What has happened to customer service?

[GON]

I used to teach at a top 30 ranked University (I know hard to believe).

Part of the curriculum was about why employees don't do what they are supposed to. The theory was almost never did employees not do what they were supposed to because of laziness.

My curriculum had 13 reasons. I don't have these thirteen reasons handy, but an author had identified ten reasons, so this is a cut and paste from the author. My 13 reasons aligned with these ten reasons. As a supervisor, when someone didn't do what they were supposed to, I would bring out a sheet with the "13 reasons" and ask which of the thirteen reasons the worker didn't do what they were supposed to. It was a great tool to identify why something was happening, and what to do about it:

TOP 10 REASONS EMPLOYEES DON'T DO WHAT THEY'RE SUPPOSED TO DO:
10. They don't know why they should do it;
9. They don't know how to do it
8. They don't know what they are supposed to do
7. They think your way will not work
6. They think their way is better
5. They think something else is more important
5. They think they are doing it
4. They are punished for doing it
3. They are rewarded for not doing it
2. It's beyond their personal limits
1. No one could do it

https://www.amazon.com/Employees-Dont-Theyre-Supposed-About/dp/0071342559

 

[Wrenchturner44]

The situation has zero to do with wages paid.

Over the last month I have been working in third world and developing nations. I have to eat out every meal, have to buy needs from stores, have to have someone else wash my clothes.

Not once have I had a bad interaction with a person at any type of business, not once. The workers at these businesses work 12 plus hours a day, a minimum of six days per week. These workers may make about $3 a day (yes DAY).

This issue with customer service in the USA is not about wages paid.

Agree with this 110%. We did not have these to the extent that we have them now with the previous admin_______.

 

[eljefino]

It seems that we as a society treated customer facing jobs as the lowest on the totem pole, so when the Boomers started retiring, everyone moved one pole position up on the career ladder. The professionals were professional when they were locked out of better work, and provided good customer service, because they're decent people. Now they're in a role they like better, that pays better, and likely doesn't involve the public.

How do we as customers treat B&M companies? If I get everything from rockauto except for emergency need-it-today supplies, how good is that NAPA going to be? They have to carry a bazillion part numbers now for an ever increasing fleet of potential vehicle fitments.

To return to what some would consider "good customer service" we would need a serious recession, with people hungry for every minimum wage hour they can get. I'm not comfortable with that.

 

[ATex7239]

Another way one could see this situation is the young man was very likely on his work break. Meaning it was his personal time off. And therefore he owed you zero service and zero acknowledgment. Other than the acknowledgment that you are a fellow human being. To which it appears he may have politely moved out of your way when you were approaching. But I suppose him expecting to be off during his break time would be too capitalistic of an approach. You must be treated with respect and serviced regardless of his break status as your time is more value than a lowly service worker.

Moving on, the people behind the counter attempted to help you but were not immediately at the ready to service your needs. OK. It sounds like they were tending to other duties in the store, as the store doesn’t supply and stock itself. But I’m sure you know this. Either way you had to wait a moment. No a big deal all around.

Also, the wrong part showing up is a ridiculous thing to be overly upset about. Suffice it to say people make mistakes sometimes. Like say maybe someone not writing down the info they needed before going to the store. You know, common daily mistakes like that.

Lastly the “typical” before describing the young man’s appearance comment is… um, interesting. I imagine if you did a similar thing prior to describing his ethnicity or race that would be offensive to most. But since it’s before his age I guess that’s perfectly acceptable stereotyping behavior around here. Good to know.

I do so love these “kids today” and “back my day” rants. Most of the time from my perspective the ranter looks way more foolish than the ones in the rant. Today is no exception.

 

[GON]

Another way one could see this situation is the young man was very likely on his work break. Meaning it was his personal time off. And therefore he owed you zero service and zero acknowledgment. Other than the acknowledgment that you are a fellow human being. To which it appears he may have politely moved out of your way when you were approaching. But I suppose him expecting to be off during his break time would be too capitalistic of an approach. You must be treated with respect and serviced regardless of his break status as your time is more value than a lowly service worker.

Moving on, the people behind the counter attempted to help you but were not immediately at the ready to service your needs. OK. It sounds like they were tending to other duties in the store, as the store doesn’t supply and stock itself. But I’m sure you know this. Either way you had to wait a moment. No a big deal all around.

Also, the wrong part showing up is a ridiculous thing to be overly upset about. Suffice it to say people make mistakes sometimes. Like say maybe someone not writing down the info they needed before going to the store. You know, common daily mistakes like that.

Lastly the “typical” before describing the young man’s appearance comment is… um, interesting. I imagine if you did a similar thing prior to describing his ethnicity or race that would be offensive to most. But since it’s before his age I guess that’s perfectly acceptable stereotyping behavior around here. Good to know.

