The Death of Customer Service...

[Rocky]

Re: The Death of Customer Service...

Yeah, having worked in an ice cream parlor for ~5 years as my first job when I was a wee high schooler and into college, I saw some things. I think people draw heavily on their past work experiences with how they approach others working in service industries themselves. I remember enjoying customers that treated me like a human being when I was in that line of work so I almost go out of my way to do the same.

For example, I will [almost] never try to get into some place right at closing time. If I do and don't realize the business hours, I will apologize. I also don't think someone making a mistake or oversight with my order is ever worth making a fool of myself over--I'd rather politely address it or not at all. I also tip in excess of the going rate as a standard operating procedure.

I think good customer service is ~50% on the customer to be honest; I think that no amount of patience and employee skill will placate someone if that customer is irrational and over-the-top upset. I usually have good customer service experiences and I don't think that is really an accident.

See that just makes me upset.

I mean it's not as if I'm paying any less if I go around closing hours so why wouldn't I expect just as good service.

[WaitTilNextYear]

Re: The Death of Customer Service...

See that just makes me upset.

I mean it's not as if I'm paying any less if I go around closing hours so why wouldn't I expect just as good service.

Honest question: have you ever worked in a hospitality/food service/retail type of job?

[TheShizNo1]

Re: The Death of Customer Service...

See that just makes me upset. [emoji38]

I mean it's not as if I'm paying any less if I go around closing hours so why wouldn't I expect just as good service.

Aw, man, you one of them.

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[Boltman]

Re: The Death of Customer Service...

Honest question: have you ever worked in a hospitality/food service/retail type of job?

Aw, man, you one of them.

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He's the Mr Pink type.





*reservoir dogs ref so no one misunderstands.

[daflyboys]

Re: The Death of Customer Service...

Well, we came back this week from a long weekend near Atlanta for some R&R and to see some family. We used Advantage car rental. My wife was amazing in making all the arrangements ahead of time. I was so relieved to look at the next to nothing line at their counter compared to Hertz, which looked like a nightmare. The guy helping us couldn't have been nicer and later I actually complimented him on his voice, saying he should be doing voice overs.

Along the way, and he primarily dealt with my wife since she had to do the driving or can get car sick, he asked her if we wanted insurance. We clearly told him "no" as our USAA company covers us for rentals. I think he rephrased and we were clear that we did not want insurance. I then recall him saying, "ok, you want the minimum then".

Now....in the context of that conversation, wouldn't anyone conclude "the minimum" would basically mean what they normally place on the car when a customer says "no, we have our own insurance" which should not incur any additional or hidden fee? Well, sure enough, when we turned the car in 3 days later, we discover that we were assessed an additional $105-ish dollars, with the check in agent showing my wife she initialed a section apparently having to do with insurance.

Now you've all seen these forms. They are long and drawn out. We are traveling. We were tired and we were clear that we did not want insurance.

Therefore, the conclusion we had to come to is we were played. It seems like the company is named "Advantage" because that's exactly what they take..... advantage.... of you! She called customer service on Monday, but of course we are now in a waiting game for approval from whatever Manny, Mo or Jack has to look at this.

We decided that if we don't get a favorable decision, we are not going to let this one rest. Partially because we don't know how many car rental companies engage in possibly the same practice throughout the country. We will talk to our congressman, the BBB and whatever other entity seems necessary.

[Rocky]

Re: The Death of Customer Service...

Honest question: have you ever worked in a hospitality/food service/retail type of job?

No I haven't, but I would think that those who do see the hours everyday. Not trying to be smart here and I see how it can be an inconvenience but I just think you should do a good job until the last customer that walked through the door has left.

[Speedy]

Re: The Death of Customer Service...

Duke Energy, the monopoly that it is, actually has one of the more nicest customer service I've dealt with. In the process of building my home, I've gotten agitated and annoyed with the engineers and their total lack of insight or understanding...but each time I've called customer service they've been nothing but kind and helpful.

[WaitTilNextYear]

Re: The Death of Customer Service...

No I haven't, but I would think that those who do see the hours everyday. Not trying to be smart here and I see how it can be an inconvenience but I just think you should do a good job until the last customer that walked through the door has left.

