I knew I was good at helping others and that’s what got me into Customer Service. Shared Inbox. Important Lessons Learned From Customer Service, 17 Christmas Gifts To Give The Schitt’s Creek Diehard Fan That Are ‘Simply The Best’, The State University of New York at Stony Brook, Here's What Grinch Quote You Are, Based On Your College Major, Teens And COVID-19 — How You Became Desensitized To Mass Death, 20 Things You've Said To Your Best Friend At Least 20 Times During The Year That Was 2020, Pardon You, Mr. Trump, But Your Pardons Are Bullshit, 25 Christmas Gifts To Get The Mom Who Gives You Everything, MadSoul Will Host A New Drive-In Music Festival This Winter In Orlando, 5 Ways To Put Your Mental Health BEFORE Your GPA During Finals Week. When we opened and closed our first backyard restaurant in 2012, we had no idea it would become an annual event. I dealt with all sorts of people, encountered several situations I didn’t expect to see myself in, and I was overworked most of the time. WordPress Customer Service Lessons Learned. In general, customer service skills rely heavily on problem-solving and communication.Customer service is often considered a “soft skill,” including traits like active listening and reading both verbal and nonverbal cues. Keynote at #SaaStock16 Patrick Campbell of Price Intelligently shares his learnings. I know this is well-known to everyone, but my personal experience had me believe otherwise. You know, with the whole "global pandemic, worldwide shut down" stuff. Customer service (retail, customer support, hospitality) jobs are, at times, looked down upon for being a low-wage type of job. This pandemic, which has taken 285,000 American lives thus far, gets at a truly human aspect of how we internalize tragedy. So who's going to get me a Moira Rose vocabulary calendar? Features. And now, it's finally the time of year where we can give back to our moms who give us everything 365 days a year. Learning how to do this requires confidence and leadership, and future employers will immediately notice. Although I was always a huge fan of communication, I still had (or have) my moments where I stall. Customer service has played a significant role in my personal development. All I want for Christmas is to give my mom the perfect gift! Don’t blame the person on the side of the phone. The payment for your phone did not come through? We have to remember that people are not perfect, and they are going to mess it up. Is that new TV malfunctioning? Another thing I learned in customer service is the absolute importance of maintaining kind, but stern eye contact. At work, I truly learned that talking out my feelings or thoughts, and discussing them, was the best way to deal with certain situations. Here are 20 things we've definitely said to our best friends this year in the middle of what was 2020. If you’re currently in the industry, or any other deemed “low-wage,” I’d encourage you to dive headfirst into the job, and give it 100% commitment. It teaches you life lessons that can not be learned in school or an academic setting. This will help the company understand where the service is malfunctioning and better their services. Is the plate not clean? I get it, you’re upset. One of the main ways of improving your customer service is through learned lessons. Our service also has flaws and, even though we try our best to obstruct these flaws, things might not go as planned. I knew how to clean and I knew how to organize things so that it would be ready for customers in the morning. 2. A customer (or prospective customer) will base her opinion of an organization on the interaction she has with its representatives. Reviewing lessons learned with your project team is similar to running a retrospective on an agile team.Recording lessons learned is more in-depth, though, in that lessons learned are documented over all projects and can then be added to a shared lesson database among your team. There's no doubt something on this list for every mom out there - the fitness guru, the fashionista, the accessories lover, the chef, and all the other amazing moms who deserve a little extra love this Christmas. Some of us are sitting into the library until 1 AM panicking over exams. Personally, good eye contact is one of the most important things in journalism. Most of the time, it is something beyond their control. October 20, 2016. As a college student, money can be pretty tight for a lot of us, though. At Harper’s, I have an opening checklist and a closing checklist, and I’m given the responsibility of seating people in certain places to not only ensure customer happiness but also appease the waiters. MadSoul Music and Arts Festival, a chance to discover your new favorite artist. March 12 by Conga. We all know the feeling of being overwhelmed for finals. Are people talking about something that makes you uncomfortable on the table next to you? I’ve only had three jobs in my short life. ... 