I do so love these “kids today” and “back my day” rants. Most of the time from my perspective the ranter looks way more foolish than the ones in the rant. Today is no exception.

Something tells me you and most everyone around you is going to be in for a huge shock sometime in your life- and that shock may well be for many years, maybe for the rest of your and those around you life.

 

[ATex7239]

Something tells me you and most everyone around you is going to be in for a huge shock sometime in your life- and that shock may well be for many years, maybe for the rest of your and those around you life.

Thank you for the insight. How the Carnac the Magnificent of you.

 

[Smoky14]

Consider we no longer have face to face communication. If you call it is a recording, if you email it never gets answered, social media is open to all so your problems become known to all and people walk side by side and text each other. In my youth we had problems we met face to face and solved them, it's hard to ignore a guy standing on your desk or chest so to speak.
MHO
Smoky

 

[Jason2007]

There are definitely places that are losing business for crappy service. I’ll give you a story that happened today as a positive note.

I bought a Klipsch R-120SW from Crutchfield on April 3rd, 2021. It had some internal issue that it wouldn’t power up, but after a few days of messing it came on. I used it for awhile, but it quit powering up maybe a year ago. I just kinda forgot about it; I have another Klipsch sub so I wasn’t without. Today I call Crutchfield just to see maybe if they can help me get it repaired; I explained I knew it was my bad for waiting so long and I understood it was going to cost me.

Caesar the tech rep said, “No worries sir, I’m mailing you out a brand new one today. Please just make sure to take the enclosed return label and get the defective sub back to us within 14 days.” I’m like….. WHAAAAAT? I didn’t abuse the sub, but I knew this wasn’t typical Klipsch quality… but to have Crutchfield do a literal 2-year on the spot warranty??

I decided today that paying retail isn’t necessarily all bad when it comes with protection like this! Bravo, Crutchfield!
View attachment 143614

Crutchfield is a semi-local company to me being about 75 miles away and they are awesome! I've been using them for 30+ years and never had an issue.

 

[PWMDMD]

My 17-year-old has worked a couple of jobs now as a busboy and at the local ski mountain. When we've visited the restaurants he's worked in the managers have come out several times to tell us how nice he is and how he always works hard. After the 4th or 5th time being told this I asked him later what was his secret? Why does he get all this praise? He said every other kid his age sits in the corner not making eye contact and trying to do the least work possible. He said he finds that really boring and would rather be on his feet moving and talking to people. He also said he works because that's what they pay me to do. The kid probably busses 75% of the tables for the same pay but he'd rather be moving than sitting. Ok...the servers tip him more because they realize they can't seat another person until the table is clean and he's Johnny on the Spot. His words, not mine, "Kids are lazy these days and take no pride in their work."

 

[alarmguy]

Stay out of a hospital, some employees should be collecting shopping carts at a Walmart parking lot.

Soooo many ways incompetent staff can kill you.

Surgical trays that are processed and closed / tagged….. only to be opened up in surgical room and tissue still on the instruments.

Doctors, Pharmacy, Pharmacy Techs, Nurses make mistakes with medications (incorrect meds, dosage, drug interaction).

Surgeons operating on the wrong body part, medical malpractice, patient dies after simple medical procedure,…

Etc, etc…..

Hospital mistakes cause roughly 250,000 deaths a year in the USA. I mean, think about that number, 250,000
Just last weekend a family member went in for a cardiac ablation.
A difficult "experimental" one that can only be performed is a few well respected places. This place gets a lot of credit for keeping his heart beating after two successful procedures this year. In fact it's only one of a few worldwide with the newest advanced imaging system which enabled the procedure. Now whether or not it can be done without it I dont know but I do know his specialist doctor in the field wanted him to go to this place and a see a certain doctor in the same field. That says a lot that his doctor had him drive hours because the other place was better prepared even though his doctor does these types my family member was too involved and would be better cared for by one of the best.

He only had to stay one night and this place has an incredible reputation for all things.
Well, during the evening and night the nurse came in to give him his meds. He told the nurse the doctor told his wife after the procedure he isnt supposed to take one of them anymore. A very powerful and dangerous last resort drug we was taking, after all that is why he was getting the procedure to get off the drug as his life expectancy on the drug could be maybe a year.
She said, she will check and left. Later on came back and said he still is to take the drug and then off them in a couple months. Anyway, he took it and then a second one later that night.
Again in the morning the doctor came in and he asked. The nurse either lied or was given the wrong information but the doctor who did the procedure said no, dont take them anymore. The procedure was very successful which means instead of a year he expects up to another decade of life.
Now in the family members case it wasnt life threatening but this stuff happens ALL the time.

