Customer Service: When Others Are Cutting Peanuts, Add Cashews: Part 1

It seems like such an exceedingly simple concept: Treat people with respect, integrity, fairness, and compassion, and they will respond with loyalty. Yet how many times have you dealt with organizations that were much more interested in their own welfare than yours?

I learned long ago as a business leader that one has to give in order to receive. The short-sighted, short-term-bottom-line focused cutting obsession so many of today’s corporate leaders possess is, plain and simple, bad for business.

What better time than the holidays to talk about giving, receiving, and customer service?

This will be the part one of two customer service-focused posts: Today’s, on bad customer service experiences (and I’ll invite you to share yours!) – and then a follow-up, on customer service done right.

My Own Bad Customer Experiences

My wife and I have a “service contract” with a heating company to do seasonal inspections and servicing of our furnace. They were supposed to complete the project four weeks prior to when they finally showed up to do so; in the meantime, one level of our house was freezing cold.

In time, we uncovered the problem: our contractor was busy collecting money for government-subsidized furnace upgrades before the subsidies ran out. So busily, apparently, that they couldn’t return even one of our many phone calls to their business inquiring about the delay to our service.

When we finally reached them, they scheduled an appointment at our home – but not for four more days! We received not even an apology, much less a credit to our bill.

This contractor will not get any of our future business, to say nothing of our loyalty.

One of the airlines I frequently use has done everything possible to cut expenses and as a result, antagonized their customers. It is not hard to imagine a budget cutter somewhere saying “cut out the food, cut out the peanuts, charge for the food and we will save millions of dollars each month!” And a big pat on the back goes to the budget cutter!

Airlines have huge fuel, labor, equipment, and facilities expenses. My guess is that one of those expenses could “hiccup” far more than the minor savings on customer service items. I seriously question any decision to reduce customer service. Outstanding customer service pays for itself.

Even though the benefits are “soft,” managers must understand that the organization is abundantly rewarded in customer loyalty. Plus… employees who are proud of their company are more likely to treat customers cheerfully.

As venerable retailer Marshall Field said, “The customer, right or wrong, is always right.”

Would you consider sharing some of your customer service experiences? I know there are stories out there! Feel free to add them in Comments.

Ethics in politics? Is It an oxymoron?

Ethics – some synonyms: decent, good, honest, just, moral, upright, virtuous.

The campaign that just concluded causes me to ponder how our “public servants” view ethics. Is the definition of ethics different for government officials and candidates for office? Is their behavior a model for the average citizen, as well as for our children? Are they “conventional,” going “with the tide” of their peers – or are they “unconventional,” working “against the tide” for that which is ethical and good?

One should not paint politicians with an overly broad brush. Many are honest and sincere about doing the right thing. But popular culture seems to have reached consensus about politicians, reflecting how we view them – a consensus that has actually been around quite a while, as illustrated by this Johnny Carson parody.

All joking aside: If our leaders aren’t worth following, then where does that leave us? Leaders in our society are looked up to and serve as ethical examples to all of us. But we’ve all let down our guard and allowed high ethical standards to slip away, including in politics.

All leaders (in all fields of endeavor) must be good ethical examples to our society. We cannot expect others to be ethical if leaders are not – and if they are not, then our societal standards will erode even further. We need to demand ethical behavior from our leaders now. If a leader is highly ethical, then his or her followers – constituents, team, employees – will be ethical as well.

Exemplary Ethics

Unconventional politicians have the courage to “go against the tide” and truly work for improvements to our country. They exist on both sides of the aisle.

But they’re endangered.

Rep. Bart Stupak of Michigan recently resigned with class after nine terms in Congress. Unfortunately, he walked away wondering what has happened to the politics he entered 18 years ago. “It’s so hateful now,” said Stupak. “My colleagues tell me, ‘You look smarter every day for leaving.’” He also said, “As much as people say they don’t like negative campaigning, it moves the numbers.”

Congratulations to him for resigning rather than compromising his values. However, if more politicians don’t have the courage to go against the grain – and aren’t supported by us; those they represent – then pretty soon, exemplary ethics will be entirely gone in politics.

Scratching Each Others’ Backs

Politicians receive campaign contributions from powerful organizations and individuals when making choices in the interests of those parties, or in anticipation of favorable policy. This has become common practice. Is this “hidden” bribery?  Though the word is never spoken, many believe this is bribery, albeit subtle and undetectable!

The “back-scratching” doesn’t stop there. During campaigns, candidates frequently promise reduced taxes for everyone – obviously an easy sell and subtle bribery.

Vote for me and I will give you something! It’s become acceptable, even expected, from candidates. On TV a former vice presidential candidate complimented a senator for all of the benefits he had brought back his state. Is this the politician’s job? Seems to me this is buying votes with benefits – potentially at the expense of the rest of the country.

We don’t call it bribery, but it’s a type of bribery in the eyes of many average citizens. And no matter what you call it, it’s undesirable behavior. We need leaders to rise above it.

Legal Isn’t Necessarily Ethical

Is it ethical when a “wink” signals an unwritten agreement? Is it OK to tell another, “I will deny I ever said that” when something is actually a deal? Is it ethical for candidates to promise ambitious objectives they don’t know are even possible? Is anything-to-get elected ethical? Is it ethical to “trade a vote” for benefits to the individual or constituents?

I think most people would say the answer to these questions is clearly “no.” But these things happen all the time – and we continue to allow them to. If our leaders don’t exemplify ethical behavior, then we will be on a downhill slide as a society. At the same time, if we don’t demand ethical behavior from our leaders, we will simply help push society down the hill.

Summary

Some think “squeaky clean” is nerdy or square – or impractical, unrealistic, or any number of other things. But ethical individuals choose to think it’s not only right, but also the least stressful, most rewarding path to success. It works—and it works well. It’s been my operating principle for 30 years.