I've written about the self service dynamics of the web. How the internet simply enables a growing 'want' for control, etc. But this morning I was reminded just how prevalent that standard is becoming--offline too.
Re: I walked into a convenience grocer to grab some food for my train commute. As I was putting the change in my wallet the guy behind the counter reached down for the usual plastic bag, to carry it in. But I was slightly stunned when he simply handed the bag 'at me' as he was turning away, chatting it up with a coworker. I thought, "Wow, nice thank you for my hard earned dollars/trade..." But then it hit me that perhaps this standard has become pervasive and companies are no longer training their employees about customer service, or they don't care, or they simply assume customers want to do everything themselves.
For instance, we do have a lot of restaurant chains where you order in line, wait for your food, then are expected to clean up after yourself. We are pretty accustomed to picking up our hotel rooms or even making the beds to adhere to 'green policies', etc.
But I am personally appalled by the growing lack of respect given to customers (me specifically). Like airline employees are now bossy and rude--more there to tell you what to do than attend to you. Store clerks act as if they're doing you a favor by helping you find an item. Bank tellers literally tell you that you should use their site more. You dare not return food in fear it will be spat on. On and on.
What happened?
As a kid I worked at a pizza joint and I was told the customer was always right. To make it right if they had a complaint. I was taught to be polite and say thank you after every transaction. And later in life I learned that clients valued being spoken to respectfully. So what's up with this new indifference? Rudeness? Especially when the economy is teetering?
Perhaps companies could find a competitive advantage by being nice. What a concept, eh?
A few more illustrations:
I went to a motorcycle dealer to buy a new helmet. The woman at the store spent the entire time with me telling me how she refused to wear one. I literally had to ask her to go get me the size I wanted. Then I had to wait at the counter for her to finish her conversation with another worker and acknowledge I was ready to check out.
I was in the Denver airport Friday evening and found a pizza place open. While in line I noticed a worker taking all the remaining pizza off the pans and putting it into containers. When the guy in front of me said, "I want that one (pointing to the pizza right out of the oven), that same worker said, "No, that's mine too..." I realized he and the others were cleaning up by taking all the pizza home for themselves--all while I an about 7 others watched in disbelief.
I ordered some shoes online. The order went through and about ten minutes later I got an email telling me it was cancelled--on backorder. So I went back to the site and ordered a different pair. Same thing. So I emailed their customer service asking if three other pairs I might want were in stock--to avoid another order. I received a curt response telling me they didn't know--as they order from the factory as orders come in. Didn't know? Yet all on their site as if in stock? He didn't even bother checking the SKU's of the three I listed in the email. Wow.
So, little surprise how everyone rants and raves about the Zappo's model. And how they're willing to pay higher prices at Z's because of the service. That's what it's come to...pay extra to get what you deserve. Maybe the airlines could make more money by paying for a button you can wear that says, "I paid for you to be nice to me today." A better strategy than charging for bags, these days.
What stories do you have to share? Perhaps we can 'ask' companies to treat us better...
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