There’s an epidemic going on, and it’s called ‘Crappy Customer Service’. I have been bitching about it for years but find myself slipping into this mode of passive indifference. But why? Why is it okay to accept crappy customer service? I believe we here in the US accept mediocre service as good, and crappy customer service as acceptable. I don’t think this is ok. I can totally understand why Yelp is such a go-to resource now.
A few personal recent examples of crap customer service off the top of my head, and for your entertainment (misery loves company):
Apple Genius Bar: I forgot this one, my boyfriend asked how I could possibly ever forget the ultimate in bad service from 'they can do no wrong' Apple. So here's what happened. True story. My iPhone was acting wonky, spazzing out, locking pages etc over a weekend, so I went online to see if there were any posts to resolve. No luck. After an hour or so of time I decided I would just go to the Apple store. So some Monday at around 5:30 pm I drive the 20 minutes to the closest Apple store which is in a mall. I walk in the store and there are 5 Apple peeps in their matching blue shirts and neck thingies lingering around in there. No one else, not a single customer (which I know is weird for Apple store but it's true). One of the Appletons greets me asks if they can help and I explain to her my issue. She points to the guy behind the genius bar and tells me I need to see him, but I need to schedule an appointment. I thought she was kidding, so I asked her if she was serious, she said 'yeah' and takes me to a computer to schedule. I said 'there's no one here.' She told me that I still need to make an appointment. Wtf. So I schedule my stupid appointment for 30 minutes from that time, leave the empty store and make my way to the food court. I'm bored after 10 minutes and a small soda later so I window shop and get sucked into a sale at Banana Republic. I pick a few things and take them to the dressing room, with not much luck, then I look at my watch. I'm 4 minutes late for my appointment. I leave BR quickly and head back to the Apple store 3 doors down. The same 5 blue Appletons are there, and the store is still dead empty. I head to the Genius counter and they tell me I need to reschedule because I'm late. She was such a smug bitch I wanted to punch her in the face and tell her 'fyi you aren't even close to being San Fran Apple store cool'. But I didn't say that I did tell her I thought this was absolutely absurd and that I was only 5 minutes late and there wasn't another soul here could they please make an exception. She finally did. The dick genius at the bar looked at my phone and told me to go home and restore it and if that didn't work then to come back in, with an appointment. I asked if he could do it at the store, he told me to go home. I left the store pissed and wanted to flip the no look back bird on my way out but I didn't. I did resolve my own phone issue but I was seriously so pissed I nearly wrote a long complaint letter. I didn't. My love affair with Apple however died with that experience. True. Story.
Scheduling a mammogram: 15 minute call to primary physician. I was placed on hold, routed several times to 3 ladies, none of which were happy, 2 were bitchy. They ultimately let me know that I am covered for this by insurance, I just need to call this xx phone number to schedule directly, no referral needed. Next step I call the xx phone number, I am routed through a complex phone system, but successfully get to radiology. I am received by another unpleasant woman who tells me I need to get a referral from my primary doctor. I tell her that I was told the opposite by the primary. She is confused and not happy. What a bitch I am. I’m put on hold. She comes back several minutes later and tells me she’ll book it but she’s not so sure it’ll be ok. (As a result I made a note to follow up a few days before the appointment to make sure I’m still on and that I’ll be covered ok because I don’t want to have the next step to be an insurance company crap-tastic disaster to clear up.) Note: insurance company customer service issues are the mecca of crappy, take pro-active measures to avoid at all costs.
Travel Changes: forget about it, I don’t care if it’s Travelocity, Orbitz whatever. I don’t even need to go into detail because we’ve all experienced the misery. Just don’t bother trying to make changes to an existing itinerary. Between the change fee, and the difference in fare fee, and the pain and suffering, just rebook another fare.
Ordering Drink at the bar: Bartender walks over after passing me 5 times. Me, (smile) “Hi, how are you?” Her, (frowning , silence, no response). I swear I am not exaggerating. Me “Can I order a drink?”. Her “what do you want?’still not smiling. Me not smiling anymore now either, and a little bit frightened actually… made my order, got my drink, but wowza.
Spending tons of money at local independent boutique: At no time during my visit while browsing, trying stuff on or at register did anyone ask for my contact info, email, my sizing, my preferences or fave lines/ designers, or if there is anything on my wish list I’m looking for. Owner says numbers are down and grim, blames the location and economy. I would disagree with that. Basic stuff man.
Big Bank: quote from my gentle beloved “I think it’s unbelievable, every one of those assholes I've talked to make me feel like shit about wanting to get access to my own money. Fuck those guys”. (Big Bank loses big customer).
