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.
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Customer Connection Gap[/caption]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.