Do you think it is a good thing we don’t live forever? Wouldn’t the subsequent generations finally drive us crazy? We remember growing up, especially most of us from the radical times, and the complaints about our music, our hair, etc. the same thing happened with hip hop/ rap, etc. we start to hear ourselves sound like the elders of our past as we complain.
Yet does a decline in customer service become ” acceptable” and the norm? From my hometown of Wenatchee I can think of SavMart, still amazingly in business, because even though prices are higher they have people in the store readily available to actually help you, and they do wonderful service oriented things upon delivery ( i bought a refrigerator once, and they not only hauled away an old broken one from a tough to access area but they moved another one from one garage to another: steps involved, etc. And the attitude was always friendly. yes, as Dar says later, your own JOB is dependent on this business remaining intact!
Here is what had recently happened to me : ( cut from an email)
( the day of flight delays/ hassles) “Within 2 min. Of arriving home, my phone rang and it was Comcast. they wanted their money NOW! I am sure I told you about that whole fiasco. (How I had tried to pay early but got routed back thru the same steps).
Well I gave her a piece of my mind!! Yet I stayed calm and relatively polite, I wasn’t cussing, I said I knew it wasn’t HER fault, but I detailed the things they needed to fix on their website: ability to call them, etc. at one point she interupted me and said,’ Ma’am, Ma’am.’
I was immediately reminded of a story i did NOT tell you about calling DeSoto cab, ( a cab company that had made harassing phone calls to Dar and Shelley when they were visiting) having the guy arrive finally( I see him) and then he drives away without calling me, trying to find me, etc. Sowhen I called back dispatch, again I was unhappy, and that guy interrrupted me and said, ” Karen…” . I hung up on him.
Now, with this chick pulling this stuff in my classroom ( volunteer!) I am wondering if we are seeing a new breed of young adult who doesn’t realize THE CUSTOMER IS RIGHT. EVEN IF THEY ARE NOT. LISTEN AND HEAR THEM OUT! It is called customer service.
Dar’s response ( with permission: she is a teacher and Tacoma business owner)
“I agree – there is a new breed of adult – the ones who think it is okay to curse and rant on social networks, without regard for what people might think or feel. There is a rudeness that pervades some areas of society. But, I wonder if other generations always thought that of the younger generation? Nevertheless, customer service does seem a problem in many places. I often call them on it, but in a nice way 🙂 Commenting on the fact that they might be having a tough day or .. And, they may be tired of dealing with rude people themselves – but the mantra that the customer is always right seems to be now that the customer is in my way of having a lazy day. Some service people act like you are the biggest interruption in their day. And, I wonder if that comes with longevity. A couple of them seem to not get the idea that the better the service, the more people will come back and business will stay in business and that means your job as well.
The Murano Hotel in Tacoma just got a four star rating based on their customer service and hospitality. They pride themselves on providing a top-notch experience. And, hopefully, those young people spread that kindness to their own kids and people around them and bring that attitude to whatever other jobs they may have in the future.”
Well said, my friend!!with Yelp etc. out there, it is obvious some businesses don’t even READ what people say, otherwise it is pretty specifically stated what people do and don’t like.
My challenge to you: get in the habit of doing one review every two weeks: a positive one and MAYBE a suggestions for improvement one. Make sure deserving businesses get the stars that will bring in customers.