisor,and 99-100 times,the woman would allways say she was, well then i went into i just had 6 teeth pulled on steriods,and the novacine was wearing off, sure enough,when they couldnt understand ME!, i allways got a Male,that spoke great english.????????? And with a weird name like Storts Welding Co.( Not your Normal every day name) i can kind of see if ya got one of the locals, where ebay and your store to THEM was close,Because what you said,they Dont listen!, try www.gethuman.com and you will usually get a USA tel# for the co,and they tell you the wait time, or,try the toothless wonder on steroid trick,..Just curl your toung back,and Jabber away,works with all people that you have a hard time with the language barrier,and I try telling them,before my teeth fell out,(not on has ever said,you sounded fine 5 mins ago,so ya gota rattle there cage) that we have a langure barrier,and there,and all say the same thing, Ill talk slower,oh,So i say,Oh Wonderful!i wont understand you in slow motion,all along not being sarcastic,trieng to be friendly,But i dont think they know what that is?. So you have to play there game to get them to listen to you,IT STINKS, and im 100% behine you,But some times,you have to stoop to there level,to get any place!,,Good Luck,Jack
Response to Jack
Hi Jack, they were here is America. I do see you have had some problems with this and this article struck a nerve. That means I wrote something people can relate too.
For me, I always try to stay true to myself and not worry about "playing the game". If you always do that you will be able to accomplish much more in your life and business.
Thank you for your insights.