This Storm was absolutely Amazing - and in just about an hour, Leavitt Fall became a torrent. Nature is so Incredible!
On my recent travels to the Midwest...I had complete reaffirmation that society no longer has customer service skills, and that the idea of such a notion is foreign to so many Americans that it is customary to behave as though your customer is "bothering" you when they are invoked to perform their service.
CASE IN POINT - I worked for Budget Rent-A-Car many, many years ago as their bookkeeper, but worked relief for the CSMs at the counter for their breaks and vacations. Our Customer was our life-blood...and we were expected to treat them as such. On my trip to Dayton, Ohio this past week, we were shuttled from the airport to the off-location Dollar car rental agency to pick up my reserved and PREPAID car for the trip. On arrival, we were greeted by a gruff employee who walked past us, told us she would be with us in a "while" and left the room. No other CSMs were in the room at this time. When she returned, she asked the lady who had just walked in and stood next to us if she could help her, and she promptly helped the new lady. After a 15 minute wait (the new lady had some issues with her reservation), another CSM came out of the back room and asked how our day was, to which we replyed that we were fine, and he added that his day was at least getting better (really...did I need to know that? but being said, I'm glad it was getting better). The paperwork was taken care of without delay and we were handed a set of keys. Now, we were told, we were to walk to the back of the lot (in the 2 degree weather - and that's in Ferenheit), find the car by clicking the remote control and looking for the taillights to light up, and then we could exit the parking lot at the other end. So, we promptly picked up our luggage, trodded through the snow and ice to the back of the BACK 40, and located our car at the very farthest end of the parking lot...AND BLOCKED IN BY AN ENTIRE ROW OF CARS PARKED BEHIND IT, AND THE SNOW PLOW THAT HAD OBVIOUSLY NOT BEEN USED SINCE prior to the current snow of four days ago. So, my partner started the car and loaded the luggage while I trodded back through the snow and ice to the front desk to ask the CSMs to move the snow plow and at least one of the cars blocking us in so we could depart the lot...it is absolutely AMAZING to me that the response was a shrug of the shoulders, and a now very cross CSM almost stomping his feet and telling me I will have to wait while he finds a coat, hat and gloves because it is below freezing out there ---- ARE YOU KIDDING ME? AS IF I DIDN'T NOTICE?
What happened to the days of pulling the car up to the loading zone, warming it up so that the customer doesn't have to walk through the ice and cold to load the car, offering to help with luggage, and doing a routine inspection and quick orientation to the car? And all in a "thank you for being our customer" tone? Without the shoulder shrugs?
This is just one of many, oh so many, recent experiences I've had with CSMs (or rather the lack of CSMs). It's so sad that now when I run across a waitress, salesperson, telephone representative, or any other customer service person who provides merely ADEQUATE service, I am happy. And, on the EXTREMELY RARE occasion I come across a true Customer Service Provider, I have made it a point to tip extra, leave a special note, or compliment them to their manager because it is truly a unique experience.
So, after all my notations on our lack of customer service, I hope that one day we will be rethinking our attitudes and behaviors towards our customers - I know that will be my focus with my customers this year...Welcome to 2013!
Finally...2013 is here. Out with 2012 trials and tribulations. On to new adventures, new prospects, better choices and remembering to cherish all the good things a little more.