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November 02, 2010


David Kay

I must be a grouch, too. If I want "friendly," I'll go see a friend. When I deal with service professionals--and remember, most of us would rather not--I want "courteous."

At least he didn't mention a picture of your daughter or anything, so you can at least *imagine* he didn't Google you or look you up on Facebook.



In an age when form letters are so prevalent I am not as offended by his email as you seem to be. While informal I find an email such as that a bit refreshing. KUDOS to Paypal for allowing their Customer Service Agents the leeway to personalize their emails.

Alan Charlesworth

hmmm, do I start this 'hi Leslie' :)

I'm in the UK and over here the whole 'have a nice day' approach usually goes down like a lead balloon - probably because we don't do it very well.

I think the PayPal dialogue which is most problematic is the 'I hope you have enjoyed your day!' line.

Anyone who has sent in any kind of problem/query is likely to shout at the computer 'of course I haven't ... I've still not sorted out the problem I've contacted you about.'

That said, I prefer this to the 'techie' reply that talks in a different language or the reply which doesn't actually tell you anything.

Footnote: I'm being picky, but the syntax of 'I hope you have enjoyed your day' seems wrong. 'I hope you are enjoying your day' or 'I hope you enjoyed your day' sound better. Or is that just a Brit thing?

Leslie O'Flahavan

Thanks for your comments, David, OnlySarah, and Alan. If I am keeping score, it's three grouches (David, Alan, and Leslie), to one generous, open-hearted person, OnlySarah, who's congratulating PayPal for giving agents leeway to personalize. OnlySarah, you're right. PayPal does demonstrate trust. Now they just need to give agents feedback on their writing choices. The company may like this over-eager tone. Either way, the agent should know. Thanks for your comments, everyone. I hope you have wonderful days and weeks! (Smiling, not smirking...)

Leslie O'Flahavan

Posted, with his permission, on behalf of John Razzano: "I understand what you mean by offhanded insincerity. When people ask how you are, they don't expect or desire a response other than, 'Fine.' And perhaps he was a bit too perky, but I would hardly call his tone 'creepy.' When I read your blurb, I was all set for something dripping with Vincent Price-like phoniness and was disappointed when all I got was Wal-Mart associate speak. Lighten up there grouchy."

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