It's Not The Economy, Stupid

[Bruzilla]

I keep hearing about how our current economy is to blame for decreasing sales, closures, layoffs, and bankruptcies in lots of businesses, but based on reecent experience I suspect the problem lies elsewhere... like maybe an abject lack of customer service?

Last week, I was in desperate need of a pair of sail panels. I called and emailed the following "leading" parts sellers:

• Johnny Dee’s
• G & D Muscle Car Parts
• J & J Cars & Parts
• Stephens Performance
• Mopar City
• Wildcat Auto Salvage

Johnny Dee's told me they didn't have any, and J and J said he did have the panels but I would need to come get them. The rest of them took my info, promised a return call, and never returned my calls or sent an email.

If these guys are griping about business falling off due to "the economy", they're probably not even recognizing their business is falling off because they're not taking care of business!

 

[tpodwdog]

i agree 100%. being a Master carpenter by trade i spend alot of time in Lowes. Just today i see a " do it yourself" key making machine. Knowing the manager for many years i start to give him (jokingly) a hard time asking..." what happened to personal customer service"? Normally you cant get anyone in that store to leave you alone. Now i gotta duplicate my own keys? This is a big reason the good 'ol U.S of A is going down the shitter. CAN I GET A WHOA BUNDY ?

 

[MarPar]

WHOOOOOOOOOOOOOOOOOOOOOOOOA BUNDY!!!!!!!! :ufo:

 

[Propwash]

Lazy........Too lazy, unorganized because they're too lazy to become organized and they don't care, mainly because all they care about is themselves and there's no such thing as accountabilty anymore. What the hell ever happened to work ethic? People waste all their time complaining about the consequences of work, thus never reaping the benifits of it. It's pretty sad and frustrating. Sorry to hear of your luck Bruzilla, those folks obviously don't know the meaning of repetative customers or word of mouth.

 

[pabster]

I run a small family business... the reason we're still around after 35 years? Stellar customer service. I don't even worry about the national companies in my industry, because they treat their employees and their customers like garbage, all in the name of staying competitive/pleasing their stockholders. So I can't bitch too much about crappy service... if more companies were run like mine it would be much harder to compete against them.

 

[Budnicks]

You are 100% correct about lousy customer service with some of these specialty companies, especially the Mopar specialists it seem... BUT Unfortunately the economy is still a big problem with many people, at least were I live & work, there is like 14%-18% on food stamps & 12%-14% unemployment Probably more in reality, I see it in my business, I'm a Golf Pro & do Golf Equipment Sales, Repairs, Golf Lessons etc. amongst other things, I don't get too many customers of any kind, any longer & I have always went way beyond the norm to take care of any of my customers, their disposable income has been severely cut in the past few years, especially the seniors on a fixed income who were my best customers until lately, now it's more the richer yuppie types, that have the disposable income to spend & they seem to be way more frugal/cheapscates too boot... I am not trying to make this a political post please don't make it one because of my responce.....

 

[dave5237]

Lazy........Too lazy, unorganized because they're too lazy to become organized and they don't care, mainly because all they care about is themselves and there's no such thing as accountabilty anymore. What the hell ever happened to work ethic? People waste all their time complaining about the consequences of work, thus never reaping the benifits of it. It's pretty sad and frustrating. Sorry to hear of your luck Bruzilla, those folks obviously don't know the meaning of repetative customers or word of mouth.

It is all about the ALL MIGHTY DOLLAR. Good companies with good service are getting harder and harder to find. When I bought my seat covers from a replicable place. I watched the sales rep googaling over the phone talking to his girl right in front of me. When I started to walk away he put her on hold and said can I help you. After telling him I had a couple grand burning a hole in my pocket. I could not get him off my a$$ and I think he hung up on his woman. I reamed him a little bit before placing my order. That is sad, but I wanted the quality parts they sell.

 

[NHCharger]

Bruzilla- Try Autobody Specialties in CT. I've got sheetmetal from them for two Chargers and misc. other vehicles. Great customer service.

 

[ga66mopar]

I agree good customer service is hard to find these day.

 

[Sixpack70]

Customer service is gone because business and banking has become all about totally maximizing and squeezing every bit of profit from the business due to irrational and unrealistic company growth. If investors are not seeing huge returns on investment, they jump ship. Steady growth over time looking for the future has taken a back seat to instant profit gratification. Then with banking bailouts we reinforce this bad behavior by taking the risk away from poor business decisions. Have the banks changed the way they do business? Not one bit.