OK, then let me try to elaborate...

You've had a long day. Maybe you've worked a double shift or maybe you're covering for a co-worker. Cranky customers. Bitchy customers. Crying babies. Someone tried to quick-change you at the cash register. You had to call the cops to remove a homeless loiterer that's bothering your customers. Lines have been out the door. Your uniform is a total mess. You've been on your feet all day and your shoes suck. You're tired. You have everything ready to close out the night--food mostly put away or the clothes all folded, trash taken out, floors swept and mopped and everything but the drawer counted down--because you're efficient at your job, closing in 60 seconds, and would like to spend as little time after the closing bell as possible getting everything ready for the next day/shift. After earning a meager wage for those first 8 or 12 or 14 or even 16 hours of your shift that day, staying an extra 30 minutes doesn't interest you all that much...

Then somebody comes in at the last second, and possibly has an attitude or a big order or wants a special order that you may or may not be able to comply with due to store policies. Maybe there's a bit of an attitude on one side or both and it sets you back a little bit and you have to stay there longer to close.

I'd imagine the above scenario is not all that uncommon--at least as I remember it from back when I did this kind of thing.

I'm not saying that anyone working should treat any customer with less respect or refuse service (although it's pretty common for younger, immature workers to close early..ugh...not condoning that at all), but this is a very real psychology that people in this line of work have. Nobody is suggesting doing a bad job in any situation, but a customer coming through that door at 9:59 PM when a place closes at 10 PM would do well to keep this reality in mind.

[kehlis]

Re: The Death of Customer Service...

OK, then let me try to elaborate...

You've had a long day. Maybe you've worked a double shift or maybe you're covering for a co-worker. Cranky customers. Bitchy customers. Crying babies. Someone tried to quick-change you at the cash register. You had to call the cops to remove a homeless loiterer that's bothering your customers. Lines have been out the door. Your uniform is a total mess. You've been on your feet all day and your shoes suck. You're tired. You have everything ready to close out the night--food mostly put away or the clothes all folded, trash taken out, floors swept and mopped and everything but the drawer counted down--because you're efficient at your job, closing in 60 seconds, and would like to spend as little time after the closing bell as possible getting everything ready for the next day/shift. After earning a meager wage for those first 8 or 12 or 14 or even 16 hours of your shift that day, staying an extra 30 minutes doesn't interest you all that much...

Then somebody comes in at the last second, and possibly has an attitude or a big order or wants a special order that you may or may not be able to comply with due to store policies. Maybe there's a bit of an attitude on one side or both and it sets you back a little bit and you have to stay there longer to close.

I'd imagine the above scenario is not all that uncommon--at least as I remember it from back when I did this kind of thing.

I'm not saying that anyone working should treat any customer with less respect or refuse service (although it's pretty common for younger, immature workers to close early..ugh...not condoning that at all), but this is a very real psychology that people in this line of work have. Nobody is suggesting doing a bad job in any situation, but a customer coming through that door at 9:59 PM when a place closes at 10 PM would do well to keep this reality in mind.

Great post.

I also think it's impossible for anyone who has ever been in those shoes to empathize with that scenario.

[TheShizNo1]

Re: The Death of Customer Service...

No I haven't, but I would think that those who do see the hours everyday. Not trying to be smart here and I see how it can be an inconvenience but I just think you should do a good job until the last customer that walked through the door has left.

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[PVarck31]

Re: The Death of Customer Service...

I wonder how Odogg's trip went? I was gonna suggest staying at a 3-star hotel just to make sure he'd be happy.

[PVarck31]

Re: The Death of Customer Service...

My thoughts on the closing time thing. I worked in a pizza shop for five years off an on. I mostly delivered but also supervised sometimes.

The owner, who was a pretty decent guy, except when he would take or make us take orders up until the the exact time the store closed or sometimes even 10-15 minutes after. When I delivered it pissed me off to no end to have to take 1-3 or so deliveries after we closed. Usually I worked from like 3-4pm until close which was 10pm M-Th and midnight on Fri-Sat. So by the time I got back to the shop and then had to do my end of shift stuff like cleaning and mopping I wouldn't get out till like 1am or later.

