One of the biggest sources of continuous culture shock for me is the difference in customer service in Monterey County.
For reference, I am from a rural part of the United States with a decreasing local population and little tourism industry—so perhaps the culture shock is to be expected.
As Monterey Outsider, I feel it is my duty to share my hard-earned lessons as a Monterey County transplant—especially when it comes to customer service. For those visiting, I have a simple way to triage the customer service experience you may be having and help you develop a more compassionate response.
Take the Temperature of Your Experience
As a coping mechanism, I have learned to consider “the temperature” of the experience I am having. This helps me slow down and adopt a more compassionate response, and perhaps it may help you too.
Because, the reality of living in Monterey County means you endure some of the highest rent and most expensive medical care in the nation. For me, keeping this in mind often provides the proper context for a strange customer service situation.
Cool Customer Service
A cool customer service interaction means the customer probably has to do more work than they may expect, or that may have been expected in years past.
Example: Self checkout is sometimes the only option at local grocery stores and some local libraries will ask you to use the self-serve kiosk instead of visiting the checkout desk.
Example: When going through a drive-thru, I asked if I could get the onion rings I had ordered, instead of the fries that were in my bag. The worker said I was wrong and shut the drive-thru window in my face.
Cool customer service interactions are often not fun–for anyone. With the rising costs and pressures of daily life, it can feel unfair to also feel like you have to clock in for a short shift when trying to ship something at the UPS Store.
However, it is also important to remember how unappealing it is to work for minimum wage or how much more work these people face because of a shortage of labor.
It’s not an ideal situation, but in my opinion, it is important context to keep in mind when experiencing a cold customer service experience in Monterey County.
Warm Customer Service
Warm customer service is closer to the experience I had 5-10 years ago or in other places where people can more easily afford to live. Saying hello or goodbye when entering/exiting or offering a solution to a problem are examples of warm customer service.
It is still possible to find warm customer service! I highly recommend the team at the Burger King on Fremont Street in Seaside. In my experience, these people are hardworking, friendly and extremely human.
Hot Customer Service
You may be experiencing hot customer service if you are near a luxury good or service.
Example: Tasting room representative with a wine club brochure.
Example: Beauty shop owner leaning out of their Dutch door and shouting at you about their new blue laser mask treatment.
Many wealthy and even famous people visit Monterey County (not to brag, but I once sat next to Greg Kinnear at a California Pizza Kitchen). Therefore, there are plenty of places that offer luxury services and high-end products.
Sometimes it feels good to enjoy some hot customer service, getting a fancy spa treatment or enjoying an expensive cocktail. Just be prepared for the price tag!
Conclusion: Taking the Customer Service Temperature
It’s not easy to live many places right now and Monterey County has its own reasons for these challenges.
Learn from my many years of frustration and cultural friction and consider the temperature of the customer service experience you are having (and maybe adjust your expectations) to help you prioritize an informed and compassionate response when interacting with others.
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