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Chapter Eighteen: Which of these businesses do you think will survive?

I'll warn you now... this is not going to be a pleasant article.

I try and give upbeat, positive tips and advice on improving your marketing and advertising.

This time I am going to rant... and review.

After being on some R&R with my family for a week and a half on the lakes in Montana, I have come to the conclusion that service SUCKS!

Nothing revolutionary...

...I was just surprised on how BAD this is getting.

Honestly, how often do you get "wowed" by customer service?

Never?

It is amazing to me how poorly customer service people treat their customers.

They could care less that YOU are the one paying their wages.

They could care less if you have a pleasant experience.

They could care less what you think of them.

They feel you owe them a tip – for nothing in return.

They feel you owe them pleasant treatment, while delivering the opposite back.

They feel they are entitled to a successful, happy life and not having to put anything in to it in return.

Why?

I have a number of theories, some of which won't be popular.

1) The younger generation (under 25) – those in most of the customer service jobs – are (in many cases) a bunch of spoiled kids. They have things too easy from home, and they expect the workforce to give them the same treatment.

We have raised an entire generation of whiney, over-ego- inflated, sense-of-entitlement-for-no-reason, "brats".

Told you this won't be popular.

(Not all of them are this way though, thankfully)

I have been reading articles about this and doing my research. Books have been written on the subject of the younger generation and how they think and act about their work.

Not good.

At all.

· They were pampered at home.

· They were never disciplined properly (the spankings I grew up with now get you a visit from social services).

· They were handed money for not having to do their chores.

· They get out of school and get VERY good paying jobs without having to prove themselves.

· They grew up without real supervision (dual income families) – and don't think they should have to be supervised in the workplace.

· They think customers suck

... And they are going to KILL your business.

(I am NOT saying they are ALL like this – but there IS a reason books and articles and training classes are now being offered on how to employ this generation)

2) My second theory is that businesses just don't care anymore.

· They try advertising – by copying their competitors. Didn't work for them, but I'm sure it will for me!

· They try different marketing techniques – again by copying the only people they know – their competitors.

· They hear all the junk in the media – economy, business failures, bankruptcy, interest rates, war... the list goes on and on.

· They don't associate with those who ARE doing well in business. They listen to the mumbling and groaning from those who are struggling... and (go figure) they end up in a similar situation.

· They get treated like crap everywhere they go – so that must be the way you do business in this day and age – right?

(Honestly, do you feel that the people you buy from on a regular basis actually appreciate the fact you are putting your money in their pockets? It is a rare day when I see people who do).

Like it or love it, my 2 thoughts on this above could be the demise of your business... or mine. If I don't appreciate those who buy from me – I could be the one people complain

about.

If you don't – it will be your business.

Find ways to SHOW your appreciation.

1) Have your staff accountable to be NICE to the people who pay their paychecks (the customers). If you find them not caring or treating people right – FIRE THEM. You are the boss – it is your company – and you have full right to fire people who treat your customers poorly.

Best advice I heard on this – "Hire slow – fire fast". Take the time to get comfortable with the person and if they will fit it and do their job. If they don't do what they are supposed to – get rid of them!

2) Send thank you cards and emails to people

3) Surprise them with gifts or special discounts (for existing customers only)

4) If your company DOES mess up – give the customer a reason to come back again – a gift as an apology, a free meal at a restaurant in town – something (anything) will be noticed.

Customers are getting used to being treated like crap (sad) so be the one who treats them like gold.

They are the ones paying you and your staff, make sure they know that you appreciate them!