Ah, the temp. The transient ninja of the business world. Slip in, get the job done, slip out. Leaving behind nothing more than a 95% customer satisfaction score and a legend. Not an easy job, but somebody’s got to do it.
I found myself faced with this task during the holiday season at Lulu. No big deal. I have done customer service before. Phones, emails, chats. I get it. Just show me to my desk so I can do this thing. But at some point – and I’m not sure if it was the multiple puppies I saw around the office or the incredible snacks – I knew Lulu would be different.
I was right. Every day was pretty awesome. One day I came across a calendar called Peanut Butter Dogs in Lulu’s bookstore, and I don’t think I need to explain that any further. Another perk is everyone at Lulu has a nerf gun, but it’s cool because everyone’s aim is bad, you don’t really have to worry about losing an eye. All that said, what made my experience really awesome was Lulu’s authors, readers, and creators.
The support team at Lulu is called Customer Voice because we hear you and work with you to solve your problem. Prior to this assignment, I had no idea how educational customer service could be. It was an unrivaled opportunity to learn new things. For example, I can now tell you with certainty that male and female Sasquatch smell differently, as well as the best places to visit in Upstate New York during the fall.
On any given day my responsibilities included: recommending a format for a children’s book about rescued Greyhounds; helping a beekeeper find a how-to book on building a top bar hive; or assisting a holocaust survivor in placing another order for his memoir – all published through Lulu. Every day was different. You never knew who would be on the other end of the phone, chat box, or email. But, what you did know, was that you were talking to someone who was doing something that they could not have done without Lulu. And that was pretty neat.
Alas, as is the nature of the temp (and ninja), I eventually had to say goodbye. But, not before getting my very own nerf gun! And all the snacks I could fit in my bag (that was cool, right?).
Thank you to Lulu, the authors, readers, and creators.
It was great getting to know you!
Update: We invited Chelsea for a return engagement to help us coordinate upcoming events in the US and Europe. We are delighted she accepted. We wonder what she will learn from this experience?
Chelsea oversees Brand Engagement for Lulu. That means she’s in charge of finding great events for authors so we can attend and share our knowledge with you. She also directs the creation of content to make sure it fits Lulu’s brand and is helpful for our users.