Decline in customer service? LONG vent, am I just old-fashioned?

Maybe I'm an old stick in the mud, but the past few weeks I'm apalled by some businesses' employee actions. Sometimes I bite my tongue, but sometimes I just can't believe what people think is acceptable.
Am I alone? I try to patronize businesses that I like but sometimes you don't have a choice (DMV, of course). But what is going on that people think this is OK?

Examples:
Was in Sears Hardware and saw a salesperson unzip his pants and tuck his shirt in. Can't you do that in the men's room? Without customers seeing you?

Had to get interior lights fixed in a car. Called dealership to get it taken care of, service guy says it's no problem, it'll take 30min, come in at 1:30 to have the bulb replaced. I show up , with three DCs, at 1:30 (naptime, I should add). They have the car less than 10min and tell me they have to order the bulb. I'm sorry -- couldn't they have checked their inventory before I got there? I had an apptment!! And it's a common problem, they said??

Upholstery cleaner shows up at the house. Had an appointment for 8:30. Shows up at 815 and apologizes for being late. I'm confused but it's not a big deal. Guy rushes through the couch cleaning, then asks if he can use my fax machine. ??? I ask if he needs it for the service to be paid for (I have a contract with them and have never needed to fax anything for service) and the guy says, No, it's for my personal stuff. ???I tell him No and he asks again, "don't you have a fax machine here?" I get angry because I WAH and actually DO have a fax machine but it's not for him to use!!!

DH was in the ER last Dec and before we could pick up our parking valet ticket, we had to go to the bursar/cashier and pay our $75 copay. We paid it, DH threw out the receipt. We received our Exp of Benefits and it was on there, I submitted it to FSA and it was reimbursed. Last week, NINE months later, I got another bill for the same date of service for the same amount from the hospital. And it was in 2011 so thankfully I have my records in order but this is annoying. If I didn't have my records in order or forgot that it was already paid, the hospital would've made another $75 because I would've mistakenly paid it.

Dentist sends me a bill for DH's cleaning last month, we owe $64. In her book, insurance paid $6, she "wrote off" $60 and we owe the balance. Our plan pays for 100% of preventive care -- we don't even have a copay. She's charged us this before, I've spoken to her office manager about it, even faxed her a copy of our plan (which the office already has because they contract to our provicer). Now I get to do this again and take time from my day to fight for money that is already mine, right?

We got a red light ticket a few months back. I paid it by check ($50). I got another statement, but the fine was $25. I checked my bank statement and saw the check was cashed so I dumbly assumed DH had gotten another ticket so I was going to pay it online this time. The numbers on the citation and "report number" didn't match with anything in the records showing against our license plates, so I called them. The guy who answered ran both our license plate numbers and said there's no fine due at this time? I asked him to check again and maybe e-mail or print me something so I can be sure I'm fine (I'd hate to be driving with a suspended registration/license because of some guy not getting the numbers right, kwim?) He says there's no way to print it out and that maybe it wouldn't be a bad idea to send in the $25. EVEN THOUGH there's no record I owe $25????

This turned into a 10min vent -- I find it hard to believe I'm alone in this sentiment, though? Am i crazy to think these people are not thinking straight??

Decline in customer service? LONG vent, am I just old-fashioned?

wow.

I think its just people dont really care about anyone else anymore. Its no longer personal. They get crapped on so they get fed up and crap on others. Its a vicious cycle. Plus there's the quality vs pay issue. You can pay less for some punk with no class to just do a meaningless job and look past his crassness (sp?) vs paying high dollar for a friendly personable hard working individual.

Think about it. In the old days, I remember always seeing someone cleaning in a bank, wiping off surfaces, sweeping, watering plants, keeping the whole place very fancy dancy. Bet there was no dust ANYWHERE. But now that guy's gone. Our tellers chew gum and talk smack while I stand in line with my 4yr old wondering if they can't see me.

And it goes up the ladder, people no longer have long term dedication to jobs because we are underpaid and mistreated. then the lucky guy who gets management knows this. Overall turn over is crazy compared to 30yrs ago. so why bother to invest in an employee when they'll just move on. So managers have attitudes and even the good employees become jaded and cold. Those employees then in turn are less likely to 'care' about their level of service, etc.

Its just a nasty world now of ME, ME, ME, ME.


ETA: lets not let the customers off the hook either. Sometimes people can treat others like 'underlings' and you see customers berate, insult, harass and abuse service type people who just 'have to take it' because afterall 'the customer is always right'. So you nearly feel like those people are ALWAYS on the brink of bust.

I remember back when TWA was still running, I flew to St. Louis got delayed then cancelled to see my family. The whole flight had to line up for alternate service and nothing was left for the night. One by one people tore into the lady behind the counter like she was the one at fault. Like she owed them. And they knew how far they could go, insulting but not cussing, raised voice but not yelling, stern looks without threatening. It was hard to watch. Sure I was bummed but crap man, she didn't deserve that! So my turn I go up and wait. She finally looks up (since no one ever gave her a chance to finish her stuff, just started in on berating her). I asked "Are you ok? Would you like a cookie?" she just looked at me like "W. the F. you being sarcastic, you little twerp?" then it sunk in I meant it nicely and you could SEE her face dissolve in relief and embarassment. She laughed, I laughed and she took a deep breathe and you could see her shoulders relax. I felt bad before but I felt even worse when I realized how wound up they'd made her. Poor girl. She quickly got to work so those behind me wouldn't get mad but she spoke while facing down on her computer in low tones to me and we had a great little chat. She thanked me .. seriously "thank you for being nice" ha, who knew?

