The Good Ol' Days: Customer Service
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Let me see if I can test you on Customer Service. Ready:
1. Do You remember when you actually never had to pump your own gas? Let me go further back...How about when there was no price difference between between Self Service at the Pump and Full Service?
2. Do you remember when EVERY fast food restaraunt poured your soft drink? In other words...No one had the Soda Fountain Machine out in the Customer Dining Area.
Welcome to this Century...A Century where Customer Service is out the window! In this Hub Article, I am going to tie two basic concepts together that relate to Customer Service. One is from the Good Ol' Days...and another would just be from a plain ol' Economics standpoint. I am not going to draw a conclusion either. The conclusion may just be that we have moved on. (Period) This "techno-speed whirlwind of getting things done" pace that we are on may continue, may advance further, or may just be a passing fad. I don't know. I have seen everyone don Cowboy Boots (Urban Cowboys) and want to get back to the basics again (See below: "Luchenbach, Texas")...then followed it up by synthesized techno-music with spiked hair-do's in the following decade (Punk-New wave-Birth of Techno Music)...and modernizing everything. (See 80's Style Song Below). Who is to say what lies ahead in our world?
How about some more "Remember When's" first:
1. Remember when you would walk into a Big Retail Sales Department Store...and Someone would come up and ask you for help. Then, actually stay with you through your entire rummaging of looking for what you needed?
2. How about when 18-Wheeler Truck Drivers were the "Gentlemen of the Highway"? (May not have anything to do with Customer Service ??? But I threw it in here.)
3. Do you remember when taking your complaint to the Manager was a "big deal"?
4. Remember when Humans actually answered the phone at Big Utility Companies?
5, Remember when the clerk behind the register...actually cared about their attitude?
6. My all time favorite "lack of service" incentive for the Customer..."Self-Check Out". What idiot came up with that? What's next? I mean we are already walking through the stockroom (by design) of places like Home Depot and Sam's Wholesale. What's next...are they going to have us unload the trucks for them and then ring ourselves out. Maybe...all the stores could run a big conveyor belt from the loading docks to the check-out...and the Customer could just do it all...while the Store Owners and Managers sit back and collect all the money.
Here's another incentive idea for all you Store Owners out there. This could be...yet another way...to help cut down on Staff in the store. One idea that I take full credit for. Retail Management take note. Save on the cost of having someone on hand to clean your floors. Just have plenty of mops available...and the next time there is a spill...just offer a discount on merchandise to whichever Customer is willing to go clean it up. You could announce it over the P.A. "Attention Customers...We have a clean-up on Aisle 7...The first one to clean it up can get a 10% discount off their total purchases and a complimentary key fob with our Store logo on it!"
"Maybe it's time...We got back to the basics of Love..."
Two of my favorite's that arrived early on the 80's scene.
Why do I write an Article on Customer service? Several reasons:
1. I was a Management Major. Basically, I really enjoyed learning about all kinds of Management theories on how to make better businesses. Work Places that were designed (in theory) to get the most out of their employees and make it a place...more or less...where the Employee felt like a valuable member of the company. OK...I got nothing else to add to that for the moment...other than I do think there are some companies...somewhere out there...that strive to achieve in these areas.
2. I have worked in all kinds of businesses as a manager...and as a worker. I have seen...and learned from all kinds of companies and from different industries.
3. I come from an ol' Southern way of life. Maybe, not since the mid-Seventies could you say that about my hometown...but in the 60's...you could. I live in a big Southern city..."H" town or Houston...by its' formal name. I won't give you a crash course on Southern or Texas hospitality here. That would take another huge Hub. But, if it still exists in these modern times...down here in Houston, Texas...Then imagine, what it was like in the 60's.
Well...Where am I going with this Hub. I want to get your response on how you feel about the Customer Service you get these days...as compared to the Good Ol' Days. The best way to describe what type of Customer Service you want would be to ask you. Wait...Wait One Second...The best way to see what type of Customer Service you require...would be to actually have you decide. "Whatever the market will bear" in business...can mean a whole lot of things.
Let me see...If I just put in some gas pumps that are Self-Serve...and charge you less at the pump. And you decide to use them. I just saved on an extra gas attendant...and got you to like it!
