Tuesday, February 01, 2005
Culture? Habit? When will we get it?
It always amazes me that when we go into business entities to spend our hard earned money we accept less than adequate service in return. This is particularly true in the Caribbean. What is it about us that condones this mediocracy? We wait exceedingly realistic amount of time in a line to obtain a product or service that is available elsewhere, when we have complaints they remain unvoiced generally, we accept it.
We see a different picture when we visit North America. Our relatives and friends that take us places are for the most part intolerant of the things we accept as normal at home. They cuss and swear at the clerk for taking too long, or badgering them too much or......
We in the Caribbean are aspiring for 1st World status, but I will state that until our business people adapt 1st World attitudes in how we deliver service to our customers among other factors we will forever remain a laid back holiday destination. Nothing wrong with the holiday destination thing yuh nuh, but I do believe that our people deserve better than what is meeted out to us on a daily basis.
Prime example, I bought a modem about a week ago and it has been sitting on my desk at home for the entire time. I opened it from a sealed box on Sunday to install it and walla no CD software. I called the supplier yesterday and the first reaction is that I had misplaced it. I went to the company and the same comment. I looked at the woman an asked her if the part could not have been missing from the supplier. Her response was "not likely". I told her to look at the logic, customer buys a part calls to advise that something is missing. Now why would he want to get an extra software CD? It can't work with anything else, so he must have a genuine reason for calling. In circumstances like that the customer gets the benefit of the doubt.
We tend to look at people as basically dishonest even in situations where common logic dictates otherwise. She agreed with me and then admitted that it could have been missing from supplier to customer including someone on her own staff who may have removed one for some reason.
We need to refocus on the customer and not on profit. One disatisfied customer leads to many disillusioned persons who will never come into your store.
What unooo tink?
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11 comments:
Caribbean people shouldn't accept poor service, but those same Caribbean people are often givin' poor service in some other sector. Sunshine mentioned salary, which is always a strong point in every discussion ov J'can issues. Employees who aren't valued don't value their jobs--bizniz 101. Still, there ARE some good eggs in de mix. There was a clothing retail in Sovereign Centre that had AWEsome customer service, back in de 90s. Can't rememba which it was. (Sad, 'cause if they'd treated me badly, I'd prob'ly rememba every last detail about them after cussin' them 1,000 times!) How did they end up compensatin' you, Scratchie?
I work in an industry where service is key and I demand service wherever I go. It doesn't matter the company, big or small, I don't stand for mediocrity. I find it amazing that you go into a store to spend your money and you almost have to beg to get some assistance. Personally, if I'm in a store for 3 minutes, 5 minutes tops and no one comes to assist me, I leave. I don't have time to waste especially when I'm spending my money. The only industry I find that the service level is any where remotely resembling a 1st world country is in the tourist industry - hotels, gift shops, etc. and we can understand why.
You have sort of touched on a point that I will be posting by the end of this week. Look forward to your comments.
I agree Sunshine and Melody, education is a part as well as compensation but it has alot to do with culture. the "is so wi stay here" mentality. All I wanted was the CD, Mel so they gave it to me from another box. I guess another customer will be short one CD. If they are smart they will burn a copy and replace the missing one.
CoolDestiny, like you I am in customer service so I take those kind of things seriously. It's like pulling teeth though. I will certainly check your site and offer my usual 2 cents worth.
I hope you got your cd for the modem
Hey Scratchie(why u name Scratchie? enquiring minds want to know)Customer service is my pet peeve.It terrible in these parts and what I hate is when you lodge a complaint only to get attitude.Sometimes people act as if you stupid to even question them.
Yes JDid I got the CD. Abeni if you want to know give me an email address and I will send it one away.
Lol,kami_510@hotmail.com
Scratchie bouy...yuh ei see bad service till yuh come tuh latin America... Caracas especially...Dem inveted de term bad customer service. But I hear yuh bout de Caribbean, the thing is...people in the caribbean view custmer service should be only given to tourist and if yuh is a local, den too bad for you.
We often complain about such attitudes, but beit for a expat tuh come back home and complain..well yuh know it gine be cussin in yuh backside..but until our caribbean brothers and sisters realize that good customer service is a vital partof building a successful business, our caribbean countries will never qualify for 1st or 2nd world country status.
Scratchie, I wanna know why them call you that too... Just go here and email me with the info nuh?
Mad Bull
Posted 'bout Customer Service long time ago. I think in many places, the people have wised up and it has improved, in others....well. What people seem not to realize is when they dish out attitude to people who spending their money for service or goods, it only mek dem get brindle pon dem. Why the backside de ooman simply assume seh u lost de suppem? She damn rude.
Though I work in a hospital, patients are still considered 'clients' and I think I try to deliver reasonable ....take that back, good service to the patients despite my relatively low wages. But that is another issue, I know what my salary is and though it could be bigger, that gives me no right to dish out shoddy service. Might I add, that when people are ill, their personalities can be pretty labile and we often are on the receiving end of pretty misreable folk.....(won't even get into relatives). Anyway, I try to do my best.
Recently went into a place to purchase something for someone....girl at the counter bawls out to someone 'round back who assume is 'senior' to her....."Him fe get recepit?" Girl round back does not answer. Girl at desk...."Me gie it to him!" (Well, after all, the money was paid in full.) Aaah bwoy. BTW CD, I actually like to shop in peace. Not a lover of the places of business that as you push door so, someone is asking you if they can help....especially if is clothes me buying. But, I get your point. In a restuarant I don't want it to take 30 minutes for the waiter to take an order. Too much o me now. Dr. D.
When I tell people that I do training in customer service, amongst othe3r things, they tell me that I should be a lot of work. but unfortunately, many companies don't see the value that excellent customer servcie provides to their business.
But having said that, is not everywhere in foreign have good service. I have experienced poor service in the UK.
There are also many good examples of excellent service throughout the Caribbean. What it boils down to is how important the boss man views service....so what you see on the line level, is a reflection of the bossman. (then the bossman who dont pay no attention to proper training of employees, cuss di employees when a customer complains.)
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