Comments on: Dan the Early Retired Man: What’s Happened to Customer Service? http://www.thegeminiweb.com/babyboomer/?p=2836 A 50-something baby boomer examines midlife crisis, ennui in America, and other compelling ideas Fri, 03 Sep 2010 04:56:47 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Andrea J. Stenberg http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-163031 Andrea J. Stenberg Mon, 21 Sep 2009 13:20:44 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-163031 I completely agree that we need to speak up whenever we receive poor customer service. And the true measure of customer service isn't perfection; after all humans make mistakes. The real measure is what they do to remedy the situation. In your story the manager didn't try to justify the error. He apologized and tried to make it right by fessing up and giving a free service as compensation. What I find really appalling is when you point out poor service and the owner or manager tries to justify what happened or argue with you. It's at that point that you begin to understand where it all started - at the top. I completely agree that we need to speak up whenever we receive poor customer service. And the true measure of customer service isn’t perfection; after all humans make mistakes. The real measure is what they do to remedy the situation.

In your story the manager didn’t try to justify the error. He apologized and tried to make it right by fessing up and giving a free service as compensation.

What I find really appalling is when you point out poor service and the owner or manager tries to justify what happened or argue with you. It’s at that point that you begin to understand where it all started – at the top.

]]> By: Laura Lee aka the Midlife Crisis Queen http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162937 Laura Lee aka the Midlife Crisis Queen Tue, 15 Sep 2009 17:32:42 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162937 GREAT POST! I am reminded of one George Carlin's New Rules for 2008: New Rule #7: I’m not the cashier! By the time I look up from sliding my card, entering my PIN number, pressing ‘Enter,’ verifying the amount, deciding no, I don’t want cash back, and pressing ‘Enter’ again, the kid who is supposed to be ringing me up is standing there eating my Almond Joy! Rest in peace & laughter, George!!! GREAT POST! I am reminded of one George Carlin’s New Rules for 2008:

New Rule #7: I’m not the cashier! By the time I look up from sliding my card, entering my PIN number, pressing ‘Enter,’ verifying the amount, deciding no, I don’t want cash back, and pressing ‘Enter’ again, the kid who is supposed to be ringing me up is standing there eating my Almond Joy!

Rest in peace & laughter, George!!!

]]> By: Rhea http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162936 Rhea Tue, 15 Sep 2009 16:25:36 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162936 Chroma, I do this as much as possible in my neighborhood of Jamaica Plain (Boston). I shop locally and pay a bit more, but I value the experience of the relationships with the hardware store guys, the restaurant folks, the bookstore owner, etc. Chroma, I do this as much as possible in my neighborhood of Jamaica Plain (Boston). I shop locally and pay a bit more, but I value the experience of the relationships with the hardware store guys, the restaurant folks, the bookstore owner, etc.

]]> By: Chroma Lab http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162935 Chroma Lab Tue, 15 Sep 2009 16:12:35 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162935 I think the best way to get good service is to go to small, local businesses (if you can find them in a big city!). Those business owners know they have to work extra hard to earn your loyalty as a customer, because they can't always compete price-wise with big box stores. The relationship I have with the people at our paint store is meaningful, since they know me and what I need. That means FAR more to me than saving a few bucks at Home Depot. Agreed--bring back service! I think the best way to get good service is to go to small, local businesses (if you can find them in a big city!). Those business owners know they have to work extra hard to earn your loyalty as a customer, because they can’t always compete price-wise with big box stores. The relationship I have with the people at our paint store is meaningful, since they know me and what I need. That means FAR more to me than saving a few bucks at Home Depot.

Agreed–bring back service!

]]> By: Becky http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162931 Becky Tue, 15 Sep 2009 09:28:49 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162931 Remember when someone would come out of a small corner gas station, check your tires, and put air in for free rather than having to put money in a machine and do it yourself? Technically speaking, tire sensors have taken something relatively simple and made people absolutely dependent on someone else. Remember when someone would come out of a small corner gas station, check your tires, and put air in for free rather than having to put money in a machine and do it yourself? Technically speaking, tire sensors have taken something relatively simple and made people absolutely dependent on someone else.

]]> By: Douglas http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162915 Douglas Mon, 14 Sep 2009 18:09:12 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162915 My personal (and casual) observation is that the worse the job market, the better the quality of service. I am surprised at your cousin Dan's experience. I am also surprised they had to bleed and refill to synch with the computer. My car (and my wife's) have that tire pressure sensor thing. All mine requires is that the tires be filled to whatever level one wishes (I bring mine up 3 pounds over recommendation) and the reset button be hit on the dash. My wife's, like Dan's son's, shows actual pressure levels. I suspect I will opt out of replacing the sensor if one goes if it will cost that much and require that procedure. I can keep an eye on the tire pressure myself. But I think you are right, Rhea, better service is often to be easier found in small towns rather than in big cities. My personal (and casual) observation is that the worse the job market, the better the quality of service. I am surprised at your cousin Dan’s experience. I am also surprised they had to bleed and refill to synch with the computer. My car (and my wife’s) have that tire pressure sensor thing. All mine requires is that the tires be filled to whatever level one wishes (I bring mine up 3 pounds over recommendation) and the reset button be hit on the dash. My wife’s, like Dan’s son’s, shows actual pressure levels. I suspect I will opt out of replacing the sensor if one goes if it will cost that much and require that procedure. I can keep an eye on the tire pressure myself.

But I think you are right, Rhea, better service is often to be easier found in small towns rather than in big cities.

]]> By: Rhea http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162914 Rhea Mon, 14 Sep 2009 16:49:56 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162914 Diana, it's great when you can still find good service. I tend to think it would be easier to find in towns rather than in big cities. But it really varies. Diana, it’s great when you can still find good service. I tend to think it would be easier to find in towns rather than in big cities. But it really varies.

]]> By: Diana http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162913 Diana Mon, 14 Sep 2009 16:44:11 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162913 I had to take my car to be serviced last week and when I called for an appointment, they told me it would take 2 hrs. When I brought my car in at 7:00am, I asked them if there was an outlet where I could plug in my laptop because I had homework. They said no there wasn't, however, they told that I could use one of the empty offices (there were a number of them) and the office would be quieter to work than out in the waiting room. At ten of nine they came and told me that my car was ready, they were just washing and vacuuming it now. I had to take my car to be serviced last week and when I called for an appointment, they told me it would take 2 hrs.
When I brought my car in at 7:00am, I asked them if there was an outlet where I could plug in my laptop because I had homework. They said no there wasn’t, however, they told that I could use one of the empty offices (there were a number of them) and the office would be quieter to work than out in the waiting room.
At ten of nine they came and told me that my car was ready, they were just washing and vacuuming it now.

]]> By: Steve Skinner http://www.thegeminiweb.com/babyboomer/?p=2836&cpage=1#comment-162911 Steve Skinner Mon, 14 Sep 2009 15:46:47 +0000 http://www.thegeminiweb.com/babyboomer/?p=2836#comment-162911 Might I also add my complete and total agreement! Might I also add my complete and total agreement!

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