Cashier personnel are difficult to keep stationed at the register all the time. We actually need them out on the retail sales floor loading merchandise. We can cut back on stockers and sales floor helpers if the cashiers can stay out on the floor longer. I know...let's put some "Self-Check Out" Registers at the end of the register row...and see if folks don't gravitate towards them when the lines get busy at the check-out. Then, we don't have to call the cashiers back from stocking when things get busy. Better yet...if the "Self Check Out's" catch on...we won't even need Cashiers anymore. Is'nt that clever? That's even more Staff cost cut and put back on the burden of the consumer!
Let's see if I cram all my available Merchandise to the ceiling...and then have people peruse through the actual Stocked Aisles...I can say that I am saving them money. Meanwhile, my stockers can stay busy cramming the shelves...and can help with the occassional question or two. Or getting some item that is placed up too high for the customer to reach...Pure Genius!
If I cut back on the staff...and never give anyone a raise...Folks will still come to my fast food restaraunt (No names implied)...because our food is just that good...!
Whatever happened to Customer Service?
POP QUIZ:
You know I could go on and on. The main thing is that over the course of time...we "consumers" have been handed a duped bill of goods! We have been given excuses for cutbacks and then told if a service was cut back or limited...it would help an industry or companies bottom line...and then they would pass the savings on down to us. We buy and sell and do business...day upon day...with cutbacks in every area....that includes Customer Service. One day...someone will come along and introduce all the missing benefits of Customer Service back to the everyday consumer again. When they do...they will be the best gig in town...and people will flock to them. And they will make a profit...and beat out the other guy trying to sell us a bill of goods with no Customer Service. It will happen again. People inherently like service when they are paying for something...We are weird like that! We have just lost our footing for the moment...at the expense of thinking...that cutbacks have had to be made to save us money at the register! Things change...maybe not too long from now...they will change back to what it use to be like....when we had a whole lot more and better Customer Service.
Oh, here's that Pop Quiz I mentioned above: (Don't worry it is not difficult at all!)
Think back to some of the oldest people that you know. (Come on...everybody knows some folks that go way back.) Now...think of them back in their prime. OK...got the picture. Ok...great...Here goes the question...well, it is actually more of a poser. Go back in time with them to their prime...and just for one second...pretend you are the cashier at the local check-out grocery Food Mart...where they happen to frequent. Ok...now that this imaginative scenario is in place...I want you to imagine telling them that the lines are full...but if they would like...they are welcome to go over to the "Self Check Out" and ring up the Merchandise themselves...
What kind of answer did that person give you?
CommentsLoading...
advisor4qb: Thank you so much for stoppin' in to read this one. Gee...I would think that it would help to speak English at the drive thru...Go figure? I completely don't get that one? I've been to fast food places where you just wanted to tell the person at the booth...to just "pause"...take a break...you'd go get the order from everyone in the kitchen...it would be easier than explaining to them...Geez. We have come along ways in recent times in Customer Service...in my opinion...a long way BACKWARDS...! Oh well...we got another Century or two to figure out the best way to do business. Appreciate your comment..and hope your doing well, advisor...Humble Regards, Signed, Me
MSW - Gotta smile, neighbor! That really big chain of grocery stores, H-E-B (stands for its founder, Herman E. Butt)put one of their "Pantry" stores together in Bellaire, Texas. I spotted all of the activity on my way to the post office and went on inside. The place was really nice - small enough, but full of all sorts of attractive food displays, and so forth. I pushed my grocery cart around and filled it up pretty full, because the prices were all specially low that day. All sorts of activities were going on, with everyone in the place seeming to be having fun. One of the "bosses" hollered some stuff through a megaphone-thing, and folks rushed on over to one side. What a riot. I had never been in a store like that one before. Well, enough was enough. I headed for the checkout thing with my filled-up cart. There was no attendant at the register. I waited. Then I waited some more. Finally someone came over and asked me what I wanted. I told the lady that I wanted to pay for my groceries. She looked at me like I was some sort of crazy person. Along came the big boss. He told me that I could not buy anything - nothing was for sale. "And, how did you get in here, anyway?" Turns out that the place was open for the new staff for their "day before opening" party. I was the only customer. But they neither let me buy anything nor did they give me a biscuit for free. Talk about NO customer service!
