What has happened to customer service? Does it even exist anymore in the American marketplace? Of course, I do not expect customer service when I have opted for "self-serve"; but I'm talking about the folks across the counter who have what I am willing to buy. Why should I have to beg them to take my money?
I was passing through North Carolina today and decided to stop at one of my favorite malls. While there, I remembered that there was this small shop that sold delicious pretzels. First I had to find a directory, then I had to locate the shop on the map, then I had to make my way through the maze of twists and turns to get to the delicious pretzels. By the time that I saw the sign, I was already salivating. I envisioned taking my warm treat and a big fountain drink straight to the truck so that I could munch and slurp on the ride home. But I couldn't get anyone to wait on me! There were four employees behind the counter. One employee was waiting on the lady in front of me. Another employee was making pretzels. Another employee was toying with the cash register. And the fourth employee was talking to the one toying with the cash register.
I stood there for at least two minutes--which is quite a long time for a person who hates to wait in line. The lady in front of me had two children with her, and they seemed as excited as I about the prospect of the pretzels. I really didn't fault them for taking their time, because that's exactly what I intended to do. But, I was inflamed by the two other workers behind the counter who absolutely refused to acknowledge my presence. Couldn't one of them take my order? I don't know, because even though we made eye contact, they never uttered a word to me. Even a simple, "We'll be with you in just a moment" would have been nice. But I got nothing. So, I made a drastic decision (that I hoped I wouldn't regret), and I walked away.
I decided that there are numerous covenience stores that sell those tasty pretzels, and I stopped at one of my favorite stores on earth (Sheetz--highly recommended) and picked up a yummy sandwich and fresh, warm, soft, salty pretzel. It was yummy, and worth the wait.
I don't want to seem like an Andy Rooney sound bite, but what has happened to customer service? My daughter went to the cell phone company last week to get some answers about a charge on her bill. The young girl who waited on her was "quite helpful" according to my daughter, but do you know what help she offered? She told me daughter that she would have to call the 800 number on the phone bill to resolve the matter!!! Once again, I was enraged when I heard this! How assinine is that system? If I were to walk into this same cell phone store and want to pay my bill or change my service or buy a phone, they would gladly help me; but, because I have a question about my bill I have to call an 800 number? Aren't YOU the company that I am calling about this charge?
As much as I wanted to get involved in that scenario, I just did not have time. But all I want is for the server at the restaurant or the cashier at the counter or the paper boy or the sales clerk to do their job and their job is taking care of the customer. I do not need to be caudled; I just want to be served--even when all I want is a pretzel.
I was passing through North Carolina today and decided to stop at one of my favorite malls. While there, I remembered that there was this small shop that sold delicious pretzels. First I had to find a directory, then I had to locate the shop on the map, then I had to make my way through the maze of twists and turns to get to the delicious pretzels. By the time that I saw the sign, I was already salivating. I envisioned taking my warm treat and a big fountain drink straight to the truck so that I could munch and slurp on the ride home. But I couldn't get anyone to wait on me! There were four employees behind the counter. One employee was waiting on the lady in front of me. Another employee was making pretzels. Another employee was toying with the cash register. And the fourth employee was talking to the one toying with the cash register.
I stood there for at least two minutes--which is quite a long time for a person who hates to wait in line. The lady in front of me had two children with her, and they seemed as excited as I about the prospect of the pretzels. I really didn't fault them for taking their time, because that's exactly what I intended to do. But, I was inflamed by the two other workers behind the counter who absolutely refused to acknowledge my presence. Couldn't one of them take my order? I don't know, because even though we made eye contact, they never uttered a word to me. Even a simple, "We'll be with you in just a moment" would have been nice. But I got nothing. So, I made a drastic decision (that I hoped I wouldn't regret), and I walked away.
I decided that there are numerous covenience stores that sell those tasty pretzels, and I stopped at one of my favorite stores on earth (Sheetz--highly recommended) and picked up a yummy sandwich and fresh, warm, soft, salty pretzel. It was yummy, and worth the wait.
I don't want to seem like an Andy Rooney sound bite, but what has happened to customer service? My daughter went to the cell phone company last week to get some answers about a charge on her bill. The young girl who waited on her was "quite helpful" according to my daughter, but do you know what help she offered? She told me daughter that she would have to call the 800 number on the phone bill to resolve the matter!!! Once again, I was enraged when I heard this! How assinine is that system? If I were to walk into this same cell phone store and want to pay my bill or change my service or buy a phone, they would gladly help me; but, because I have a question about my bill I have to call an 800 number? Aren't YOU the company that I am calling about this charge?
As much as I wanted to get involved in that scenario, I just did not have time. But all I want is for the server at the restaurant or the cashier at the counter or the paper boy or the sales clerk to do their job and their job is taking care of the customer. I do not need to be caudled; I just want to be served--even when all I want is a pretzel.
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