#NoBullshitCX
When dealing with difficult experiences, respect costs nothing but delivers a lot.
The Dutch tax authority has been using a brilliant slogan for years: “๐๐๐ฑ๐๐ฌ: ๐ฐ๐ ๐๐๐ง’๐ญ ๐ฆ๐๐ค๐ ๐ญ๐ก๐๐ฆ ๐ฆ๐จ๐ซ๐ ๐๐ง๐ฃ๐จ๐ฒ๐๐๐ฅ๐, ๐จ๐ง๐ฅ๐ฒ ๐๐๐ฌ๐ข๐๐ซ.” I think this is a very healthy view of unpleasant events. Some things in life are never going to be fun โ paying taxes, filing complaints, settling debts. But even when the situation is unpleasant, you can still make the process simple, clear, and respectful. In other words: ๐๐จ ๐ง๐จ๐ญ ๐๐๐ ๐ข๐ง๐ฌ๐ฎ๐ฅ๐ญ ๐ญ๐จ ๐ข๐ง๐ฃ๐ฎ๐ซ๐ฒ.
We used to have a debt collection agency as a client. By definition, if you are dealing with a debt collector, you have a problem, and often a serious one. It would be easy for those interactions to become tense, aggressive, even hostile. But this company chose a different path. They made a clear commitment: treat every debtor with dignity, be transparent, and make it easy to resolve the situation.
And it worked. Their CX metrics were among the highest scoring we had seen; not because anyone loved paying off debts, but because people felt respected, understood, and supported while doing it. I cannot say I enjoyed reading the comments to those surveys as much as I enjoy reading those about sparkling wine or grilling sets. But I did learn that customer centricity is not about sugar-coating tough moments. It is about making life easier โ particularly when life is hard.
