We are no longer Kings, or perhaps “kings or queens” would be more politically correct. We have been dethroned; customers are no longer the most important part of the equation for business success.
I actually think we have been demoted to the position of scullery maids. If you know your old English, this basically means that we are now the lowest on the totem pole. I am not sure how, why or when our descent began but our new position seems to be pretty much entrenched. Perhaps, we were the only ones unaware of our demotion.
I was fairly confident in my assumption that because I was spending my hard-earned money in an environment which still offers a variety of choices for most services I was deserving of a modicum of respect. However, you know what they say about people who make assumptions and, woe’s me, I was making quite a few. One of the most publicly embarrassing things that can happen to anyone is to be walking around thinking that you are something that you are not and everyone else knows the truth except you.
The young lady whom I tried to buy popcorn from knew the truth, so when I asked how much it was and she turned away from me without replying to talk to her colleague while still bagging the popcorn, she knew that I was out of place to ask why she bagged the popcorn before she had replied to me. Her response of: “Wait, you want the popcorn or not? ’Cause it done bag” would only be befitting of a lowly servant begging a favour.
The runaround
Similarly, when I attempted to attend a show, arriving 20 minutes before the slated start to find all the seats gone and an hour later was still standing despite the promise of the organisers to provide chairs, they were very right to give me the runaround when I requested a refund and the promoter within his right to hide out in an office. After all, who was I and the other small number of persons demanding a refund?
Who knows? I perhaps begged for the tickets or found them on the side of the road. I clearly could not be a patron with a legitimate ticket and with a legitimate demand because the service I paid for could not be provided under the expected conditions.
The young lady who served me while I was collecting a cheque also knew about my demotion. She did not respond to my “Good morning!” and carried out the whole transaction without looking at me and with her ear glued to a cellphone discussing her weekend plans. Clearly, she had every right – there I go begging a favour again and disturbing her from her main purpose of coming to work that morning.
All of this is perhaps not new. Bad customer service is something we bemoan all the time. However, there is a new trend that I am sensing which makes me believe that this new lowly status given to customers is becoming more entrenched.
Need to be careful
Previously, as a customer you had the option to voice your displeasure and declare the intent to take your business elsewhere. Now you need to be careful. First of all, the person is more than likely to tell you to take your business elsewhere and stop confusing them. Secondly, other customers will offer no support and are more than likely to treat you as a nuisance.
Thirdly, resorting to management is often fruitless as the behaviour displayed by staff is mirrored by management. Don’t get me wrong. All is not lost. I nearly dropped out of my chair when I called a Government office and the telephone operator was actually pleasant and helpful.
I have come to the position though that I have been complicit in my own demotion. Once upon time, I would demand good service regardless of whom I offended. Nowadays, I have become a business place’s best type of customer. I never complain; I just want to get my service and get out. I believe that this attitude has contributed to the fact that some businesses no longer feel they have to invest in customer service training and managers no longer enforcing the “customer is king” code.
Well, I am publicly declaring: no more! I refuse to accept my demotion, so popcorn-sellers, cheque-givers and cowardly promoters, beware!
• Shantal Munro Knight is a development specialist and deputy coordinator at the Caribbean Policy Development Centre. Email [email protected]
