Customer Service: Deader Than Dead

Today I had every intention of writing about sales. But I have been distracted by other issues. If you are a regular reader of this blog, you may remember that my first entry was an obituary for customer service. Well, nothing has changed. As a matter of fact, it has gotten worse. How in the name of God do these companies continue to exist, thrive, and in many cases, become huge players in their field? 

When I started writing this, I told myself that I will not name names. Who the hell am I protecting? I do not agree with posting on sites anonymously and hurting a business by hiding, so here I am, fully disclosed.

Let’s start with Comcast. I have had an issue with my cable service from them for two months, and the problem is still occurring. Actually, I lied; it’s gotten worse. They are terrible, terrible, terrible. Everything is “let me send a signal to your box." I finally get why many of you stream your shows all the time, and why Netflix is $230.00 a share.

The next is Luxury Retreats, a company that AirBnb purchased—high-end resort homes for rent. I rented one recently that was infested with mosquitos. We complained and submitted actual pictures of the bites to them; it was that bad. Over the phone, during the crisis, they made offers to get us repellants and lotions; nice attempt, but we had already done that for our survival. When we returned home, they offered a credit towards another rental and $500.00. Some might say "well, that’s good." I say it was insufficient because this was my fifth rental from the company, and now, my last. The offer paled in comparison to the business I had given them already.

Next up: two insurance companies, Erie and State Farm. I have been a customer at both for over 10 years, and I can’t get a call back. I have to call multiple times to ask them to take my money!

I could go on forever about big, midsize, and small businesses that have forgotten that I am the customer. Sending me emails isn’t customer service. Reminding me that they are out there isn’t customer service. I think when e-commerce exploded, when distribution centers replaced malls, when customer service call centers were moved offshore, we forfeited great customer service. Convenience came with a price. Business websites allowing for shopping 24/7/365 came with a price. When a local business can now reach a customer around the world, it comes with a price. And that cost is great service.Technology left us without a face or a voice; we basically voted for speed and convenience. But no one told us customer service would evaporate. Maybe it’s our fault; maybe it’s the tradeoff for having a package at your door as soon as you click "confirm purchase." 

I have also recently seen some excellent examples of customer service, but it exists mostly in restaurants and usually the owner is very involved in their business. It is the service industry, after all. Some of the franchise models do provide great service. Jersey Mike's and Five Guys are two examples. ACE Hardware has hired a bunch of, let’s say "older" employees, but let me tell you—they know their stuff and help you all the way.

My wife and I have decided that we will leave a business if no one greets us with a simple “hello." Can’t say hello, can’t have our money. That's our mantra.

It’s bad. It's really bad. But we allow it. My favorite line is “hope we can earn your business back." Why did you lose it in the first place?!

I am frustrated about this. If you feel the same, please email me. If you disagree, please email me. Most of all, push back, demand better service. It’s your money, and you decide where and how to spend it.