Selective “Neighborliness”? A Missed Moment for Connection
One thing caught my attention this holiday weekend.
Nextdoor — a platform built on the idea of connecting neighbors — didn’t take a moment to acknowledge Easter or Passover.
And I have to ask…
Why?
Isn’t that the simplest form of being neighborly?
A message of hope. A moment of unity. A small gesture that says, “ We see you.
We’ve seen posts for:
Thanksgiving
Christmas
But nothing for:
Passover
Easter
Hanukkah
New Year’s
That inconsistency stands out.
Especially on a platform where:
User posts are moderated inconsistently
Content is flagged or removed without clear reasoning
“Community standards” feel… haphazard at best
So again — why not take the opportunity to bring people together?
With all the engineers, product managers, and resources, couldn’t something as simple as a scheduled holiday message be implemented?
It’s not complicated.
It’s intentional.
The good news? Greek Orthodox Easter is coming up.
Maybe that’s the one that matters.
Or maybe — just maybe — consistency, inclusion, and genuine connection should matter more.
#Nextdoor #Community #Leadership #UserExperience #Inclusion
Beyond “Bye for Now” — The Real Skill Gap in Customer Experience
Following my recent post on the rise of “Bye for now” across BPO interactions, I want to go a layer deeper.
This isn’t just about a phrase.
It’s about behavior patterns—and what’s driving them.
Comfort Words Are Human… But They Matter
We all do it.
“Umm…”
“Ah…”
“You know what I mean…”
These are comfort fillers—things we say when we’re:
Nervous
Thinking on the fly
Operating on habit
I’ve spent years working to reduce them through:
Executive Presentation training
Dale Carnegie programs
Familiarity with Toastmasters International
And yes—I still fall into the trap sometimes.
But here’s the difference:
In a contact center environment, those habits become institutionalized.
We’re Hiring the Wrong Skills
There was a time when hiring focused on:
Typing speed
Multitasking
Process adherence
Today? Those are baseline skills. Everyone has a handheld computer in their pocket.
What’s missing?
👉 Active listening
Not just hearing.
Not waiting for your turn to speak.
Actually understanding the customer’s need before reacting.
Too often, reps are:
Armed with the “next step.”
Anticipating instead of listening
Driving toward process completion vs. problem resolution
That’s not service. That’s scripting.
Process Became the Product
Early in my career, process efficiency was everything—the soup du jour.
Metrics were being built. QA frameworks were evolving.
Now?
Those processes are so embedded that they’ve become indistinguishable across brands.
Hearing “Bye for now” everywhere is proof:
It’s no longer a choice—it’s a checkbox.
A Hard Truth About the Gap
From my experience working in L&D within BPO environments—particularly in the Philippines:
Process execution? Excellent.
Consistency? Strong.
Hospitality? World-class.
But…
Listening and comprehension still have room to grow.
And that gap shows up in the customer experience.
What’s Next
I’m looking forward to reading When Did You Stop Caring by Natalie Beckerman to see how her perspectives and solutions align with what many of us are seeing.
And for leaders serious about elevating QA beyond compliance…
I highly recommend connecting with Karen Romero.
She’s built programs that move the needle from measured interactions to memorable experiences.
The takeaway?
We don’t need better scripts.
We need better listeners.
Subscribe to NielFlamm.com.
#CustomerExperience #ContactCenter #LeadershipDevelopment #BPO #ActiveListening
A Different Kind of Sunday Watch
This Sunday, I stepped outside my usual picks and watched The Drama starring Zendaya and Robert Pattinson. Not my typical Sunday afternoon movie—but that’s exactly what made it interesting.
Curious how it landed for me? Check out my full review at https://NielFlamm.com → Videos → Movie Reviews and explore more of my movie takes.
#TheDrama #Zendaya #RobertPattinson #MovieReview #NielFlamm
Why didn't they call 911?
This was a suspenseful short, there is still a bunch wrong with the premises
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