Food For Thought
We may have reached the point where we have gone too far in our desire to make the customer always right. Customer service has become an ideology, breeding a sense of entitlement as troubling as the original customer indifference that which rise to the quality movement.
You witness the dark side of the customer at an airline departure gate every time an airplane is late. An angry mob of passengers, usually guys, leaning into the gate agent as if the agent had purposely grounded the plane or called in the bad weather.
Or at a golf course when tee times are running an hour late because a corporate group of non-golfers are playing too slowly and the house cant speed them up. An angry mob of golfers, usually guys, leaning into the starters table as if the starter had purposely slowed down play by telling everyone on the course to take their time.
We want good service, but something is also required of the customer. Something more than generic urgency or reading their rights.
A Tired Tale
Well, why didnt we wonder who that customer was and what in the world were they doing taking a tire back to the store where they didnt buy it? And where did they get the tire in the first place? Was it a Christmas present they simply took to the nearest merchandiser? And when they realized that Nordstroms did not sell tires, why didnt they apologize for the inconvenience and roll it down to Sears? As a side light, I wonder what department they took the tire tomens furnishings?
Dont we realize that giving the refund for that tire simply raised the purchase price for the next customer in line? Delighting the customer, a good thing, has had the side effect of becoming a breeding ground for license and entitlement, which is already epidemic in this culture.
Regulations of Our Own Creation
A change in government will occur when citizens decide to take responsibility for their own safety. Their own neighborhood. Their own community. And when do we start to take some responsibility for our relationship with our leaders?
Give Me a Break
What carnal appetite leads us to think we have a right to read the report to Congress and view the Grand Jury testimony? It is on TV day and night. One channel has shown nothing else for weeks except their speculation on the details of our undoing. The Grand Jury video was even promoted ahead of time like a summer movie release, telling us it would be shown at 9:05 a.m. on Monday. Not 9:00 or 9:07, but 9:05, dont miss it, glue yourself to the set and buy product during the intermissions.
We are told by the media that through freedom of information, we have a right to know. True, but it is really more about ratings than rights? What happened to the right of privacy? What is behind our willingness to enter the invasion of privacy room just because someone opened the door? Would the media flood us with the story if we werent watching?
There is something in our hunger for details and blood that expresses our need to destroy those people that we put in power. And this is as true in the workplace as it is with politicians. It is our appetite that is interesting and disturbing, not Clintons foolishness. Why do we celebrate his fall with our attentiveness? We project onto leaders the vulnerability that we can not carry ourselves. We give their failings and humanity a level of attention that if aimed at us, we would find unbearable. If we can send a bullet into the heart of their betrayal, perhaps the bullet wont find us.
Feasting On Our Leaders
Something similar is happening between the citizens of this country and our leaders, Clinton is now the main entree, I wonder what the specials will be tomorrow.