Epic Fail

Let me start by saying, I have held a job since I was 16 years old. I quickly was trained the value of giving great customer service. Whether by chance or by knowledge, each position I had required a high level of customer service be given. One of my employers even went so far as to tell me, "treat the customer like they're stupid. You have to give them all the answers." While I may not like how that sounded, there is some truth to this. 


I now live in an area that is really laid back in its attitude. Lots of island thinking here, leaving customer service by the wayside. Being in 'Rome', I just chalk it up to that's how it is, but my business will never be run that way. 


But, where did we, as paying customers, give up the control? When did it become okay to put the bottom line above the customer experience? 


Look at the airline industry. As a whole, no genuine customer service exists, above marketing efforts and bad press. I called one to ask a question and after 15 minutes on hold, was told (via recording) that they were "experiencing a higher than normal call volume" and the call was disconnected. 


Okay, I'm a big girl, I can deal with rudeness. So, I sent an email. After all, my question was not urgent. Thankfully. I sent it March 23, and finally got a response May 29. And the response I received? "We are experiencing a high volume of email", followed by a step-by-step guide to joining their mileage club. No response to the actual question I asked. I responded (thinking to no one in particular), that this did not answer my question, but thank you. One week later I received an email with a partial answer, again, urging me to join their mileage club. 


Since moving here to Puerto Rico, 99% of our USPS problems have occurred in California. When we tried to change our address from Fairfield to Caguas, the CA Postman carried the request around in his pocket for over a week, all the while delivering the mail and leaving packages on the doorstep of an obviously vacant house. It took 3 phone calls and two arguments with another postal worker to finally see the problem was on their side. 


I recently sent a package via USPS to my family in Northern California. $50 for Priority Mail. I mailed it in April and it has yet to arrive. Unfortunately, there's nothing I can do. I did not pay for a tracking number or insurance. 


But, I ask, should I have to? 


I paid for the service of getting a package from Point A to Point B. Why should I have to pay EXTRA to guarantee they do the job? It's not like I gave them money to perform a service and possibly deliver a package. The payment was specifically for that service. 


Why is it I can hear Dee Schneider in my head, singing "We're Not Gonna Take It!"?  


For as many negative, funny stories I can tell, I obviously have good ones as well. All I can say is that these things reinforce to me that I will not run my business this way. I will stand by my work, treat people as people and deliver what I promise. 


And THAT is how a business should be run.