Editor's Note Bad Service
My local library is only a few blocks from my house, an eight-minute walk. That's very convenient. The service I get there, though, that's another story.
The library seems to have been set up for the convenience of its staff. Most of the time librarians sit in a room behind the checkout desk. I can see them through a small window, their backs to me, eyes glued to computer screens. To get checked out, I either have to be patient and hope someone notices me, or break library protocol by shouting out "Excuse me!" I normally opt for restless finger drumming and throat clearing.
A few years ago, the library "upgraded" its checkout system so that books are now scanned and borrowers are given a single paper receipt listing the due date of all the books. More than once I have returned the book in which I had placed the receipt, and then had no idea when the others were due. This earned me several fines for overdue books.
I pointed out this problem to the librarians, after I had roused them from their slumbers in the back room, and suggested it would be more customer-friendly to supply separate due-date slips for each book. The two ladies frowned at me like I had suggested a book burning and argued that the new system didn't work that way. I would just have to deal with it, they sniffed.
The technology, not customer comfort, would dictate the process.
Not long ago my wife and I checked the Web site of a restaurant chain and viewed the menu of the local establishment. Based on this we made a reservation. But when we got there, to our dismay, the items we had been salivating over were not listed on the menu. The befuddled manager explained that someone at headquarters must have made the slip. Sorry. Now what can I get you?
We went elsewhere. The restaurant had used the latest technology to bring in business, but it had failed to deliver what it promised. It alienated its customers and risked losing future business from people we complained to. (And that could be a lot of people if the upset customer happened to be the editor of a magazine, who could easily name that restaurant, if he was feeling mean.)
I called my doctor's office the other day and was immediately put on hold. This is usually not so bad; I can do other things while waiting. But in this case a loud message kept repeating itself every 20 seconds, telling me the nurses were helping others and would be with me shortly. Over and over I heard this. It was very, very annoying. What's more, I realized that, since I was calling on my lunch break, the nurses were probably also at lunch, and instead of helping other callers, as I was being told they were (repeatedly!) they were really helping themselves to cheese steaks and would not be taking my call. After 20 minutes (that's 60 repeating messages) I hung up.
The upshot of all this? I'm considering switching doctors, I no longer eat at that restaurant and when I get library books...well, I generally still stand there and drum my fingers. But my point is, unless you want to lose business, don't do what these people did. Listen to your customers' suggestions, update your Web site and other marketing materials, and never keep your customers on hold listening to repeating messages.