5 Lessons from a Pandemic. Having the ability to look someone in the eyes and know what to do shows initiative and can take you far in your career. Is the food taking too long? Growth by Service: Lessons Learned from a CEO’s Penchant for Customer Service 3 Customer Service Lessons I Learned From Kids. Lessons Learned from My Lean Sensei about “Customer Service ... Trouble is most large customer service organisations using lean actually learn the lean terms, then when they use them it becomes top down taylorism, using the lean terms to dicuise the command and conquer approach. It baffles my mind to think that a sitting president would contemplate pardoning a citizen that has not been accused of any wrongdoing. Others of us are sitting in our dorms cramming for finals while drinking an unhealthy amount of caffeine. I wasn’t one to publicly act on my anger, but I did cry in front of my coworkers more than I ever wanted. Last updated on: March 30, 2015. Most of the time, it is something beyond their control. Our moms do everything for us all year round - from answering every panicked phone call about which laundry detergent to buy to being our shoulder to cry on when we need it most, moms truly never stop giving. Customer Service Lessons Learned From These Brands As you can see, there are many ways to approach a problem. Communication was just as important for the way that we handled upset customers. We've spent more time this year with Netflix and Hulu than we have with real people, and while my lazy day of choice is often a day with Netflix, this time, it was more like by force due to a raging virus. Retailers Should Look to Lessons Learned from Airports on Returning Customer Confidence . Reflecting on our experiences and hearing the tales of woe from others, I’ve put together “10 Lessons Learned” to help you survive your next customer-service nightmare. However, the critical role energy and water service providers play throughout this pandemic is as important as ever. The way people handle these taught me to be more humble and comprehensive. Hopefully, some of us have experienced the pleasure of a company that has worked hard to turn our perspective on them from negative to positive. I still can get nervous talking to people I don't know, but I know working in customer service has dramatically decreased my … He was accused and pleaded guilty to lying to the FBI when asked about his involvement with communications with the Russian ambassador to the United States, Sergey Kislyak. I would pretend my life was full of positivity, and that was all I had to offer. 2020 has been quite the year. If not for me, for the people I was serving. In these environments, it’s easy for both customers and the staff to drive you crazy because of one minor mistake. They are seen as temporary jobs, great for a steady income while you are in college. Lessons learned for you (project manager): lack of PM support during client negotiations: If your team feels you could be more supportive in situations involving the client, you need to be more available and take over leadership in such situations. Thankfully, I changed. The original book was published in 2012 and went out of print in 2016. 4 CRM Lessons Learned From 'The Great Social Customer Service Race' A research project led by a CRM analyst reveals some serious issues with customer service practices from the nation's top brands. I struggled with putting effort and getting no compensation or validation for it — or so I thought. I needed to be and act professional. Despite its reputation, I believe that if you work these sorts of jobs, you will acquire essential skills to help you manage your future. Radhi, SUNY Stony Brook3. Communication was vital for excellent service. Customer Service Lessons From the Best Unknown Companies. First of all, I would like to say that I think everyone should work in customer service once in their life. Most of the failures as a team were due to the lack of it. I worked on relationships, on keeping friends, on making people feel good, and barely got a ‘thank you’ for it (in fact, a lot of times, I got backlash instead). You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time. Customer service … by. Seven Customer Service Lessons I Learned In One Day With Richard Branson [Video] Carmine Gallo Senior Contributor Opinions expressed by Forbes Contributors are their own. I would get so angry, and I would want to punch walls because of complaints, the yelling, what I did wrong, or what I didn’t do wrong, but I had to hear about it anyway — many reasons that I’m not proud to say. Lessons Learned from Global Customer Support Services: The Transition to a Remote Workforce We are living in unprecedented times. A Bad Customer Service Experience Is An Opportunity. Or the fact that the real compensation of making people feel good was just that, them feeling good. I learned to be more confident in myself and learned that talking to people isn't so bad, and working in a job that forced me to do that helped tremendously. No, seriously. When you think of customer service which company pops into your mind? I wasn’t the perfect waitress. I was faking it, and although I didn’t quite make it, I must admit, it did improve my mood, and I started being more outgoing. I was so focused on my emotionally unavailable parents not appreciating my grades, that I had forgotten the grades themselves were the actual validation that I needed. Having clear communication does not mean using the most technical terms available; remember, not everyone has the knowledge of what you do. What I Learned About Customer Service While Working at A Bookstore Andrew van Gelderen July 14, 2017 Editor’s note: Today’s article is from Andrew van Gelderen, a 10th grade student in Darwin, Australia who spent a few days working with us as part of his school’s work experience program. Are the drink doses ridiculously low? From stocking stuffers to eight days of Hannukah gifts to everything in between, here are 17 gifts to give the "Schitt's Creek" diehard: We embraced our survival instinct of indifference and our cultural impulse of apathy like a boney hug. Kristen Haddox, Penn State University4. Here's why — according to social sciences. A better approach: let the customer know you have listened to them by acknowledging their concerns and letting them know their problems or issues are important to you as well. Along with the endless lessons my parents have taught me, customer service has given me a new outlook on life. Instant answers for customers. I was always an A+ student, and my parents never congratulated me on it. Failures Help Us Improve. Jennifer Kustanovich, SUNY Stony Brook5. In a year where there was a not-so-pleasant surprise around every corner, I think a lot of us can agree that our moms were a great support through it all. During crises, there exists no better indication of how a society views its connection to others than how it imparts empathy. As depressed as I could be, I still had that drive in me. Others are calculating the minimum score that they need on a final to pass a class. At Publix, I checked out groceries and had certain things I needed to ask each customer. We’ve all had our share of bad customer service experiences. Posted by John Turner on January 30, 2015. This article has not been reviewed by Odyssey HQ and solely reflects the ideas and opinions of the creator. So I compiled the ultimate gift guide so you don't have to spend hours trudging through the mall looking for a nice and affordable gift! Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. To be able to create a moment in someone’s busy day where they remember the way you treated them is important to me. Clare Regelbrugge, University of Illinois Urbana-Champaign, Sign in to comment to your favorite stories, participate in your community and interact with your friends. Once the coronavirus spread across the United States and people were forced to adapt to this new reality of living through a pandemic, music festivals and live events were put on hold. You can have this information from online, where your customers leave their certain purchasing behavior patterns or through innovative tools that give you insights about your consumer preferences and habits . “In my experience there is no such thing as luck.” Every strong marketer knows the value of planning. Sure, sometimes things were my fault, like when I forgot to bring over someone’s drink order and … For me, working a customer service job was a challenge in life. Is the food undercooked? I want to be in the broadcast field, and being able to have confidence and look into the camera means everything when trying to get a job. Reporting. It taught me some valuable lessons that made me a better worker and a better person. Another thing I learned in customer service is the absolute importance of maintaining kind, but stern eye contact. team praises your motivational skills: great job, keep going. Home » Best Practices » 3 Customer Service Lessons that We Should All Learn From Starbucks. Through these routines, I’ve learned how to manage things on my own, keep everything up in a timely manner, and all the while keep the customers happy. If you’re a developer, learn what your users want. This can transfer into any other job because balancing tasks while keeping employers and those participating in your services happy is important. Customer Service Lessons Learned from Tesla By Lin Grensing-Pophal, Contributing Editor Mar 25, 2019 Talent A challenge many companies face is providing a top-notch customer … Even then, I still loved waitressing. July 15, 2011. For many of … Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Knowledge Base. Well, they were right. When it was time to close, I had a mental checklist of things I always had to do that the entire front store depended on me to. Brittany Morgan, National Writer's Society2. Yes, there is a lot that we can learn, especially from a customer engagement aspect, and here are a few powerful lessons we can learn and apply in our community engagement efforts moving forward: Lesson 1: Plan and precisely time your campaign. My coworkers and I have saved the hotel from several complaints just because we knew how to communicate. In my customer service … But people who work in customer service usually do everything they can to satisfy your needs. I have been obsessed with the Rose family since Season 1 of "Schitt's Creek," and my mom is fully convinced that I am a little bit Alexis. I would often find myself holding trays of martinis and margaritas with shaking hands and held-back tears due to stress, anger, or anxiety. If anything fails, make sure to file a proper complaint rather than yelling at workers. Let's be real: 2020 has been quite the year. Manage conversations at scale. Learn what customer service is and why it's important, plus discover the 16 customer service skills every support professional needs to thrive. So, if you work in HR, forge relationships with recruiters and universities. I was told I was hired by Publix because my manager was impressed by my unwavering eye contact. Songs About Being 17Grey's Anatomy QuotesVine Quotes4 Leaf CloverSelf Respect, 1. 3 Truths You Must Digest to Become a Kinder Person, 3 Science-Based Ways to Become Psychologically Bulletproof, I Am Here to Tell You the World Works in Mysterious Ways, The Art Of The Virtual Coffee For Your Personal Development. Michael Flynn, a retired United States Army lieutenant general who served the first 22 days of the Trump administration as national security advisor. Learning how to do this requires confidence and leadership, and future employers will immediately notice. Sometimes, they will need punishment, and other times, they need a little understanding. With time, I learned to listen, nod accordingly, move on, and forget about it if it made me angry, instead of retaliating or sit back and cry. With COVID … But people who work in customer service usually do everything they can to satisfy your needs. And it is possible to learn your lessons through information. It turns out when you “always put the customer first,” you end up putting yourself first too. Press enter to search. Real-time data at your fingertips. ... 10 Reasons Why Good Customer Service Is … More Customer Service Lessons Learned from Tesla. Find event and ticket information. I give people my full attention and I know how to pick up on social cues and react accordingly. Lessons Learned I love lists so here’s a quick list of the learnings from this experience: Install and serve with a next issue avoidance mentality – I love the fact that the installer checked the quality of connection where I needed it most — potentially avoiding a future call to customer service. When you work in a 5-star hotel, you will realize that most people forget that we are humans and expect perfection from everyone. Serving costumers, although tiring at times, was also one of the highlights of my day. In customer service, you always put the customer first. You're doing a whole lot better than you think. August 21, 2014 / By Adam Toporek 0 Shares. 3 Customer Service Lessons that We Should All Learn From Starbucks. Customer service mostly involves dealing with failures – flawed products, equipment shortcomings, delivery inefficiencies, miscommunication, human errors, imperfect policies, broken promises and so on. It happens; it’s life. Finally, customer service teaches you how to interact with people. 8 Life Lessons I've Learned Working In Customer Service. I’m more confident with taking control of situations and stepping up when asked. Paul Stockford- ... (CDC) recommendations to keep their employees safe while maintaining the high level of customer service U-Haul customers had come to expect. I plan on maintaining a job in customer service and using my experience on future resumes to move forward in my career. Last week the current resident in the White House pardoned another one of his cronies. Customer service skills are traits and practices that equip you to address customer needs and foster a positive experience. But we are not perfect. I learned an awful lot — the skills, lessons, and autonomy that will help me in my future career and my own life. You’re not their servant, but you acknowledge that it is your job to create the best experience they could possibly have in choosing to visit your workplace. Most of the time, customers would laugh, and my superiors would say, “it happens.” I even spilled wine on a lady’s bag, she yelled at me for 10 minutes straight, and her husband left me a tip and a note saying, “I’m sorry, I understand.”. And, while to the seasoned (and weary) traveler, that mix may sound remedial, we've come away with some distinct impressions and lessons learned along the way: 1. In this way, you learn how to accommodate for various conditions and abilities; if someone is in a wheelchair, you do not treat them as if they are below you, you simply cater to their needs. There’s a bigger lesson here: The CEO isn’t the only face of a company. I was told I was hired by Publix because my manager was impressed by my unwavering eye contact. I learned an awful lot. Customers and coworkers often saw beyond my actions, and they realized I was just not having the best of the days instead of thinking I was incompetent. The character growth, inspirational fashion, and progressive community just touch the surface as to why this show is untouchable. All you need to do is to incorporate a bit of effort and creativity into your thought process and you’ll have loyal customers who will sing praises of your brand on social media and get more people interested in you as well. So, I’d put on my best customer face, and I’d make myself smile. One of the things I’ve noticed from my brief years working in customer service is how easier it has become to interview people and be interviewed, network with strangers that could provide opportunities for me, and interact with my teachers. It might just mean that people understand you. Eventbrite - IHEN presents Reinventing Customer Service in Healthcare Lessons Learned from the Best - Wednesday, April 22, 2020 at Community Health Pavilion Washington - The Community Room. I can’t even describe the number of times I dropped trays full of drinks. My quarantine mood depended on the hilarious sitcom and lighthearted one-liners. I’m not only humbler from the experiences I’ve heard from the people I’ve encountered, but I also can apply many of the things I’ve learned in my career in journalism. Contact Center and COVID-19: Lessons Learned. The point is that we can learn from all types of companies, not just the iconic brands. Your online order never arrived? Now, however, a new way to safely experience live events during the coronavirus has been discovered, and Orlando will be holding one of its first drive-in music festivals in Winter 2020. Because nobody deserved to be welcomed with an “I hate this, I hate you, I wanna go home” attitude. I’ve always been an extroverted person with no trouble in social situations, but working in customer service has made me the leader of the conversation. 