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The sayings, "Things are not like they used to be" or "It is not like the good old days," are often attributed to senior citizens who just don't understand today's modern world.
Well, I am a senior citizen, and I am here to testify that things are definitely not like they used to be in the good old days. Things have changed, and change is inevitable and not always pleasant. It has been said that the only person that truly enjoys change is a wet baby, and there is a lot to be said for that.
For someone who remembers party lines, being able to receive only one channel on your TV, test patterns and milk delivery men, the fact that you can carry a phone around that allows you to be in touch with anyone in the world instantly is a tremendous change for the good.
However not all the changes we see changing are good.
For example, let's talk about customer service. If you happen to be asking, "What is customer service?" that is exactly my point. While we accept some seemingly impossible things as normal, we also are being taught to not expect some things, which at one time were commonplace, like customer service.
At first I thought it was just me, but the more I talk to people, poor customer service or the total lack of it is happening more and more. Take, for example, last Sunday when my wife decided to simply eat out for a relaxing afternoon. We selected what we felt was a quality restaurant and ordered dinner. As the old joke goes, "We ordered steak, but we didn't realize they had to go out on the range to catch it first."
After what was an unusually long wait, our dinners finally arrived. They were not only cold, but the medium juicy steaks we ordered looked more like charred hockey pucks that had been left in the sun until every drop of taste had been extracted. While I was ready to toss in the napkin so to speak, pay the bill and walk out, food untouched, my wife thought we should say something.
After speaking politely to the waitress, who seemed genuinely concerned, the manager came to the table complete with ball cap, looking like we interrupted him from cutting the grass and said, "I understand you ain't satisfied."
Somehow I knew customer service in the immediate area was dead.
It's just not restaurants and eating out, it is everywhere and everything. My active project list in my home office is filled with phone numbers of contractors and repairmen I have called for specific jobs who never called back or did call back, made an appointment and never showed up. I have got a great suggestion for the contractors out there who want to earn more money: Show up.
Not only is customer service dying, it seems as if some businesses seem to expect the customer to accept it. Some time ago I received a promotional call from someone trying to get me to switch phone service from my present provider. They asked what I was paying and I told the representative that at that time I was paying $35 per month for unlimited calling service. "Well our plan is $40 per month, and I can switch you over today for no additional charge," she said.
"That's wonderful," I replied, "but that is more than I am paying now."
"I know," she replied sweetly, "but it is only $5 more." I let that sink in for a moment and then said, "You know, you are right. I never thought about it like that. After all, $5 is not that much money."
"Fine," she replied, "should I sign you up?"
"No," I said, "but if you want, you can start sending me $5 each month; after all it is not that much money."
She hung up and never called back. I'll bet I never get my $5 either.
John Kasun writes a column monthly for the Mirror from his home in Duncansville, where he wearily waits for a contractor to arrive.