This topic seems never to be off-topic!!! I wrote about it already years ago, other LiP columnists do it also from time to time here.
Anyway, without further ado and on the spot I am always connected to the Big Boss after innumerable complaints and follow ups without success.
Two weeks ago I went to a very known pharmacy top get some important medical stuff subscribed by a doctor. After several explanations (and waiting ten minutes) I was informed, that the branch is not available this time. When? No answer. “But we will give you a ring, if it’s available”. My calling card let two staff member smile: “We know you from your LiP-blog”. Great. Thanks. The end of the story: no call after two weeks. Friday I called “the boss” first - and after a big bunch of sorries she told me, that the tablets are available.
Almost four weeks ago I went to “National Bookstore” and asked for some books, I wanted to buy. Of course, the books I was looking for, have been “out of stock”. But a nice lady (I guess it was the supervisor) promised me to order the books in Manila “and would give me an immediately ring, if the books are there”. :roll: Guess, what? Meanwhile I got my books direct from the author and by LBC and “for free”… .
These are two out of many more examples - happening almost every day here in Davao City
and I guess not only here.
Is a customer still a king? I am sorry to say, that many times I lost this feelings. Many times we are not even the king’s lackeys anymore.
“After sales service” of “friendly and polite (customer) services seem to become foreign words. The clientele and even regular customers disappear more and more while expecting a supposedly better service from the competitors. Competition is good and important, but the customer seldom remains as king (or queen - sorry ladies!).
If a reception/telephone operator of a well-known hotel here in Davao City doesn’t use her training, experience or even common sense on how to approach a caller/a customer, she is out of place. The telephone switchboard of every company is its calling card and sign. I could really get mad, if I still only hear “Hallo” - and I must ask first, if this is the ???-Hotel or which company ever.
If a secretary insists steadfast on her opinion that I should send my fax tomorrow, because she cannot load the fax machine with a new paper roll - okay Miss, don’t be surprised if your boss will know about it today. It’s Monday, and when we got the discussion was it Friday 4.55 pm. Guess what… :roll: :roll:
If the sales staff of a big shopping mall act like an incompetent dope or sleepyhead - okay guys, why should I buy something here. Do you think, your boss is always happy to hear about my complaints?
If I decide to have lunch or dinner in a gourmet or connoisseur establishment as well as in a middle class restaurant, I do expect a professional service and customer friendliness. How comes that the wine bottle has been opened in the restaurant’s kitchen??? And then, when I would like to pay, am I not in the mood to wait the moment the waiter might be finish muttering and messing about with his colleagues.
We are all servants to each other in our daily life. Service is a work done for and benefit conferred on another. Service is an act of kindness as I experienced it also here in the Philippines
long time ago. Serviceable people are useful, helpful, convenient, in fair working order and fundamental in a healthy economy… :roll: