I’m starting a new series on customer service. Because so much of it is awful. Mind-numbingly awful.
It’s become that we’re actually surprised when we get great service. Shit, I do backflips (not really) when the waitress gets the “and a side of gravy for the fries” right.
Starting tomorrow, I am going to start posting occasional customer services experiences I’ve had, both good and bad (mostly bad. Let’s face it, bad makes for a better story.) But it’s deeper than that for me. I want to use these experiences not to really complain (because let’s be honest, nobody cares about me griping), but to more or less point out the flaw in the system, and perhaps even offer a solution. It’s my hope that somehow, some way, companies begin to “get it”.
In many cases, the fault of the customer service isn’t the person’s fault (even though we’ve all had Mildred McSlug as a cashier, and yes, she’s painfully slow). It’s the company’s fault. Bad policies, draconian “you can’t make decisions” regulations on their personnel, and a fear of theft that causes them to inconvenience the (ever shrinking) customer base walking through their door to spend money.
I am going to name names. Not so much that I think it’ll have an effect (I don’t have that much juice), but it makes things credible. I’m all about credibility. Plus, maybe for some of the local business that think lousy service is ok, sure, my post just may show up when they get searched. But again, it’s not about that. It’s about how in 2014, the world is simply too competitive to give shit service.
Ok, let’s get to it.