The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful. A recent post by Michael Callahan makes a couple of important points about it.
Quoting a commentary from Jay Goltz in the New York Times, managers believe they can save X% by cutting back staff and reducing service. Guess what happens? Customers go someplace else…
But, here’s the rub: the organization’s leaders then blame the decline in sales on the economy or the competition. They never say, “We screwed up. We should have been investing in serving you more — instead of trying cut overhead by caring less about your repeat business.”
Another element, however, is simply put: lazy employees who don’t care.
One of they ways that Steve Jobs kept the best employees at Apple is that he wouldn’t tolerate those who weren’t “all in.” If you don’t terminate those who aren’t committed, you will eventually lose those who are.
Sure, I realize you have to compensate and treat them right. But, your best employees are tired of carrying the load for the slackers. Sooner or later, this discontent will either show up in their performance…or their absence.
Don’t believe it? Then consider Callahan’s question: “When’s the last time a business really put effort into making you happy?”
The proof is in the results…or, the conspicuous lack thereof.