Grocery store, Walgreens, Target: your basic run of the mill mistakes at register and me being an overall huge inconvenience for purchasing their stuff. Again, what a bitch I am.
I don’t know what has happened over the past decade or so. It appears that customer service levels have reached a new low, as has good common sense and hard work. Maybe I’m being unfair and over-generalizing but I believe customer service levels have deteriorated over the years. Maybe the jobs suck really bad and people are grossly underpaid. Maybe that’s why the service is so poor. I had some pretty rough gigs myself throughout my 20’s but was raised to work hard and think outside the box and low and behold, that kind of thing is often recognized, and that’s how you develop a career. Crazy how that works. I feel like there’s this generation of young kids who think becoming a Gaga or a Bieber or a Zuckerberg or a Rachel Zoe is A. easy and B. what they deserve and C. what they deserve now and D. what they deserve without doing the work. I am digressing a bit into a different topic but I do think there is a connection between the two: youth ideals / customer service.
Here’s the upside. I think there’s positive that can come out of this customer service negative. I believe there is tremendous opportunity to be extraordinarily successful by selling or providing anything, if it comes with exceptional customer service. Even in a bad economy, actually particularly in a bad economy I think a business can be successful with great service. I think there’s a spiritual, cultural and economic movement happening right now and people want some change, much like most of the #ow occupiers have intended . Check out this short article speaking of the 3rd progressive era. I think it is very positive in the midst of our current economic disaster. This article speaks to our economy and society on a macro level, and things like customer service I think fold into this concept on a micro level.
In case you don’t have the time to read this here’s an excerpt speaking to what I was describing with change on a macro level:
“Following our recent financial calamity, a third progressive era is likely to be in the making. This one should aim for three things. The first is a revival of crucial public services, especially education, training, public investment and environmental protection. The second is the end of a climate of impunity that encouraged nearly every Wall Street firm to commit financial fraud. The third is to re-establish the supremacy of people votes over dollar votes in Washington.” The New Progressive Movement – NYTimes.com
On the micro level, here’s a couple of good recent customer service examples that give me hope:
Movie Theatre Concession Booth: here's my second edit addition that I forgot about that my boyfriend reminded me of. It left me with hope for our youth to be honest. Story goes, my boyfriend and I went to the movies, it was his choice this time, so he opted for 'Captain America'. He left me at the concession line with an order for the #1 to share (small popcorn/ soda) while he went to the little boys room. I made it to the front of the line and was greeted by a super sweet 16-17 year old girl. She asked me what movie I was going to see and I told her but that I really wanted to see 'Crazy, Stupid, Love'. We shared a 'the things we do for love' giggle. I then made my order and she told me for only another dollar I could get the 64oz of soda and the large popcorn, it was a great value! (she said with exuberance and a smile). How could I say no? So I did, I gave her my money just as my boyfriend made his way back over, with a look of horror in his eyes at the gallon size tub of popcorn. He asked how I could screw up this simple request and how would any two humans consume such quantity of soda and popcorn, so I explained and shared with him how nice this young girl was and she was a great up-seller, i just had to buy it. I would have bought the m&ms too if she suggested. I was just so surprised by good service I was sucked in. It was great. That young lady was great.
Vet: They gave me an appointment reminder a few days before. At the time of appointment they were friendly, thorough, on time and then after my appointment…wait for it…they gave me a follow up call to see how the patient was doing!
Hybrid Hair Salon: At the time of scheduling they reminded me of additional services I was due for. At the time of appointment, they were on time, greeted me with a smile, offered me refreshments, gave me a complementary scalp massage, thoroughly addressed my needs and did it with a smile and with professionalism. I left with a great cut and product that I needed and my next appointment already booked at checkout. Tabatha need never go to this salon for make-over.
I seriously don’t want to be a bitch anymore to spend money on products or services. I also don’t want to have to be an expert on everything so I don’t get screwed in general. I will spend more money on a product or service where I receive good customer service vs the same product, less price with bad service. I can tell you this for sure, the next business I start, I will provide kick-ass customer service.
I am a bit cynical after years of crappy customer service beat-down, and yeah a bit recession bummed too, but I will make efforts to be an effective and positive part of our hopeful progressive change in ways that I can. Imagine if we all pitched in to do our part big or small to effect change (hence the def’n: movement). Hmmmm, maybe its time to get that new business rolling….
Start with a smile, and take it from there. Run well, and prosper! Namaste, Pdub.
