Front Line Mixups: What's Really Happening Now?

Am I the only one who realizes customer service has suffered a tremendous hit?

I was talking with a friend the other day and she mentioned how customer service at her favorite eatery had gotten to be awful. She told of how it became her favorite spot because the people were always so friendly and knowledgeable. She went on to describe her latest experience.

Evidently, she was in the mood to try something new. That sounds exciting except the person who waited on her didn't know anything about the menu or the business's offerings. According to her, although he stated he had been on the job for a month, he still had not found his groove yet. He literally broke her good mood.

I encountered it myself the other day when dealing with a government business office. I was working against a fast-approaching deadline and had questions on how I could get the process accelerated so I could make my deadline. This was a pretty set deadline so I couldn't move it.

The person who helped me...or shall I say, who should have helped me, gave me every reason why I would not make my deadline. She even expressed I would need to use snail mail and wait for the information to come up in the queue to get resolved. It was Tuesday so having to mail something 200 miles away did not guarantee it would be processed by Friday. Rather than offer email as an option, she told me every reason why I would be unsuccessful in my quest. When I pushed the issue and asked her to check....whalla...I could go online and download the information I needed. Huh? Why didn't she know I could do this and give it as an option?

Had I took her at her word, my deadline was sure to be history before I received what I needed. Instead, I chose to keep going to a person who had the authority to give me a 'yes' and you know what? A "yes" is exactly what I eventually received! I never settle with a "no" from someone who doesn't have the authority to give me a "yes."

It's like the front-line guard has changed and we as consumers have lost our power of the purchase. When did consumers become less meaningful, less important in the art of the purchase?

My thinking is with all the power players leaving to go pursue their own dreams, no one stayed behind to train these new front line workers their responsibilities. The Great Resignation has left our Dollar stores in disorder. Our grocery shelves bare. And, our customer service experience at a new low. What is going on in the world??

My concern is if this level of service doesn't get rectified soon, the USA will slide even farther down the slope of common sense. Come back building relationships gurus. Come back courtesy and empathy. Come back positive customer experiences.

I would love to hear your feedback on what you are seeing in your area. My friend lives in Maryland. I'm in Tennessee. Tell me the other 49 states are not having this as a norm like we are experiencing. Your feedback will be music to my eyes and a melody to my ears.

Are you an interesting person? I'm booking Sundays in July and would love to have a conversation with you about your genius. Go here to schedule: https://Calendly.com/LSMBBusiness/45min.

Let's talk soon.

Much love, many blessings,

Linda