It was nice to get that extra few bucks, but not sure it was worth my tiredness and gas money.

As far as me patronizing restaurants near closing time, I usually don't do it. I like to make sure the store closes more than 10-15 minutes before I go in.

Now if we are talking about an actual sit-down full service restaurant, then I won't go in anywhere after a half hour from closing. And even that I kinda feel guilty about.

Only exception would probably be like a fast food drive thru. It takes like 2 minutes to make a value meal at McDonald's, so I don't think people there are getting all upset.

[Rocky]

Re: The Death of Customer Service...

OK, then let me try to elaborate...

You've had a long day. Maybe you've worked a double shift or maybe you're covering for a co-worker. Cranky customers. Bitchy customers. Crying babies. Someone tried to quick-change you at the cash register. You had to call the cops to remove a homeless loiterer that's bothering your customers. Lines have been out the door. Your uniform is a total mess. You've been on your feet all day and your shoes suck. You're tired. You have everything ready to close out the night--food mostly put away or the clothes all folded, trash taken out, floors swept and mopped and everything but the drawer counted down--because you're efficient at your job, closing in 60 seconds, and would like to spend as little time after the closing bell as possible getting everything ready for the next day/shift. After earning a meager wage for those first 8 or 12 or 14 or even 16 hours of your shift that day, staying an extra 30 minutes doesn't interest you all that much...

Then somebody comes in at the last second, and possibly has an attitude or a big order or wants a special order that you may or may not be able to comply with due to store policies. Maybe there's a bit of an attitude on one side or both and it sets you back a little bit and you have to stay there longer to close.

I'd imagine the above scenario is not all that uncommon--at least as I remember it from back when I did this kind of thing.

I'm not saying that anyone working should treat any customer with less respect or refuse service (although it's pretty common for younger, immature workers to close early..ugh...not condoning that at all), but this is a very real psychology that people in this line of work have. Nobody is suggesting doing a bad job in any situation, but a customer coming through that door at 9:59 PM when a place closes at 10 PM would do well to keep this reality in mind.

I think we'll just have to agree to disagree. But I will say that there are two sides to every story however. I wouldn't assume that every customer that walks in at closing hours is just lazy and/or difficult.

What if a customer entered at closing hours because he's been driving all day and just wants a bite to eat after a long trip? Or they've been dealing with an emergency and has to get food for the entire family. Or it's someone's birthday and after a long day they may want to catch a favorite spot before it closes.

I understand what you are saying and I don't condone making things difficult either way, but the closing times are what they are. I can't possibly see how employees don't know that going in. It sucks for sure, but I just think that would come with the jobs (just like most jobs have bad facets).

[WaitTilNextYear]

Re: The Death of Customer Service...

I think we'll just have to agree to disagree. But I will say that there are two sides to every story however. I wouldn't assume that every customer that walks in at closing hours is just lazy and/or difficult.

What if a customer entered at closing hours because he's been driving all day and just wants a bite to eat after a long trip? Or they've been dealing with an emergency and has to get food for the entire family. Or it's someone's birthday and after a long day they may want to catch a favorite spot before it closes.

I understand what you are saying and I don't condone making things difficult either way, but the closing times are what they are. I can't possibly see how employees don't know that going in. It sucks for sure, but I just think that would come with the jobs (just like most jobs have bad facets).

True. Nothing says the 1-minute-before-closing-time-customer must be a jerk. You can totally imagine a scenario where it's the opposite or where the plight of the tired, hourly worker is trivial in comparison to something else going on at that moment.

I also agree that there is nothing particularly arduous about jobs with closing times versus, say, working construction or farming or being a cop or whatever. But, it seems reasonable to imagine that each profession has its own hot button issues where you can't really understand it until you've walked a few miles in those shoes. I was merely trying to explain the psychology and why you'd get a lot of people solemnly nodding about the closing time thing--because they've been on the other side of it before and disliked it.

[slickdtc]

Re: The Death of Customer Service...

Coming in at closing is one of those things that is technically fine, but realistically is kind of a dick move if you can avoid it.

Yes, closing times are as posted, but just because you can enter at 9:59pm doesn't mean you should.