Where do you go that you expect and accept poor service?
Rex Weaver raised the question at SWOM (Society for Word of Mouth):
“What product or service have you used that customer service didn’t matter?”
The responses were wide ranging from pay telephones (remember them?) to tax authorities. What is it about public services missing the point about service? Weaver asks whether the price should determine the service. Should you expect service at a fast food restaurant? Does scarcity make us subjugate ourselves to poor service?
Frankly, I’m not fond of self-service groceries. I don’t like hunting for the icon for the Braeburn apples that are on sale versus the Galas that are full price. At the other extreme, Sunset Foods is, to my experience, the ultimate pampering grocer. You’re greeted at the checkout. Your items are unloaded to the checkout counter for you. Everything is tidily bagged (you do use reusable bags, right?) Then, you are offered help to your car. Sunset Foods is two towns away so I don’t get there often but I really like it.
When service is discourteous, I tend to compensate my own behavior with exaggerated politeness. My only faint hope is that the service person somehow struggles beyond the complex “WTF!” thought that occupies so much of his or her mind.
As consumers, we expect little but basic courtesy and service from so many areas (and not even that much from some). It’s why those that consistently exceed expectations gain loyal customers and positive word-of-mouth.
If everyone were at least polite then it would be more difficult achieving differentiation based on service quality.
What about you? Where to you expect and accept poor service? What do you do when you are dissatisfied?