Maybe it was the big box stores invading nearly every community that caused an erosion of customer service. The last time I was at one of those stores... and it seems I am at one often... I waited 30 minutes in line to check out with an actual cashier. The self-check lines weren't any shorter.
Last week our satellite provider accidentally double-billed our bank account. When my husband called the company, they said they would reimburse our account... in 3-5 business days! When my husband explained that we don't keep a lot of money in our account, just enough to cover bills, and that our bank was 30 minutes away, and that in three to five business days, we would have overdraft fees... the customer service representative stated, "Sorry sir, but that is our policy."
My husband then called our bank. For $30 we could put a stop-payment on one of the charges. Other than that, they wouldn't help us, even though this wasn't our fault.
So much for customer service.
I have a friend that worked customer service for years. She states plainly that the way customers are treated in this day and age is horrible. Loyalty is not rewarded. The customer is not always right. In fact, most of the time the customer is replaceable... by another customer. If the price is right, the customer will come. All that is needed is a hook... a great advertisement, a cheap rate that is only temporary (but not focused on), a "free" or "nearly-free" draw (like a cool phone at the beginning of a cell contract),
I worked customer service for years. I realize that the customer is not always right. However, the customer should always be treated with respect. And, in a case where a mistake has been made, everything should be done to reconcile the problem. That doesn't seem to happen anymore.
So many companies offer amazing offers for new customers. The satellite companies are prime examples. The best deals are offered to new customers signing up for new contracts. After a year, the price goes up. However, after the contract expires, customers can't get the great rates. Instead, they are charged more than the new customers. I have friends that switch satellite providers every two years to get the reduced rates. After two years, they switch back to the original company and are considered a new customer. Ironically, one of the installation techs told me that most of the workers for these companies do the same thing.
I get aggravated when companies end up treating loyal customers poorly. I can tell you that I have a long memory. When my contract is up, I won't renew with the satellite company that cost me money I didn't have. I would rather have no satellite than to deal with a company that wouldn't fix their error. The same goes for many of the conveniences most of us think we can't live without.
If others felt that way, then I think we would be amazed at how businesses would treat customers. This is not an economy where businesses can offer horrible service or substandard products, and believe that they will be successful. Decisions have to be made when folks have limited resources. In my family, after shelter, utilities, and transportation, the rest of our funds have to be carefully considered. And though price is a large factor, I don't want to have our limited resources go to any company that will treat me poorly. I would rather pay more for less, but get treated decently, honestly, and with respect.
There's a saying that says, "If he will cheat with you, he will cheat on you." While the saying deals with a character flaw in a boyfriend or husband, it applies. It's about character. Many big companies are lacking in character. They have no qualms about it either. Will they cheat you? Absolutely.
I had a cashier forget to give me cash back on a purchase. I didn't catch it right away, but within minutes I realized her error. I went to her and she told me I had to go to the customer service desk. I went there and they told me that they would call me if the drawer was over at the end of the shift. I explained politely that it was basically theft. I wasn't expecting them to just take my word, but to count the drawer then. After all, my card was charged the money. There were plenty of other cashiers. The customer service workers refused. I never received a phone call. Whether the cashier was dishonest and the money taken, or the customer service reps just lazy at their job, I was out money I couldn't afford to lose.
I ordered pictures through a one-hour photo shop. I was to receive a text when the pictures were finished. I paid the one-hour rates. At one-hour, no text arrived. After two-hours, I called. There was no answer. The pictures were finally finished the following day. I asked for a reduction in rates to the overnight charge. I was refused.
I'm begging all those business owners out there.... please bring back quality customer service. Go back to rewarding loyal customers. Develop character. In fact, be willing to stand up for what is right, even if it costs you money. Because, in the end, honesty, hard-work, and respect go a LONG way!
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