Notes on customer service: kind words

When families and loved ones contact Legacy.com for the answer to a question, or to seek resolution to a problem, they are often in the midst of some of their most trying moments. Their world is out of balance and, to top it off, they are often navigating a network of unfamiliar services, while dealing with their own feelings of grief, anger and confusion.

It is our job to do our best to meet their needs with urgency and compassion. Anyone who has ever provided a service to someone going through a sensitive time knows that, often, the best reward is not hearing from your customer again. This usually means we have done our jobs, solved a problem or answered a question and, in our case, made their time of grief slightly less difficult.

It would be disingenuous to say that we don’t have our share of hard days or bad days here at Legacy.com. Dealing with death and tragedy is difficult for all involved. It’s hard not to take it personally when someone expresses their displeasure with their experience. It’s even harder not to be overwhelmed by the depth of the grief around you. At the end of the day, we can’t make everything better, just those matters we can control.

When we do receive praise from customers, it’s often passed around like a treat. Hearing from a daughter who is comforted to read stories from her father’s childhood friends, or learning that the Guest Book has helped long-lost friends or relatives to reconnect, is a gift to us. It is a satisfying ending to the small role we played in this person’s story. It’s impossible not to be proud of what we do here and grateful for the opportunity to do it.

Below are some of the notes we have received that moved us:

  • I want to thank you for your kindness and generosity, allowing me access to my father’s memorial site. I was able to send an e’mail to a childhood friend that I haven’t talked to in 3 decades and also get a copy of a picture that she posted, taken in the 1970′s.
  • I just wanted to say thank you for this wonderful feature you have for our loved ones. I smile everytime I read an entry to see all the people around the world who truly loved my father and his music. What a great way to honor him
  • I do want to thank you for this service you offer to friends and family, especially to those living out of state/country. Sometimes you want your condolences to arrive quicker than a card and you are able to somewhat share feelings with others, if you can not make it to the services.
  • Carolyn…thank you so much for making my dad’s guest book available…seeing those messages made me feel just how he mattered to others in his lifetime…I needed that this morning…thanks again and God Bless
  • Thank You so much for your quick response, this site is dedicated to my wonderful daughter who passed away. Your memorial site is such a relief for me as I can go in and say how I feel and felt on any given day as I miss her so much I would just like to say Thank you again for your wonderful memorial site
  • Heidi is my sister and I was not aware that this guest book was available. I am so grateful to you for having this on your website. It has brought comfort to me,just reading from the guests, most of whom my sister Heidi and I grew up with and have not heard from in years

About Erin

I joined Legacy.com in 2005 as a part-time content screener. I moved to the customer service team in 2007 and shortly thereafter added client service to my arsenal (working with newspaper affiliates and funeral home partners). In 2009, I was honored with the position of Client Support Manager, overseeing both customer and client support. This position allows me to be involved in a little bit of everything here at Legacy. I get to solve mysteries, help clients, advocate for customers and no two days are the same. In my free time, I enjoy traveling (often preferring the journey to the destination), cooking, and spending time with my husband and daughter.
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