Gus :-)))
GTR: Hilarious...Leave it to a redneck to give the ultimate example of lack of customer service. I'm laughing 'cause you just strolled right in like an average consumer just trying to knock out the ol' grocery item punch list...and they totally ignored you...! Papa H. E. Butts, Sr. would probably have turned over in his grave....if he knew...but hey they were celebrating!? Aren't you suppose to celebrate at the end of the Grand Opening Kick-off Final tally of sales??? I don't get that one? I thought you was going to tell me that you had to "Self Check Out"...that's why they looked at you crazy. But...this is much, much better...Ha! They were having a carnival...and you were just trying to shop...FUNNY! I am familiar with that H.E.B. in Bellaire...Name Dropping time...my Mom has her picture up on that HEB photo mural...'cause she used to teach at the Bellaire Elem. down the street! That's right buddy...I practically own "H"-town...Ha! Loving the inferences to Houston for a change...everything is always Chicago this...NYC that...Los Angeles did this. Hey...What about the fourth largest city in the U.S....Huh? We ain't all that bad....However...there are still a few rednecks around! Later, my friend...I always get a laugh out of your comments and your writings, Signed, MSW.
I remember service especially at gas stations, takes me back a ways. And get this, now customer service is going online instead of over the phone because it is cheaper and you don't have customer serv reps having to talk to irate customers.
Michael adams1959: And yet...another example of how the consumer is brushed off...by big companies...under the pretense that it is good for us...because going online is "cheaper". Yeah...great point. Thanks for adding that one...as well. Gee Michael...how far would you say customer service has slowly disappeared from the days when we can remember service at a gas station? It has kind'a almost gone backwards...in the opposite direction...If you ask me. Thanks for this great comment. Sincere regards, Signed, Me
MSW/MPM - If you "wander into" that Bellaire H-E-B Pantry Store, ask for "George" and tell him that GusTheRedneck told you all about that store's pre-opening staff party - the one where Gus tried to buy some stuff but no one would sell anything to him!
Gus ;-)
Will Do!
hehe, Most of all in the Philippines they put everything in front of you, and waiting to wipe everything while you eat hehe, Thanks for this Mr Hot, Maita
prettydarkhorse: Howdy Maita...(look who's talking :)!) Hope you are doing OK...? So...the Customer Service in the Phillipines is kind of in rush mode? Hope you enjoyed this little Hub on the way back days and present day look at Customer Service. Thank you for stoppin' in to read this one...Signed, Me
I used to be a Customer Service manager in several of the large Foley's stores in Houston (remember Foley's anyone?) and I prided myself on delivering a personal level of customer service to anyone - all day long. If you wanted to work in my department you had better be willing to go the extra mile.
I took those same values with me to the distribution center and became a champion of customer service in dealing with Big Ticket deliveries, made a lot of fans and friends out there. Then some other company bought ours and I was eventually laid off because my attention to detail put me at odds with the way they did things. At least I went out with my value system intact.
The bottom line is that CS takes time and the ability to give of yourself. I can hear all the younger gens laughing at that concept and all the older ones sighing, probably wondering if they'll need to dig their own holes in the ground when the time comes.
"You mean you were expecting US to dig the hole? What about all those grieving family members we duped into carrying your casket? Can't THEY dig you a hole? They know how to use a shovel, don't they?"
"You mean you've really never driven a hearse before?"
Seriously though, I never figured out how taking more employees off the salesfloor was ever supposed to increase sales. Isn't it an acknowledgement that times are bad and we're sinking fast? That should always be the last resort, not the first thing they think of. Yes, most retailers have made us unwitting employees these days. Thanks for calling them on it. Know anyone who's hiring?
rust: Thank you for your comment. Enjoyed hearing about customer service from your perspective. I remember Foley's (that was our go-to store for everything for many years). That is exactly the one that came to mind when I mentioned a salesperson would actually stay with you as you were rummaging around and help you find what you are looking for. Instead of hiding behind the counter and asking "Can I help you find something"...only because your supposed to ask...'cause the boss says so. I worked at Foley's as seasonal help (XOC) in college during inventory...helped put a few bucks in my pocket. Then, I went to work at Wal-mart full-time...after that. Man, what a difference!