I know this is an accurate statement. THIS IS WHY they try to get you out of the hospital ASAP, standard procedure now is to get you out besides ins companies demanding it, hospitals demand it knowing the longer someone stays there, the largest threat the hospital will kill them = malpractice. I know someone who's spouse is an executive in a HUGE well respected health network. I said to him, wow, you must know a lot of stories, he response in the strongest sense of the word was "dont even talk about it, you do not know want to know"
I wonder how many know, when we talk about dangerous stuff in our lives that the hospital is one of the most dangerous, possibly the 3rd (THIRD) leading cause of death in the USA.
Here you go.

Study Suggests Medical Errors Now Third Leading Cause of Death in the U.S. - 05/03/2016

Analyzing medical death rate data over an eight-year period, Johns Hopkins patient safety experts have calculated that more than 250,000 deaths per year are due to medical error in the U.S. Their figure, published May 3 in The BMJ , surpasses the U.S. Centers for Disease Control and...

www.hopkinsmedicine.org

__

 

[Pew]

My 17-year-old has worked a couple of jobs now as a busboy and at the local ski mountain. When we've visited the restaurants he's worked in the managers have come out several times to tell us how nice he is and how he always works hard. After the 4th or 5th time being told this I asked him later what was his secret? Why does he get all this praise? He said every other kid his age sits in the corner not making eye contact and trying to do the least work possible. He said he finds that really boring and would rather be on his feet moving and talking to people. He also said he works because that's what they pay me to do. The kid probably busses 75% of the tables for the same pay but he'd rather be moving than sitting. Ok...the servers tip him more because they realize they can't seat another person until the table is clean and he's Johnny on the Spot. His words, not mine, "Kids are lazy these days and take no pride in their work."

The sit-down restaurant business is pretty hard for anybody who isn't very social and can't start or keep up a conversation. Not taking anything away from your kid though, that's awesome that he's social like that. IME that'll get him a lot further, securely, than anything else. Coming out of the lockdown though, we're seeing kids that don't have proper social abilities because they've been couped up for 2+years.

 

[RaymondP]

Poor training, lack of staff, or simply a bad attitude. I have some regulars I visit that are brilliant as I get to know the individuals and strike-up a positive conversation. Other outlets, not so much. If employees don't feel their employee cares about them, they won't care care either.

My current shopping approach when needing to visit a retailer with low expectations is to shop online first, then arrange pick-up at the store to avoid the shipping costs. Avoids the ambiguity and "difficult" conversations. Seems like more and more retailers are ignoring their competitive advantage, driving buyers to shop online and resulting in their ultimate demise. Will always prefer to shop in person, but sadly I think we all acknowledge it's getting harder.

 

[UncleDave]

Companies don't want to pay for it anymore.

My support team is staffed with a large number of 10-15 year industry veterans that know what they are doing and offer superb support.

This is INCREDIBLY expensive.

 

[PWMDMD]

The sit-down restaurant business is pretty hard for anybody who isn't very social and can't start or keep up a conversation. Not taking anything away from your kid though, that's awesome that he's social like that. IME that'll get him a lot further, securely, than anything else. Coming out of the lockdown though, we're seeing kids that don't have proper social abilities because they've been couped up for 2+years.

Yup...not the best academically as a solid B student working at it but he has the gift of gab. He will willingly go into a room of strangers and 10 mins later he knows everyone's name and something about them. I don't worry that he'll be able to make a solid living.

 

[PimTac]

The situation has zero to do with wages paid.

Over the last month I have been working in third world and developing nations. I have to eat out every meal, have to buy needs from stores, have to have someone else wash my clothes.

Not once have I had a bad interaction with a person at any type of business, not once. The workers at these businesses work 12 plus hours a day, a minimum of six days per week. These workers may make about $3 a day (yes DAY).

This issue with customer service in the USA is not about wages paid.

This sums up my overseas experiences as well. The best customer service I have received has been on the other side of the Pacific. It didn’t matter if it was a major hotel chain or a small cafe somewhere.

 

[thastinger]

There are definitely places that are losing business for crappy service. I’ll give you a story that happened today as a positive note.

I bought a Klipsch R-120SW from Crutchfield on April 3rd, 2021. It had some internal issue that it wouldn’t power up, but after a few days of messing it came on. I used it for awhile, but it quit powering up maybe a year ago. I just kinda forgot about it; I have another Klipsch sub so I wasn’t without. Today I call Crutchfield just to see maybe if they can help me get it repaired; I explained I knew it was my bad for waiting so long and I understood it was going to cost me.

Caesar the tech rep said, “No worries sir, I’m mailing you out a brand new one today. Please just make sure to take the enclosed return label and get the defective sub back to us within 14 days.” I’m like….. WHAAAAAT? I didn’t abuse the sub, but I knew this wasn’t typical Klipsch quality… but to have Crutchfield do a literal 2-year on the spot warranty??

