Saturday, September 03, 2005

Where did customer service go?

The weekend is here and performing the needed projects around the house came calling. It is one of those things I enjoy but also dislike. The work is fine. It is having to go to those big box stores like Walmart and Home Depot.

I've always been impressed with the size and business methods of these two behemoths. What I haven't been impressed with for some time now is their customer service. Not only service but even the condition of the stores seem to be out of the control of corporate management. It seems both companies constantly open new stores just so they can have a few clean and well organized stores...if only for a short while.

The biggest issue I have is with customer service. When did it become necessary to restock shelves during busy business hours. And even if it is needed, I am constantly amazed by employees of these stores. It feels as if I should apologize to them for getting in their way while they move their large pallets around.

My only thought can be that something is missing in that many of these employees simply are not happy with their jobs. Television commercials paint a happy and fun time. A kindly old gentleman greeting you at the door or a male model helping you load your pickup with building material.

It can only be one of two things. Either the corporate marketing heads are completely out of touch with reality. Or they believe that if you keep saying all is okay, people will eventually believe it. But it will eventually fall in on itself. Service is what makes or breaks a company in the long run.

So what can you do? Many of these people are low wage and part time. How can you inspire them to take greater pride in themselves and their work? The employee pep rallys don't seem to be working.

Maybe its time for a change in the way they do business.

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