The Death of Customer Service

Hmmm, if you treat me like I am a dime-a-dozen,you can kiss my business goodbye.

Shoppers Drug Mart is the latest retainchain to drive a stake into the heart of customer service. By all appearancesthey have joined the ranks of the “as much profit as possible while providingas little service as possible” corporations.

I dropped into a Shoppers outlet thisweek to pick up a couple of items. When I got to the front of the store, I discoveredthere was only one full-service checkout and I could only use it if I was willingto pay in cash. If I wanted to pay by debit or credit card, I had no choice butto use one of the self-service kiosks.

The message this sends to me is: We wantyour business but only if we do not have to work hard to get it. We prefer notto interact with you in any way. Get what you want, self-serve yourself to payand get out. You are a transaction to us, not a customer.

I always harken back to a story told bya course instructor – I will call him Sam – a few years back when I encounter thistype of situation. Sam wanted to attach something to the front door of hishouse. He knew he needed a special type of drill bit to drill a hole in thedoor. But he did not know specifically what type of bit to purchase.

Sam went to a Big Box store andexplained to the teenage clerk what he needed. The clerk responded “That’s aisle10” and walked away. Sam found his way to aisle 10 where there were severalrows of drill bits. But he had no idea which one to buy.

Sam left the Big Box store and drove tothe local hardware store. He explained to the friendly staff person – I will callhim Joe – what he needed to do. Joe walked him to proper aisle and gave him theexact drill bit needed for the purpose.

Sam’s takeaway: Joe knew that it was notthe drill bit I needed. I needed the hole in the door. Joe gave me the hole inthe door.

I have no doubt that the “Serve yourselfand get out” model – aka The Death of Customer Service – will continue toprevail in the big chain stores. They see us as a dime-a-dozen. Facelessnobodies with disposable income to be pried loose.

The big chain store’s vision is theautomated store with no staff needed. Technology replaces customer service asit is much more cost efficient. No staff equals bigger profits. Patrons must beconditioned to interact with technology rather than with people.

I, however, whenever possible willpatronize the local, owner-operated store where I am treated as a customer. Niceto see you. Yes, I can help you with that. Is there anything else you need? Thanksso much and have a nice day. I am willing to pay a little extra for servicewith a smile rather than be processed as a dime-a-dozen nobody.

~  NowAvailable Online from Amazon, Chapters Indigo or Barnes & Noble: HuntingMuskie, Rites of Passage – Stories by Michael Robert Dyet

~ Michael Robert Dyet is also the author of Untilthe Deep Water Stills – An Internet-enhanced Novel which was a double winner inthe Reader Views Literary Awards 2009. Visit Michael’s website at www.mdyetmetaphor.com .

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