Let me introduce you to some of the star players on our team: our customer care gurus. If you've had some questions about your order you might've met them already by email and experienced their greatness. But for those who haven’t, meet Tim and Ben. Our beloved customer service team resolved 42.288 problems this year, but a strong, independent woman ain't one.
Holy cow, after 2 years I still haven't changed the default images in my photo frames, and you guys fix 3.524 problems in a month? That's 117,46 a day. What’s your secret?
Tim: I live by the beach and do sunset and sunrise meditations while listening to 1970’s and 80’s hardcore punk, just to make sure I don’t accidentally fall asleep. I do a midday meditation at the office too. Headphones make me claustrophobic so I need to blast Black Flag over the office PA for like 10 or 15 minutes. Not everyone loves it. But I solve our customer’s problems for breakfast, lunch, and dinner and don’t know the word quit. A couple of times per year I skip town to hike in Scotland, run in front of bulls in Spain, or surf with sharks in Morocco. Just to stay fresh and be reminded of how awesome life is.
Ben: Every day I wake up around 7, in my satin pajamas and do a little meditation while watching reruns of old WWF fights. I’m always in a better flow after seeing Stone Cold Steve Austin or Macho Man Randy Savage win. The meditation ends with a nice cup of coffee, all black. And another one. Maybe a third. After that, I jump on my bike and ride through the hectic Amsterdam traffic, listening to some doom metal or bump some Wu-Tang. I mean one love to the caramel sundaes with the cherries on top, right? Arriving at the office I wait as long until one of my colleagues offers to bring me a coffee (love you Maarten <3). And just… work until I’m done?!
The secret to our customer care is to approach everybody as a ‘friend’. Or at least, talk to them how I would talk to friends. Sometimes it backfires, but most of the time I get a nice conversation out of it.
After work, I usually end up making music until very late at night. That keeps me sane after fixing hundreds of people their problems day in, day out.
With so much email traffic you must get to know our customers well.
How would you describe the average Jimmy Joy customer?
Tim: our customers are as diverse as you can expect humans to be. Some are warm and patient and feel like long-time friends. Some want to murder you. But no matter who they are, at one point they decided to try something different. To try our products to see if they could help make their lives a little easier or healthier.
Ben: I can’t say there’s an average Jimmy Joy customer, we started with a typical audience, 5 years ago. But now we cater to all kinds of people. From IT people to stay-at-home moms, people with eating disorders and pro sporters. People working in offices and students. People that like horror movies, people who are not working on their pineal gland anymore because they think it’s BS. Name 'em and we cater 'em, as I aaaalways say.
Let’s talk about some messages that were a bit more... special. Do you have some juicy gossip you’d like to spill?
Tim: When we were still using fluoride for our products (in the Netherlands we don’t add it to drinking water and fluoride has some awesome benefits), there was a group of people harassing us about their third eye being blocked and accusing us of conspiring with the government. For financial and political reasons, of course. We were accused of turning people into mindless zombies, blocking their connecting with Zorp - a giant lizard god with a volcano for a mouth. That was interesting.
Ben: Somebody ‘accidentally’ sent me nudes. Which is always appreciated, whatever gender you identify yourself. But please keep it classy! I mean, dick pics need proper lighting too!
Heavy. But enough about customer care, what keeps you busy in everyday life?
Tim: I’m a musician and recently started a project called Stroomduiker. It’s basically indie-pop songs with Dutch lyrics about death. But also life.
Ben: Music, I'm a music producer and A&R manager for a rap label, Burning Fik. Next, to that, I was part of the legendary Dutch band TDTMCM and founding member of ‘statement punk band’ HANG YOUTH. And Jonkoklapper.
Most people seem to like the customer care team with an average score of almost 5 stars. Let’s take a look at some killer reviews.
‘Ben is an excellent POC (point of contact) and should be noted as such. He is witty and I respect that.’ - Connor
‘Airbnb founder talks about 11-star hotels. This was 29-star experience.’ - Aleksandar
I had some problems with my order (my own mistake). I contacted customer servie through Facebook and had a great experience. If you do not give Ben from CS a raise, I will headhunt him and add him to our team. Just so you know ;-). Thank you Jimmy or Joy! Or both.
‘Tim is an awesome person. (As far as I can tell). If you have cookies you should share them with Tim. He deserves them.’ - John
‘Tim is really a keeper, don't you dare letting him go.’ - Dario
‘Boom-bap, Tim’s a standup guy who I’ve added to my mental Christmas card list and, if I were six, would invite to my birthday party :)’ - Russel
Unfortunately, you can’t escape 1-star reviews but even those can be amusing, or so I heard. Can you share your favorite one?
Marvelous, thanks for all your hard work this year! You gave 2019 some real shine with all those stars. Any resolutions or wishes for 2020?
Tim: I hope we’ll get Lime in Amsterdam. Those little electric scooters. I had so much fun racing those things around other cities that are so much cooler about allowing super dangerous electric death mobiles in their streets. I’m also considering starting my art-deco bar and selling premium home-grown weed over the counter, alongside with mind-blowing cocktails, imported craft beers, and gourmet finger food. We’ll have a dress code for both customers and employees. There will be 1920’s chandeliers. There’s a weird weed culture in the Netherlands, it’s not cool. Most coffee shops are kinda sad and awkward, or gimmicky. I want to be the one to change that.
Ben: In 2020, Mercury will be in retrograde from February 18th - March 9th, June 19th - July 11th and October 16th - November 2nd. That means that bad things can happen. I just broke my foot during the last retrograde of 2019, so please beware.
I’m also looking forward to Joey’s project to bring back the dodo. It’s a bit Jurassic parky, but I’m a big fan of those movies (the first 3, maybe 2), so I’m not worried. Maybe we should try to get Jeff Goldblum on board!
And I hope there will be a real, self-lacing Nike, the last few models were not it, to be honest. I think 2020 is the year we all start to stop lacing our laces ourselves. Oh and world peace.
Send some love at email@example.com and you will get some love.