In order for a company to render competent service, a company must take one or, both of the following actions: A) HIRE a competent person, which will require them to have already had SOME experience in a somewhat similar position previously... or, B) hire an inexperienced individual and, audaciously TRAIN them.
Either one of these actions will cost the organization a good deal more money than attempting to 'fly' with their only obvious alternative: hiring inexperienced personnel then, failing to train them adequately! However, the accounting department should able to notice a sizable return on investment over time (you'd think)!
One of the areas most neglected today is that of customer service. Particularly noticeable in retail but, largely evident within service industries, as well, - customer relations is fast becoming the "make it or, break it" of the American marketplace!
In fact, I've prepared a thumbnail sketch of several who have been known to "do it right", and a few who have not (and suffered for it).
The "Do-It-Rights":
* Starbucks' coffee houses (nationwide) - Good product (not-so-good price); success built mainly upon chic atmosphere and fast, consistent customer service.
* Publix Food stores (Florida) - Very good product selection, only moderate pricing; reliable, cheerful associates and customer-friendly return policy.
* Walgreens' Drugs (semi-national chain) - Limited product offering with only fair pricing; highly competent and friendly pharmacy, and photo-finishing associates.
* Best Buy electronics store (nationwide) - Good value on widely stocked name brands; extremely accessible floor associates with quite extensive product specific knowledge.
* Chik-fil-A fast food restaurants (national chain located primarily in malls) - Quality food at a good price; clean, pleasant, well-trained associates.
The "Do-It-Wrongs":
* K-Mart discount stores (nationwide) - Low prices on a variety of merchandise and brands; poorly trained management with a huge turnover, floor associates seeming to exhibit very low-energy and scant product knowledge with an apparent tendancy to "hide from customers".
* Rex electronics stores (recently closed regional chain) - Limited brands, high prices; a bevy of associates whom accosted you at the door and stalked you until you were able to make a hasty, low-profile exit, - unable to obtain ANY pertinent information WHATSOEVER regarding the product you were seriously seeking to purchase!
* Linens 'N Things (national chain now closed) - Bed, Bath & Beyond 'knock-off' minus the cleanliness, organization, customer service and cashiering competence! (I once received a ten dollar bill for change off a five! And, the girl NEVER once looked up! I gave it back, by the way.)
These horror stories are fast becoming the rule rather than the exception. Who can tell WHEN they will begin to recede? I, for one, choose to remain an ever confident consumer. Between the faltering work ethic of this generation - I apologize to those teens and young twenties who ARE constantly putting their best foot forward - and the current condition of the economy, the future of the shopaholic appears mighty bleak. Still, all is most probably not lost.
I just keep waiting for a check-out girl (or, guy) at my local Wal-Mart to bag my ice cream on top of my brassiere!