Alot of what you say from having been on the front lines of Customer Service...is stuff that I feel like many Companies have thrown right out the window. Like...taking your time with a Customer. In this high volume sales world we live in...just to make profit...no one wants to take the time to make sure you are getting what you need so that you are satisfied with your purchase. That works against companies as well...maybe not to the same degree...but it does. Since, there is nothing really exceptional from one store to another...your more apt to leave the store your at quicker...with out someone pointing out all the options and merchandise available at that store. (And more or less...showing that-that particular store cares about your business). And...they have higher returns than if someone has walked them through on the best product for their needs. This may not be a huge factor in the overall factor for the "bottom-line"...in dollars and sense in the final total...but it is there!
Don't believe me...? Go look at the Return Counter for Wal-mart and Home Depot. Now, go look at the one for a smaller competitor that carries some similiar products...but has a friendlier, personable staff (or they wouldn't be in business long enough in competition against the larger superstores) Let's say an Ace Hardware Store...or the equivalent thereof. Who has the longer line of people at the Return Counter consistently...See? (of course...someone would argue the superstores do more volume in sales. Hence...the reason Customer service is out the window!)
Later, rust...I know that Customer Service Experience of yours is vital...to the "right" company. Hope you are working for that "right" company...or that you will be. Signed, Me
Mr.Walters,
Yes, Foley's was a well-run company once. Too many unfortunate mergers eroded the level of service it was able to maintain but most of the "old timers" who stayed still sought to do it right. The real, underlying reason for the shift away from customer service towards self-service and an aloof, unmotivated sales staff has much to do with the success of stores like Wal Mart as well as internet-based retailers who offer a shop-at-home experience most find favorable these days.
Rather than pour money into training and staff productivity-maximization the remaining mega-mall retailers are finding it far more beneficial to advertise sales and seasonal events. Media war expenditures are what are draining the troops from the front lines. I've known some of these bean-counting golden boy generals and many of them have never set foot on a sales floor. They simply don't get it.
Just think, you're talking about something we took for granted not that long ago on nostalgaic terms. That's how far we've fallen in such little time. As for me, I am seeking to avoid the retail trenches as I seek other employment. It really is an environment best served by those younger than me. I need my soul to help me sleep at night and retail doesn't let you see it except for a few weekends each summer.
Customer Service? What is that? It has been soooo long I hardly remember ....
Moneylady: I know...right? Now...if we were to get good customer service...we'd probably go into shock...or something. Thanks, my friend, for stoppin' in to read this one, ML...and for your comment. Signed, Me
Me, Steve Walters. Hi. Customer Service. I should know what that is. It did happen once, too many years ago to remember. Oh yes that went off the market along with good manners.
Although it would be nice to see it come back, but I wont hold my breath.
This is a great hub, Thanks for sharing it with us. :) :)
oliversmum: Please excuse the delay in responding back to your comment. AAAHHH...Yes...Customer Service...What has becometh of you? Can you imagine some of the behaviors and attitudes we put up with daily from businesses...even after we are the customers...in the scenario? Yeah...I agree with you...I won't hold my breath for things to turn back araound...but...Oh boy...one of these days...some company is going to figure out they can put Customer Service back into the equation...and still make a profit...and everyone will beat a path down to their doorsteps! And, I will laugh at the ones who still try to make "cutbacks" in the staffing department to "save" us money!
This weekend while at a very big DIY (That's what they used to call themselves) hardware store warehouse that does a world of sales per hour (just watch the folks going to the register...every hour...on the hour...with big purchases)...I almost had a run-in with the dreaded "Self-Checkout Lane". Now...we had been in the store getting painting supplies and picking out a color for a room...plus the various other "knick-knicks" one needs...when you find yourself in one of these stores.
We rolled up to the check-out...and there wasn't one human being around (working for this company...that is...minus one: "The Self Check-Out Coach...read on for more details!). Now...after you have been shoppin' and thinkin' and trying to figure out what all ya' need...and been all over the whole store at least twice...the last thing you want to do...is "check-out" your own stuff! Even my wife...without a word from me...said..."Oh...No Way!" to the girl who works for this company but coaches everyone through the "Self-Check Out" rather than run a register. This was a real deal killer for the both of us...without us even saying a word to each other.