I decided today that paying retail isn’t necessarily all bad when it comes with protection like this! Bravo, Crutchfield!
View attachment 143614

Agree, I've had the same level of customer service from them and each of our 5 vehicles has some sort of product I have bought from them, for that very reason.

 

[swampdodo]

I know we all have seen the service side of retail degrade to where it's almost non-existent anymore, but what has happened?

People in the area of the country I live in praise Publix and CFA (I am in that camp), but in reality, they are just the bar. The smaller stores/restaurants that REALLY know how to respect the customer are the epitome of customer service.

But then there's this-

I just went to a local NAPA (locally owned). It's tucked away, off anything considered a main road, retail area, etc. You probably wouldn't go there unless you searched for Napa and wanted to go there, which I did, to get a known part.

I park. I'm the only customer there, clearly. The storefront door is held open by a door stop. There's the typical ~30 yo male standing on the curb. Unkempt hair, unkempt beard, Napa hat on, phone in one hand, vape box in the other, never looks up, never says a word, in fact, moves away (I guess in a polite move).

I walk in, no one to be seen in the store, counter, etc. I walk to the middle of the counter and stand there. I then see an office at the end of the counter, two people in there, looking at me. The man shouts out "sir, is anyone helping you?" I look both ways for anyone and shake my head no. Then there's a discussion between the man and woman about who's where. She walks out of the office and asks me what I am needing.

I tell her, year, make, model, then I tell her what I need. It's a caliper pin bushing kit. She can't find it.
I was just looking it on their website at the office. I knew I should have written the part down and took it with me. Then she finds a hardware kit. Nope, it's the bushing kit.

She finds it.

Yeah, there's some tension in the air. Probably too much, but I think a customer should be appreciated instead of being made to feel like they are bothering people. Yes, it was a whole $7 of gross revenue.

I feel things would have had a whole different air about them if someone was at the counter when I walked in and ready to go. Maybe it's just me....

CFA = Chick-fil-A? If so, I totally agree. If more places were like CFA, CFA would go out of business...or at least not do as well as they do. There are times where I'm just not in the mood for a chicken, but definitely not in the mood to deal with crap-shoot service at the other vendors. I have (and others have said the same) gone to CFA just for the customer service.

 

[Pablo]

The generation of free expectations and FSA happened.

People have always been lazy, that's not new. But never before in the USA have they been so enabled and encouraged.

Sow. Reap.

Blind defense calling for compassion.

 

[swampdodo]

Another way one could see this situation is the young man was very likely on his work break. Meaning it was his personal time off. And therefore he owed you zero service and zero acknowledgment. Other than the acknowledgment that you are a fellow human being. To which it appears he may have politely moved out of your way when you were approaching. But I suppose him expecting to be off during his break time would be too capitalistic of an approach. You must be treated with respect and serviced regardless of his break status as your time is more value than a lowly service worker.

Moving on, the people behind the counter attempted to help you but were not immediately at the ready to service your needs. OK. It sounds like they were tending to other duties in the store, as the store doesn’t supply and stock itself. But I’m sure you know this. Either way you had to wait a moment. No a big deal all around.

Also, the wrong part showing up is a ridiculous thing to be overly upset about. Suffice it to say people make mistakes sometimes. Like say maybe someone not writing down the info they needed before going to the store. You know, common daily mistakes like that.

Lastly the “typical” before describing the young man’s appearance comment is… um, interesting. I imagine if you did a similar thing prior to describing his ethnicity or race that would be offensive to most. But since it’s before his age I guess that’s perfectly acceptable stereotyping behavior around here. Good to know.

I do so love these “kids today” and “back my day” rants. Most of the time from my perspective the ranter looks way more foolish than the ones in the rant. Today is no exception.

Here is another 'back in my day'...

I see this all the time...the workers sitting/standing out in the store front taking their breaks...smoking/eating/etc. But here is the thing...it is an image issue. Having workers or anyone for that matter sitting out in front of the store...smoking/eating/etc....does not project a positive 'image' of the store. While you may or may not agree and certainly people have the right to be where they want to be as long as they don't break any law (but does it break ant-loitering rules???)...

Long ago, when I worked at a store call Eckerd Drugs (now Rite Aid), we were told the rules up front...one of which basically stated that you are not to take your breaks out in the front of the store...take it in the break room or go out back behind the store. I also remember back in those days...break or not, customers did come first. But also, if we did work on breaks, we would be compensated later...leave early or take a longer break later...

Don't know...maybe we've moved from being a pack or colony to being grasshoppers...

 

[JTK]

There are so many factors contributing to something like this customer service problem.

One of the largest is a life built around faces buried in a device rather than socializing, which leads to zero social skills. I see it with my kids, myself and my wife. It is a problem from the top down.