Oh and i got first class the next morning and a discount on my hotel LOL

Message edited 9/25/2012 11:11:38 AM.

Decline in customer service? LONG vent, am I just old-fashioned?

I see a work ethic that has gone downhill.
Called Emblem health for the third time for the same claim.
The claim states my surgery was not done by a specialist.
Every time I call, I ask, since when is a periodontist not a specialist.
Silence, then some other reason why the claim was denied.
Today I asked for a supervisor right of the bat. I am hoping this is the last time I call, but this one did tell me he made the correction to the claim and that $ was being sent out.

Today I called a company that billed me twice for the same shipment. The rep was very apologetic, put me on hold just to make sure the order was not entered twice and shipped twice.
Came back to tell me everything was in order and was apologetic again.

I'm nice, until a certain point then the bitchiness sets in, and that usually takes a really long time. When that happens, I follow up with a hard copy letter detailing everything that went on.

DH on the other hand, is nasty right from the start. I've told him a million times that I would hang up on him.

His belief is that the squeeky wheel gets the oil, while mine is you catch more flies with honey than with vinegar.
I usually catch more flies than he does.

Re: Decline in customer service? LONG vent, am I just old-fashioned?

its very overwhelming when things should go smoothly and it doesnt.

your stories remind me of somethng that happened 2 weeks ago.
i have to see a pain management dr for trigger point injections since being in a car accident a few months ago. I had an apt with the dr and he is the only one in the group who does them.
i made my apt a month in advanced and a week before they call up to tell me the dr is going away and i have to reschedual-for 3 weeks later. fine. i go see the dr and he wants to see me back i make another apt for a month later. the day before they call me and tell me the dr wants me to move my 1pm apt to the morning. i couldnt because i had no babysitter and i had another apt that morning. i asked will the dr be there tomorrow- they assure me -yes he def will. the next day 3 hours before my apt they tell me i have to come in at 11 or else the dr cant see me. just because the dr wanted to leave early that day. seriously?? no emergency. didnt even try to make up an excuse.
how do they do that to someone who needs help with pain.
i wont go back to him and now see someone else.

Re: Decline in customer service? LONG vent, am I just old-fashioned?

You aren't alone. Forget about not taking pride in your work, I find that people do put bare minimum effort into their work nowadays. Both at work and in my personal life, I have to review everything to make sure that it is done properly and 90% of the time it isn't done properly. I have to follow up with people a thousand times before something gets done. It is so frustrating and it honestly makes me less efficient in my own job because I can't rely on other people's work.

Message edited 9/25/2012 11:37:06 AM.

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Yea you're def not alone.. Once had a painter come work on the house. Asked if he could stay an extra 30 min to finish something up and I ok'd. Wanted to use the bathroom-and he took a FRIKKEN SHOWER! Really!?!? REALLY!?!?!

Re: Decline in customer service? LONG vent, am I just old-fashioned?

I feel like companies don’t care if they have your business or not. For instance, if you have a problem with a big company, do they really care if you leave or ‘boycott’ them? I feel like you can’t get help because they really don’t care if you leave them!

Re: Decline in customer service? LONG vent, am I just old-fashioned?

I have SO many vents like yours. I am amazed when there is great customer service that I tell EVERYBODY.

MEDELA - MUAH MUAH MUAH! LOve their service

HOnest.com - GREAT service! So nice and awesome and COMPETANT

Sally Hansen - lol yes, I called because the stretchy nail polish thingys (having a total brain fart as to what they are called) I bought were brittle and cracked. They sent one in the mail right away and they were actually PLEASANT to talk to. imagine that.

GRRR customer service is down the tubes as a whole though

Re: Decline in customer service? LONG vent, am I just old-fashioned?

While reading this, I really felt like I wrote it myself!

This happens to me with everything. And I mean EVERYTHING.

Customer service Stinks - Everywhere! All dept stores, every drs. office, forget credit cards and cablevision... Even down to nasty rude older women working in CVS.

Sorry yo had to deal with these annoying things but on the other hand, I'm glad to not be alone. I was starting to think it was me LOL

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Re: Decline in customer service? LONG vent, am I just old-fashioned?

A lot of places are understaffed right now as a way to cut corners.

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Flipped out!!!!! Not one of my finest moments, but who the heck does that?!! He said it was a Friday night and he was expecting to hang out with friends. OK!?!!?

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Re: Decline in customer service? LONG vent, am I just old-fashioned?

Posted by LoveMyHubby605

Posted by bdmom

Posted by Eunified

Yea you're def not alone.. Once had a painter come work on the house. Asked if he could stay an extra 30 min to finish something up and I ok'd. Wanted to use the bathroom-and he took a FRIKKEN SHOWER! Really!?!? REALLY!?!?!

That's the craziest thing I've heard!!! My goodness -- a naked stranger in your home that you are PAYING?! I'd have lost my mind!!

HOLY. CRAP. wow, that man had some monster cajones.





did you happen to see them?