Is Cutomer Service Dead or Have People Just Become Retarded?

I can freely admit it.  I am a jerk.  I am demanding.  I am what many would probably consider to be a whiner.  And when I spend my money I expect a certain level of service.

But it seems like so many companies have grown out of the old "the customer is always right" approach to business and opted instead for "get them out the door as quick as possible" approach.  I am not big on letter writing or emailing to complain.  I rarely ask for a manager, so when I do it usually means I am at my boiling point.  Usually when I am upset, I simply do not bother returning to a given establishment.

I am sure we have all stood at a register ready to make a purchase while two employees stood their talking about what they did last Saturday night like you were not even their.  While they laugh and joke your frustration level grows as you impatiently check your watch waiting for them to ring up your purchase.

But what happens when it goes beyond that.  When you actually complain to management and they do absolutely nothing?

I have served in management positions in both retail and government organizations handling customer complaints.  Most complaints were baseless or a result of unexpected issues.  But I was always taught to at least appease the person that the issue would be looked into and action would be taken, regardless of how frivolous the complaint was.

Recently, I have dealt with a few situations that were so ridiculous and my complaints to management were so pointless I began to wonder if anyone cares anymore.

A few months ago I went for a bike ride as I am getting a little out of shape.  I have a bag on my bike where I keep my water and wallet while I ride.  Being lazy, I put my bike on the side of the house instead of the garage and sure enough, it was stolen.

Without my ID or ATM card I was in a tight spot.  It was my sons birthday.  Walmart offers a site to store program where you can order online and pay using PayPal and pick your item up in store, sometimes the same day.

The program requires you to show ID when you pick up the item.  I called Walmart and explained my situation to them.  I told them I had a photocopy of my current ID, and I had my old license as well, but my new license was stolen.  I was told it would be no problem for me to pick the items up with those forms of identification.  So I ordered two BB guns and a remote control car, totalling about $100.

When my son, who was turning 8 that day went to pick up the items the lady told me I had to have a current valid government ID.  I told her I called and was told otherwise she was very blunt in telling me I was not getting the items.  Usually I would have just left.  But, how do you disappoint a kid on his birthday?

So I ask to speak to a manager.  I literally waited for 40 minutes for a man to stroll up and be briefed on the situation.  He then tells me the same thing.  He said he was sorry I was given bad information and asked who I spoke to.  I did not take notes and had not idea the persons name.  He tells me the ID policy to to prevent fraud.

My problem is I try to approach things with common sense.  I asked if I had checked the box to have the items mailed to me, paying with the same exact payment method would I have to show any form of ID when the items arrived at my home.  Of course I was told no the post office would simply put it in my mailbox.

So I can order something, never show my face and have it shipped anywhere in the world, and Walmart does not care, but I walk in store with an expired license, and a photocopy of my current license and they are worried I am committing fraud?  I understand if I was ordering several hundred dollars worth of high end electronics to have some concern, but two BB guns and an RC car with an 8 year old in tow and you think I am trying to steal?  A complete lack of common sense plus poor training by the employee who misinformed me.

I asked them to cancel the transactions and I was told they could not.  I had to.  I jumped on my phone and was unable to cancel the transaction and I explained that to them.  Then I was told I had to wait two weeks and Walmart would refund the money to my account.  Wow.

So about a month later we go to the new Walmart in Delano because my son wanted to spend the rest of his birthday money on a game.  We find one employee on a Saturday afternoon in the electronics department.  She is stuck with a customer trying to activate a cell phone and is clearly having problems as the line stacks up.

Finally an employee is found in the aisle by another irritated customer and he helps that one customer despite several of us being in line.  After he finishes he asks the girl stuck on the phone trying to activate the cell phone if she is the only one working electronics.  She tells him she is, and he replies "that sucks" and walks away.

Immediately two people in front of me get out of line realizing its going to be a long wait.

Over the intercom, about every two minutes I hear electronics being paged as they have a call holding on line one.  Each time electronics is paged, I can hear the person making the announcement getting more irritated the line is not being picked up.

So I go to the service counter and find yet another long line, but at least they have three people up their and a manager.  When I get to the front of the line while explaining the situation, the manager who is two registers over inputs.   She tells me I am wrong, three people are in electronics.  I explain there's only one back their.  She again tells me I am wrong they have three people back there.

Keep in mind we are separated by two registers so several people are between us and everyone in line can hear our conversation.

I explain I just walked up there from electronics and they had one lady stuck on the phone trying to activate a cell phone for a customer.  Once again she says I am wrong, three people are back there.

Upset, I explain to the manager, regardless of the number of people scheduled to work, she only has one person helping customers.  I sarcastically said "I am not very bright, but I can count to three.  Apparently Walmart changed their slogan from the customer is always right, to the customer is retarded and can't count".  That drew an eruption of laughter from the other people in line as I stormed off.

As I looked for my family I found my girlfriend walking to the front with the video game in hand.  I asked her how she got it.  She said a male employee saw here and asked if she needed help.  Not to brag, but my girlfriend is extremely attractive.  I asked who helped her and it was the same employee who had said "that sucks" before leaving me standing in line.  It dawned on me the person he had helped while I was in line just happened to be another attractive female.  Maybe the slogan should be "the customer is always right, as long as they have breasts."

This customer service issue ties into my recent posts about WSS Shoes in Bakersfield and radio station 93.1 recent promotion that left hundred of residents disappointed in meeting D-Bo from the Friday movie series.  I emailed both WSS Shoes and 93.1 to complain about the promotion.  Whether they agreed with my complaints or thought I was an idiot, I would expect to receive a response that at least said "sorry but we can't do anything about your complaint".  But thus far neither company has made any attempt to contact me other than WSS is now sending me spam coupons I specifically told them I did not want.

Ironically, I went to In and Out after the promotion at WSS Shoes.  The place was packed.  But the restaurant was clean, the employees were nice as always, the food was great and everyone was happy.  More companies should base their business model on In and Out.  The company pays significantly higher wages than other other fast food restaurants.  This means the job actually means something to their employees.  So the employee works hard and takes care of customers because it some more than just another job.  It may not be a career, but these employees know if they lose that job, they will not be able to go somewhere else the next day and find a job that pays as well.

As a result customer service is top notch making people happy.  Every In and Out I have ever been to was packed.  But I have never once been unhappy about the service I received.  Instead of worrying about costs, companies should worry about profits.  To many corporations believe in the saying a penny saved is a penny earned.   But the companies that are growing have the philosophy you have to spend money to make money.

And spending money making the customer happy is where it all starts.  In fact I think I am going to go grab a double double and a chocolate shake, animal style.  And I can all but guarantee my order will not get messed up, the staff will be polite and the restaurant will be clean.  By the way, In and Out is 30 minutes from my house, and I will drive past every single fast food business there is to get there, but sometimes its worth the drive to be treated right.