Customer Service,Where Art Thou? Wisconsin

If you're anything like me, you're frustrated by what seems to be a continuing lack of customer service today—especially by the most basic elements of customer service: common courtesy and sense.

In last year's survey of Electrical Contracting Products readers, there were many comments like these: "Customer service is spotty," and "Supply houses no longer have experienced inside sales that have knowledge or moxie to get around the block."

Are you like me and become annoyed when checking out of any store and the clerk doesn't acknowledge your presence? That you cannot even get a "Hi," and a "Thank you?" Why does it seem that too many people in all walks of life either cannot practice those common courtesies or perhaps are even oblivious to them? And, as this country increasingly becomes a service-oriented economy, I would consider that to be a major problem. If we are a service-oriented economy then customer service should be the most important aspect of those in the business, right?

More than likely, there are many reasons as to why customer service seems to be lacking. It seems as a community we are increasingly becoming isolated from one another; therefore, we often lack the ability to practice communication with others. Associations, community groups and churches continually lose members. In the past, these places have been keen opportunties for human interaction.

Perhaps some of the problem also could be that more kids grow up playing video games, rather than games like tag with the neighborhood kids. Do children even play tag these days? It just seems there is less community spirit as well all lead busy lives just taking care of the kids, working and just plain living our lives the best we can.

Then there is training. As a high school and college student, I worked at a neighborhood McDonalds and then moved "up" to an area grocery store chain. That was all the way back in the late 1970s and early 1980s. I do remember both places stressed training, had new workers work along side more experienced ones, etc. Customer service was part of the training. Learning the store and the product was part of the training too.

Now, to be a successful electrician, you need to know the technology. To be the best electrician or electrical contractor, customer service must be part of the equation. Industry associations and unions like the IBEW do teach customer service, but is it enough? And what about at the supply house, whether it's a national or local supply chains, or one of the "big box" stores like Home Depot? More than likely your encounters are spotty between good and bad customer service.

Of course, customer service goes both ways. Many of you commented on slow payments, meaning customers not paying you in a timely fashion for work you did. That, too, is a common courtesy: you do the work, you deserve to be compensated for it.

Like I said, much of customer service is pretty basic: common courtesies and common sense. Why does it seem so short in supply?