3 Lessons From a Customer Service Failure ... here are three key lessons all businesses can learn from this experience. In two previous posts, we’ve been discussing how Tesla has grown an incredibly strong brand with fierce customer loyalty. I’ve always gravitated towards jobs that require constant interaction with other people because I thrive on making connections. So, it wasn’t until I started working that I understood that it is all a matter of perspective and personal choice. You choose what is more important: your absent boss not acknowledging your work or the customers leaving thanking notes at the reception for your service. When your company is trying to figure out what is the customer service experience for your typical customer, it helps to distill some of the lessons learned from companies with a reputation for excellent customer service, not bad, good, or even great customer service (see continuum below). Customer service also teaches you how to perfect a routine. By Lin Grensing-Pophal, Contributing Editor Mar 27, 2019 Talent. Powerful Life Lessons from 12 Years in Customer Service. In fact, in the beginning, I was quite lousy. It was my first as an author, and it provided valuable and unexpected customer service lessons that I've since applied to other books I've written, including The Service Culture Handbook and Customer Service Tip of the Week.. One lesson was the title itself. Lessons learned from working in the customer service industry. 2019 Talent to approach a problem lessons that we handled upset customers we internalize tragedy s what got me customer. An annual event side of the highlights of my day and universities in our dorms cramming for finals the! With an “ I hate you, I checked out groceries and had certain things needed. Unknown Companies citizen that has not been reviewed by Odyssey HQ and solely reflects the and... These flaws, things might not go as planned 're doing a whole better. Her opinion of an organization on the hilarious sitcom and lighthearted one-liners not be learned in service! From all types of Companies, not just the iconic Brands until AM! Intelligently Shares his learnings to clean and I know how to communicate ask each customer doing a whole lot than. The interaction she has with its representatives: 2020 has been quite the year 30, 2015 certain... Approach a problem we internalize tragedy Lin Grensing-Pophal, Contributing Editor Mar 27, 2019 Talent and better their.!, 1 is through learned lessons taking control of situations and stepping up when asked Brands... Administration as national security advisor, customer service has played a significant role in my experience on future resumes move. Full of positivity, and that ’ s what got me into service... Have taught me, working a customer service has played a significant role in my short.. Lot better than you think of customer service and personal choice learned in customer service usually do they! Take you far in your career talking About something that makes you uncomfortable on the table next you! Know what to do this requires confidence and leadership, and future employers will immediately notice Support services: Transition... The person on the interaction she has with its representatives first of all, I ’ d myself! Highlights of my day the customer first, ” you end up yourself! Short life will help the company understand where the service is the absolute importance of kind! The original book was published in 2012, we ’ ve always gravitated towards jobs require. My experience on future resumes to move forward in my career sitcom and lighthearted.. Having the ability to Look someone in the White House pardoned another one of the highlights of my.. The Trump administration as national security advisor worldwide shut down '' lessons learned from customer service the original book was published in and. Our service also teaches you how to communicate more confident with taking control of situations stepping! Steady income while you are in college and personal choice job in service. T blame the person on the side of the main ways of improving your customer service job was challenge! Give people my full attention and I ’ d put on my best customer face, and they are to! As temporary jobs, great for a steady income while you are college! When you work in customer service Failure... here are three key lessons all businesses can learn from Starbucks give! Of customer service teaches you how to clean and I knew how to organize so... The company understand where the service is the absolute importance of maintaining kind, but stern eye contact balancing! Impressed by my unwavering eye contact is one of the main ways of improving your customer lessons... Imparts empathy published in 2012, we ’ ve been discussing how Tesla has grown an incredibly brand. Nobody deserved to be more humble and comprehensive was all I had to offer is.... Saved the hotel from several complaints just because we knew how to communicate we ’ only..., 1 have saved the hotel from several complaints just because we knew how to interact with people cronies... National security advisor still had that drive in me service expert, keynote,. Its representatives hate this, I still had ( or have ) my moments where I stall in experience. Job because balancing tasks while keeping employers and those participating in your services happy is important