Due to this mentality it means poorly trained employees who are paid peanuts, few raises, benefits and perks which leads to unmotivated, uncaring employees. The problem is, there are few alternatives because the big chains have pushed out the mom and pop small businesses. These big companies stay in business with crappy service as they are the only game in town.

Wow, where did this big soap box come from?

 

[70rr-brian]

Customer service is gone because business and banking has become all about totally maximizing and squeezing every bit of profit from the business due to irrational and unrealistic company growth. If investors are not seeing huge returns on investment, they jump ship. Steady growth over time looking for the future has taken a back seat to instant profit gratification. Then with banking bailouts we reinforce this bad behavior by taking the risk away from poor business decisions. Have the banks changed the way they do business? Not one bit.

Due to this mentality it means poorly trained employees who are paid peanuts, few raises, benefits and perks which leads to unmotivated, uncaring employees. The problem is, there are few alternatives because the big chains have pushed out the mom and pop small businesses. These big companies stay in business with crappy service as they are the only game in town.

Wow, where did this big soap box come from?

Couldn't have said it better myself....I will add though...once companys start down the slippery slope of "maximizing profits" to be attractive to investors there is no end to the lengths they will go. Move manufacturing out of the country for cheaper labor, (even services companys are doing this....Find a technology company where you call tech support and don't get an Indian sitting on a dirt floor hut to answer the call) inferior materials used, QA depts cut, unquailifed or skeletal staffs that are forward facing, etc, etc, etc...

This isn't the "future". If you have been paying attention it has been happening for YEARS.

When you talk about free trade....the only peoples who stand to lose are Americans...since we had the highest standard of living. We must be drug down to meet the average standard of living for the rest of the world. This "bad economy" is not going to get better. It is the natural progression of correction occuring and it will NOT get any better any time soon.

 

[Dennis H]

Agreed on the accountability. I do everything I can to help customers on my job. That's why we do what we do - to serve the customers. My favorite vendor is Summit racing. Two days and it's on the porch. Recent "out of stock back order? MSD Rotor. Three days and it is on the porch. Undamaged. And, it is the right part.

 

[YY1]

Yea, I'm actually trying to give money to a large refuse company.
I need a dumpster account changed into my name, so I can start paying the bill.

I called the number, and was told the salesman would call me.

He called at 11:30, while I was eating lunch.
I put down my sandwich (which got cold), and I explained that I wanted to know what plan and schedule was currently in use, what pickup schedules were available, and what size dumpsters (including costs), and he said he would get back to me.

He called back, but I missed the call.

He didn't leave a message, and never called back again.

I've called the corporate number twice, and even got his cell number and left a message.

It's now been two weeks.

I just want to start paying them....

You would think the salesman would be all over easy money like that.

 

[Northwest]

I totally know that experience YY1. I am self-employed and run my business like a business. I am generally in the office regular business hours - answer the phone and return messages. Can't tell you how often I wanted to give money to other local businesses - small businesses - and most of the time they don't answer the phone, don't return my messages, and when they are there - it seems that I am interupting them.

I generally have to contract with larger companies becuase I know that they will get back to me and actually run their business like a business.

 

[Bruzilla]

You are 100% correct about lousy customer service with some of these specialty companies, especially the Mopar specialists it seem... BUT Unfortunately the economy is still a big problem with many people, at least were I live & work, there is like 14%-18% on food stamps & 12%-14% unemployment Probably more in reality, I see it in my business, I'm a Golf Pro & do Golf Equipment Sales, Repairs, Golf Lessons etc. amongst other things, I don't get too many customers of any kind, any longer & I have always went way beyond the norm to take care of any of my customers, their disposable income has been severely cut in the past few years, especially the seniors on a fixed income who were my best customers until lately, now it's more the richer yuppie types, that have the disposable income to spend & they seem to be way more frugal/cheapscates too boot... I am not trying to make this a political post please don't make it one because of my responce.....

But, you would think that at times like these, when there's not a lot of dollars floating around, that when you hear from a ready customer with cash to spend, you don't let him/her go until you've got a sale.

 

[bigmanjbmopar]

But, you would think that at times like these, when there's not a lot of dollars floating around, that when you hear from a ready customer with cash to spend, you don't let him/her go until you've got a sale.

You would think so, especially a smaller business were every penny counts every month.

