Big Business

I have been complaining about this issue for years to my wife, and anyone else who will listen, which usually isn't very many people, but now that I have the "blog outlet" I can vent all I like and if you choose to leave half way through I will never know the difference.

Big Business . . . I wish I could say with certainty that business is not like it used to be when you made your purchases from the locally owned store where you knew Jim or Beth who owned the place and knew that he or she would do their best to look after your needs at a fair price. Jim or Beth were likely the only supplier of what you needed, and logically could gouge you on the price, but Jim or Beth also realized your situation and knew you personally. Jim or Beth, as the owner, also would take pride in their business and run it with honour. At least this is how I picture the "good old days" and some of you may be able to tell some stories to correct me (and feel free to do so). At the very least this is my view on how businesses should operate; whether they ever have or will is beside the point.

All I know is that very few if any business operate this way now. In today's society we get to deal with Big Businesses who employ folks with little or no interest in anything except making some money. Unlike business owners, regular employees rarely care about the customer, or service, or the honour of doing a job well. And while I admit that it is difficult to feel personally committed to a grocery store, second-hand shop, or tree removal company (all jobs I have had and have tried to do my best work for) it is ultimately the customer who suffers from employees with no passion for the company they work for.

For example, today I was talking to the wonderful (I still have not found an acceptable manner of showing sarcasm on the internet--so by "wonderful" I do indeed mean not-so-helpful-contradicting-idiots. Sarcasm is all but lost when chatting online.) phone support workers for Dell Computers. I was trying to purchase a new computer but had some questions. I talked to three different individuals, three different times I called, and got three different answers. The first time I was gaining general information I could use to make a decision. The fellow was helpful enough and one valuable piece of info was that shipping takes about 15 business days but can be rushed if necessary--and for me it was necessary because in 10 business days I leave for vacation in Ontario. The second time I called was after I decided to make the purchase and I was wondering how to put a rush-delivery on my order because the website did not offer that option. At this time I was told that no such option existed and that I should wait until I got home to order the system OR better yet order a more expensive system that had a shorter delivery time. I hung up the phone astounded by such idiocy and annoyed that if I waited I would have to pay an extra $350 for the same computer as the coupon I had would be expired. After deciding upon a viable alternative I called back to ensure that I could ship the computer to my in-laws but still have the billing applied to my name. I talked with another representative and explained the situation and was told by her that the system I wanted to order would take only about 5 business days to reach my home and my viable option was not necessary. I explained what the others had said and she was adamant that I would have my new computer by the end of next week. This made me happy, and after getting her name and employee number, I ordered the computer. NOW WHY COULDN'T THE FIRST GUY HAVE TOLD ME THAT?!?

I know I am rambling now, but I have many other stories I could relate along the same lines (but I'll save them for another day) as I am sure you do (feel free to share some). I do want to say that while I blame individual employees for a lack of concern about providing me with good service I also recognize that often times it is a lack of training or care about them by the employer that leads to their poor service. THAT being said, I also have had experience with Big Business Owners/Managers who do care about their company and customers and are willing to help in any way they can.

All this leads me to believe that somehow there has been/needs to be a shift in thinking when it comes to businesses, their employees, and their customers. Employers need to do their best to ensure their employees represent the company's views on customer service and train them to be able to fulfill those expectations. Employees need to work for companies with which they can internalize those expectations and do their best to uphold the employer's standards. As customers we need to realize that employees are sometimes not to blame for all our complaints against a business. But as I mentioned in a previous post I have high expectations for perfection from others and businesses often take the brunt of my abuse. And now I have a brand new outlet to complain about them.