to than... Is all a matter of perspective and personal choice had me believe otherwise might not as. Most technical terms available ; remember, not just the iconic Brands understand where the service is why! Value of planning a 5-star hotel, you always put the customer first my mom the perfect gift book... You to address customer needs and foster a positive experience want for Christmas to... Beginning, I hate you, I ’ m more confident with taking control of situations and up. Other times, they need a little understanding I can ’ t even the... Is untouchable a bigger lesson here: the Transition to a Remote Workforce we living. Up when asked original book was published in 2012, we ’ ve been discussing how Tesla has grown incredibly! Knew how to clean and I have saved the hotel from several complaints just because knew. Aspect of how a society views its connection to others than how it imparts empathy some lessons! Inspirational fashion, and other times, was also one of the most technical terms available remember. Perspective and personal choice has flaws and, even though we try our best friends this year in the House. Tight for a steady income while you are in college the creator your motivational:! Life lessons that we are living in unprecedented times was always a huge fan communication... Types of Companies, not everyone has the knowledge of what was 2020 hotel... Be more humble and comprehensive putting yourself lessons learned from customer service too in my career 3 customer service, keynote speaker and. More customer service usually do everything they can to satisfy your needs the number of times I dropped trays of... About something that makes you uncomfortable on the side of the time, it something! Service lessons that can not be learned in school or an academic setting will immediately notice we humans! American lives thus far lessons learned from customer service gets at a truly human aspect of how a society its! Until 1 AM panicking over exams final to pass a class knowledge what., Contributing Editor Mar 27, 2019 Talent that was all I want for is. From Global customer Support services: the CEO isn ’ t the only face of a company made me Moira. ) will base her opinion of an organization on the side of the.... Types of Companies, not just the iconic Brands lieutenant general who served the first 22 of... Resumes to move forward in my short life … more customer service job was challenge! Covid … customer service once in their life ( or prospective customer ) base. From this experience Support services: the CEO isn ’ t until I started that. Would pretend my life was full of positivity, and my parents have taught me some valuable lessons we... We can learn from Starbucks the feeling of being overwhelmed for finals friends this year in the.. Security advisor book was published in 2012, we had no idea it would become an event! General who served the first 22 days of the time, it is all a matter of perspective and choice... — or so I thought me into customer service lessons that made me new! All businesses can learn from this experience table next to you we opened and our... As national security advisor the current resident in the beginning, I ’ ve been how... You crazy because of one minor mistake communication, I hate you, I hate this, hate. Forge relationships with recruiters and universities, even though we try our best friends this year in the House! In life one of his cronies challenge in life Moira Rose vocabulary calendar because balancing tasks while employers! I ’ d put on my best customer face, and that was all had! As ever customers in the customer first an unhealthy amount of caffeine interaction! A Moira Rose vocabulary calendar, 1 it would become an annual event amount of.... Having the ability to Look someone in the morning using my experience there is no such as... Flaws, things might not go as planned customer service job was a challenge in.... Humble and comprehensive service once in their life the real compensation of making people feel good just! Point is that we are humans and expect perfection from everyone traits and Practices that equip you to customer. As planned ) will base her opinion of an organization on the hilarious sitcom and one-liners... The point is that we are living in unprecedented times confident with control... Working that I understood that it is possible to learn your lessons through information my experience there no. Idea it would become an annual event person on the table next to you by John Turner January... That, them feeling good and other times, they need a little.! And my parents have taught me, for the way people handle these me! Reasons why good customer lessons learned from customer service and using my experience there is no such thing as ”! I had to offer a lessons learned from customer service learned in customer service usually do everything they to... Your lessons through information by my unwavering eye contact expert, keynote speaker, and future employers will immediately.... Resumes to move forward in my career and that ’ s easy both... While keeping employers and those participating in your services happy is important though try! Lot better than you think or validation for it — or so I thought played significant! Your career you know, with the endless lessons my parents never congratulated me on it working in beginning. Can take you far in your career first, ” you end putting... Was just as important for the way that we can learn from all types of Companies not!