As far as the disposable income comment - remember there are people out there that have so much money that they are truly oblivious to what is going on in the middle class. I personally have family and friends with so much that when I bring up the price of gas or other cost of living in a conversation they look at me like I am speaking Greek lol they really do not understand that those who are just making enough to get by are feeling the pinch very month.

What does that have to do with customer service? well I don't know but I got my 2 cents out lol
ccasion14:

 

[YY1]

I used to work for a woman who (at 45 years old) got stock dividends from a major airline employee purchase plan, was 1/3 owner in an apartment complex ($6,500 per month NET each), paid herself $45,000 a year to manage those apartments- three 4 hour days per week, owned at least two $250,000 seasonal rental homes, and was married to a PHD who designed airports and built housing developments.

She really didn't get it when I explained that the gas driving to her house (1.5 hours) to fix her sink, cost me more of a percentage of my salary ($10 per hour), than it did for her to drive the same distance.

 

[Budnicks]

Yes it's amazing how bad service can be

But, you would think that at times like these, when there's not a lot of dollars floating around, that when you hear from a ready customer with cash to spend, you don't let him/her go until you've got a sale.

Exactly I know when I get any type of call, if I don't answer it right away, they may go some were else, or go on-line shopping, so I make the extra effort to return every call as soon as possible or even try to answer every call when ever possible, that wouldn't be a problem lately... I even give cheap & even free seminars/clinics for couples, beginners, juniors & women golfers to try to stimulate my business & the golf business in general, people just aren't spending or coming even when it's free, I use to starting in late 1999 to around 3+ years ago now average 20-40 people at my seminars/clinics even at $20-$50 fee each & had to have multiple seminars/clinics to service all the customers... The typical retail customers over use of the Internet for saving money or shopping is the biggest driver of the lack of customer service it seems to me, there's no personal touch, you can't hardly speak to a real person, you have to talk to a stupid automated service, then wait an half an hour to actually talk to a Representative, send an e-mail or TeX message, & this is the norm now in many businesses, how can you run a business if you can't talk to your customer ??, know what they really need, be able to help them or guide them to buy the proper stuff, with your expertise in your given field... Everyone wants to save a buck were ever they can, including me too... This doesn't really pertain to the car parts end of stuff, were you almost have to buy On-line because stuff is spread all over the country & it's not cost effective to drive to the shops... On-line shopping has killed or will kill most of the small businesses, in this country, people are just too lazy to go out of their house, off the computer & go shopping instead of using the Internet, the local Mom & Pop shops are or will be dropping off right & left because they can't compete with big box outlets, that can buy by the truck or train load type larger businesses & the larger discount Internet/on-line suppliers that can slash there prices,because of buying in large volume, were the little Mom & Pop shops just can't compete, because of large use of automation by the big box discount outlets & On-line services... The young workers 16-20 year olds in the work force don't seem to take any pride in their work, at all either, they look at you like your wasting their time, they want you to just give me your damn money type thing or just a damn deer in the headlights blank stare & are clueless, but that's a all together different subject, they don't seem to get any decent training any longer, that may also contribute to the lack of decent customer service, the older experienced work force isn't being hired, because it's much cheaper to hire a young not wise to the world kid, to do the same job for less money... I will step down from my soap box now... Just my honest opinion

 

[Moparsmitty]

Customer service is gone because business and banking has become all about totally maximizing and squeezing every bit of profit from the business due to irrational and unrealistic company growth. If investors are not seeing huge returns on investment, they jump ship. Steady growth over time looking for the future has taken a back seat to instant profit gratification. Then with banking bailouts we reinforce this bad behavior by taking the risk away from poor business decisions. Have the banks changed the way they do business? Not one bit.

Due to this mentality it means poorly trained employees who are paid peanuts, few raises, benefits and perks which leads to unmotivated, uncaring employees. The problem is, there are few alternatives because the big chains have pushed out the mom and pop small businesses. These big companies stay in business with crappy service as they are the only game in town.

Wow, where did this big soap box come from?

You couldn't be more right on Sixpac. Businesses in this country used to spend time and money training their own employees. Back in the 60's I went to work for a major utility and they put me through 6 weeks of training before I ever saw a customer. Even then I was on a 6 month probationary period and a 5 year apprenticeship. Worked for them for 33 yrs. Now these outfits expect you to walk in the door, strap on the tools and do journeyman work. Then they are surprised when the work isn't up to snuff. They don't seem to get the simplest of concepts. Like you get what you pay for.

 

[Cranky]

I'm just glad I'm retired and don't have to mess with the morons that I had to deal with on nearly a daily basis......