Edward

Yup, Steve W. and others here have hit is squarely: vote with your wallet/patronage.

Of course paying more doesn't always get you more, but when you DO get more from a particular establishment, RETURN to that establishment, then proceed telling everyone you encounter about that establishment's stellar service. And remember, too, to remind that business why it is you continue to patronize them lest they succumb to everyone else's SOP. When all is said and done, much really IS in our hands.

Edward

TomF

Wow, that is cynical. You definitely need to take a long drive in your 993 and forget about the rest of the world for a while!

901aero

Service is dead. Customer service is on life support (but brain dead). And any hope of its return is just that; hope. I think one of you guys said that we here in the US have it TOO easy. Bingo. Nobody gets fired anymore. Even though they clearly show absolute apathy in serving the customer most "bosses" are afraid the new hire may be even worse! Don't give a crap? perfect your hired!

mcuozzo

I agree with most of the comments here, but I have a little different viewpoint. One of the reasons for declining cs is that only a small sampling of peolpe will complain about poor cs.

I try not to be a jerk about it most times, but if something is not done correctly, I'll meniton it. I'm surprised by how many people won't complain for fear of hurting someone's feeling or 'making a scene'. To me the worst two examples of this are not complaining about your food if it is prepared incorrectly and\or still tipping a wait person 20% when your service is poor.

I'm one of those 'crazy people' who will go to a companies website and complain about a particular incident. You'd be surprised by how many companies don't care. However it's a pleasant surprise when you get some goodies in your e-mail. Now if just 10-20% of the people complain\returned the merchandise\vow to shop somewhere else, you'd be surprised how many companies would care.

Matt

OK, I thought of my biggest pet peeve - going to a restaurant (Fast food mostly) and they are out of a certain, featured item. That would be like an airline running out of planes unexpectedly and them saying "oops we didn't think that many people would be flying today". Extreme example I know, but you get the point.

Matt

Martin S.

Move to a small town. I live most of the time in Paso Robles, CA. I have been hearing for months from locals about the Paso Robles TruValue Hardware store...went in today rather than drive another 12 miles further south to Home Depot in Atascadero..what a surprise. As soon as I walked in, an employee asked, "May I help you?" I replied, "Yes", and to my surprise, they actually helped me.

We have a tractor sales and service place, Coastal Tractor. I call for service and I was given the personal cell phone of Bob, the technician; he was out on a service call. I call Bob and he helps me with good advice, right away.

I have had a few problems with my ISP, TCSN in Paso Robles. Incredible service when you need them.

The moral to this store, patronize your local small businesses, AND, move to a small town. I did and will never go back to the Big City lifestyle.

c993k

You make it sound like the whole world uses the Porsche Dealeship code of ethics as their bible,
Hmmm, now that I think about, maybe they do! Chris

Tour18

If you live anywhere near Dallas, go to RUF.

901aero

I oftern try to voice my disatisfaction with service and or workmanship. But to tell the truth I actually am concerned that the parties involved will go out of their way to make things worse. I have had friends relate some hair raising stories about deliberate vandalism (most times hidden in the job) that comes out only weeks later. Makes you really furious to think somebody actually screws up and than takes it out on you because you called them on it. I often find myself asking "how am I the bad guy here?"

farmerjohn

My bank recently quit sending images of checks in the statements. It's now a $2 monthly charge. When I complained, they didn't seem to care. "That's the way it is", I was told as they crossed their arms. Bastards.

CentralCoastC4S

I thinks Martin's point about small town life has merit. Everytime I drive through Paso Robles (happens a lot), my wife and I say "why don't we move here?" It's like thousands of small towns where people still matter, at least to many.
I've become cynical in the extreme about service in general and the lack of ability for individuals to take responsibility for their actions and make something right. It has become necessary to complain ad nauseum until you are at last heard by the right person who makes an effort to correct a wrong.
A recent example, had a package sent to me by next day air via DHL. It did not even leave the shipping location until after it was due here. I still have not seen the package ( an expensive guitar) and have no confidence I'll see it on Monday. I've gone to DHL as UPS seems to find a way to lose or destroy whatever I send with them. Now I don't even trust DHL.
Good service is a rarity. I think we should all go out of our way to acknowledge excellent service when we get it, maybe it will go a small way to encourage improvement in all forms of service in our society. We need it.
Bruce

kris

A couple of days ago I was singing the merrits of customer care in the US, along the lines "...you would never get a poor service like that on an American golf course...". I remember being treated very well in all respects during my visits (5) to the US. The last one was in 96 so I guess a lot must have happened in the mean time.

mrsullivan

Bad customer service, poor customer experience, declining service levels, increasing complaints, high customer churn, etc.... these are all good things for me, because they keep food on my table. For over 10yrs I have been consulting large companies on how to improve this....

The good ones got this early on -- Ritz Carlton, Lexus, Southwest Airlines, the list goes on -- the bad ones are always taking a short term view, minimizing the costs associated with serving their customer franchise, reducing skill levels, outsourcing offshore, automating, etc. Like I said, its good for me, but I am constantly amazed at the nearsighted view of execs at these big companies...

Steve Weiner-Rennsport Systems

"Mental Myopia" is part of the Human Condition,.....I'd guess that your business will stay recession-proof for a very long time....

mrsullivan

yes and it is a good thing... i am not smart enough to go off and learn anything new...

Steve 96C4S

I'm finding this thread very interesting. I do residential sales for the largest cable TV company in the US and the calls I get about missed installs, rude customer service reps when they ask a question about their service, incorrect billing practices, long wait times on hold, always late for appts and no one calls them to tell them they're late... it really gets to me! I can't believe I work for a company that makes people wait 2-5pm for a time slot and then the customer calls me at 630pm and says no one has called to say where they are, apologize for being late, offering an estimated time of arrive... nothing! I have to call dispatch to find out the tech is late or that he called the sub and they were in the bathroom, weren't able to answer the phone saying that they were home, and he blows off a job that someone has waited a week for!

It's so aggravating, but what can I do. Live with it the way it is I guess as it's broken and I have to accept that for now. I have to apologize to irate customers many times a day for our inefficiencies and blunders. Hopefully it will get better one day, but it's been 18 years and it's still screwy.

Peace,
Steve R