For my first Roundtable post, I racked my brain to think of something profound that would make the fellow Roundtablers respect me since they barely know me. Then my brain started hurting. So I just decided to post on something that's been bothering me for a while. My latest two-plus hour wait at the Michigan Secretary of State for a license plate in conjunction with a 2 month delay for a $500 deposit return from a car dealer inspired me to write about the topic in the title.
As a marketer by trade, and a money-earning, money-spending capitalist, I notice deficiencies in meeting customers' needs, whether it's in a product or a service. I've come to realize that I experience bad customer service in just about every industry and I'm surely not alone. It wasn't always like this, and it has gotten to the point that we are absolutely delighted if customer service is good, and we become increasingly frustrated with terrible service because it seems to happen more often than we can imagine. Personally speaking, my purchasing behavior has been altered. I often think of not buying certain things because I'll have to deal with some issue and the resulting stress of not getting it resolved easily. (As singer Mae Moore says, "All the things I don't have set me free.") Whether it's at a restaurant, a department store, or with a wireless phone provider, there has to be something going on in our society that causes universally bad customer service. And as usual, I have some theories on why this is so. They have to do with low pay, laziness, corporate greed, bad manners, lack of consideration for others in our society. I want to hear from the Roundtablers though. What do you think causes this societal affliction of poor customer service? Feel free to post a comment and give your two cents.
If more commercial and government establishments don't get their act together soon, I think I'm going to go live in the woods so that I won't have to depend on clerks, salespeople, or customer "service" representatives ever again. I'll just pretend I'm perpetually on the TV show Survivor.
If you have high speed internet, you might get a kick out of this 9 minute video that I stumbled upon...