Now...many other pre-programmed customers were scanning their items...and doing exactly like that big company expected them to do...and they had a smile on their face while doing so. (How did we "consumers" ever get duped into "Self-Check Out"?). My wife and I looked at each other flabbergasted. Now we were supposed to go to work for this company to get our own items out'ta here?
I said out loud, "This is exactly what I wrote about in an article" to my wife...and low and behold...out of nowhere some lady that was hiding somewhere nearby popped-up and said "Here...I can ring you out."
Get ready folks...You heard it here first...at this currnet rate...THERE WILL BE NO MORE CASHIERS...if all of us continue to smile and check out our own merchandise. That's how that is going to go down...It is almost there...and it is a sad reflection of poor customer service...in anyone's book!
Thank you very much for your comment,oliversmum...and for reading this one about the "Good Ol' Days: Customer Service". Signed, Me, Steve Walters
Hi Steve,
Yes, I remember ALL of the good things you mentioned with regard to customer service that we all used to take for granted. We have done a 180 turn and my husband and I have finally gotten used to the idea of shopping at Costco and finding boxes to assemble some of our items so that they are not all loose in the basket on the way to the car. At the car, we then reassemble some in our cloth bags (trying to help the environment) in order to take them home. What a difference from the good old days!
BTW...I miss Foleys too!
Some youngsters will never have known the difference from the way things were to how they are today. They might find this hub informative. Maybe it will be one of those reading this that will bring back the good old days of customer service as it was. We can hope!
Peggy W: What did we do wrong to deserve this kind of treatment, Peggy? We were good little consumers and paid our money in earnest. Where did we go wrong?
I like your comment about...maybe the youngsters will see this Hub...and more or less...bring back the good ol' days of Customer Service. That would be great...and they would deff get my business for sure (as I honk and wave bye-bye to all the companies that thrive on our ability to perform services for ourselves)!
I have never been to a Costco...and judging from what you just described...I feel fortunate...on that account.
Reminder to self: Do not shop at Costco...no matter what the price is on things they advertise! You know the one that gets me...and this is based on my shopper evaluation of them. My wife drags me into a Ross...every now and then! Ok...in my honest assesment...even after working retail first hand in the past...I have never seen such chaos, and disorder of merchandise...But hey...they are cheaper than everyone else right? (I ask to any that read this comment)
Let the buyer beware...So Buyers out there...Be aware...be very aware!
Thanks for your great comment and input on this Hub, PW. Really appreciate it...and thanks for stopping by to read it...in the first place. Best Regards, Me, Steve Walters
(Foley's is no mas for us Houstonians...:(...What happened? It always had good folks ready to help ya'...behind the counter. That sure came in handy whenever you were running out of ideas for Christmas presents!)
Such a great hub. I was a Customer Service Manager for quite awhile before heading into the legal field. And I can say I hated the way other Customer Service people treat their customers.....its gone down hill since the good ole days thats for sure. I wish I could have seen it back then...but I wasn't even born yet!
Pachuuca213: Ya' know...it's kind'a weird when you start to realize just how much transformation has taken place over the long haul. A little "Self-Service" at the fast food place...getting your own drink...a little "Self-Check Out" here and there to avoid the lines...and before I know it...I'm asking myself...whatever happened to the Good 'Ol Days when folks actually got Customer Service included in the transaction? If you were able to go back in time...you wouldn't even believe the amount of change...or then maybe I'm just exaggerating...like folks always do about the Good 'Ol Days...Ha! But...one thing is for sure...today's standard of Customer Service...as you have witnessed first hand...Really S_cks! And that ain't no lie there...I tell ya'!
Thank you for stoppin' by and reading this one. I have a few more I'm working on over at this Hub Profile...so please stay tuned. Appreciate your commenting here, Best of Success to you, Signed, Me
advisor4qb 23 months ago
Reminds me of going to the Burger King drive thru in KISSIMMEE FLORIDA on the way to Disney and the girl couldn't get my order right because she didn't speak English. That was interesting.