The Service Industry in America - Page 2

Cicero · 06-12-2008, 09:24 PM

They always seem to be right (up my a@#). Location found, and you don't want to go there.

Cicero · 06-12-2008, 09:35 PM

lol! Nah, I can spell subtlety. But it does eerily remind me of me in other ways. I guess it's because I thought it was a male writer at first and couldn't tell it was a woman. Must be all that "vitriol". Uuugh.
lol!

And all my rants about how buying a cup of coffee is not a heavy damned negotiation and/or transaction.

kerosene · 06-12-2008, 09:49 PM

Ah, her writing style just reminded me a lot of you. Sort of eloquently biting, at times? She is definitely more surly, though. Eh, well. It was meant as a compliment.

Cicero · 06-12-2008, 10:02 PM

Yea. Like I said, that does remind me of me too, so you couldn't be that far off!

And I will take any compliment you would like to hand out. Thanks! (running)

freshnesschronic · 06-13-2008, 03:01 AM

Hmmmmm intriguing!

As a service industry worker for 5 years, I'd have to say...international service is 10x better than anything i've experienced in the States. Recently, I was just on that Cozumel cruise and the crew service staff was mostly international, from Europe, Asia and Latin America and I have to say it was VASTLY superior to any sort of service I've received in the states.

But I guess that's not the service industry in America...shit.

TheMercenary · 06-13-2008, 05:24 AM

Quote:

Originally Posted by freshnesschronic

Hmmmmm intriguing!

As a service industry worker for 5 years, I'd have to say...international service is 10x better than anything i've experienced in the States. Recently, I was just on that Cozumel cruise and the crew service staff was mostly international, from Europe, Asia and Latin America and I have to say it was VASTLY superior to any sort of service I've received in the states.

But I guess that's not the service industry in America...shit.

Well there is good and bad everywhere you go. I did not feel that service was any better in the UK than in the US and we are expected to tip in the US. But if you eat in a 4 or 5 star rated place in any country the service is most likely to be much better. That has been my experience. Pay the workers better, the bill is higher, the tips are bigger as a percentage of the bill, the service is usually better.

classicman · 06-13-2008, 09:03 AM

I, gulp, agree with Flint.

Flint · 06-13-2008, 09:10 AM

You tell me, SG. Tell me what I did "wrong" here:

I register at Target for our baby shower, and somebody buys me a rainforest jumperoo off my Target registry. Later, after we go into labor, have the baby, come home from the hospital, recover, and eventually unpack our baby shower gifts and start setting them up, we discover that our "new" rainforest jumperoo has VOMIT STAINS ALL OVER IT. This item was purchased by my mother-in-law, and I guarantee that she did not VOMIT ALL OVER IT before giving it to our baby.

So, we box it back up, pack the toddler and the new-born baby into the car and all head down to Target to exchange our "new" rainforest jumperoo for one that doesn't have VOMIT STAINS ALL OVER IT. We even log on to our gift registry and print a copy that show that this item was purchased at this store.

We arrive at the service desk with our item, our proof of purchase, and explain the situation. It is confirmed that the item had been PREVIOUSLY RETURNED to the store and put back on the shelf. It was re-packaged before it purchased as "new" -- this is the store's fault for not checking the item, NOT THE CUSTOMER'S FAULT FOR ASSUMING THAT A "NEW" ITEM WILL NOT BE COVERED IN VOMIT STAINS.

What was our "unreasonable" request? Simply to exchange this item, directly, for another identical item from the shelf. Not a used, re-packaged item, but a NEW non VOMIT-STAINED item.

The answer: IMMEDIATE AND TOTAL STONEWALL. ABSOLUTE REFUSAL TO REMEDY THE SITUATION.

The reason: Nobody denies wrongdoing on the store's behalf, nobody denies that the item was purchased here (we have proof), nobody denies that the item was re-shelved with VOMIT STAINS on it. The reason that our situation can't be remedied is "Corporate Policy" regarding returns.

Neither of the service desk girls can do anything, but they won't get their manager until we throw a fit. The service desk manager can't do anything, but she won't get the store manager until we throw a fit. Ths store manager can't do anything, but he won't call corporate until we throw a fit. The corporate heldesk can't do anything, but they won't get their manager until we throw a fit. The corporate helpdesk manager won't do anything until we throw ONE final fit, and then, AS IF BY MAGIC, she can IMMEDIATELY and EASILY remedy the situation.

I packed my whole family in the car with this big, bulky, defective item, and came down here simply wanting an exchange. Nobody denies that the store is at fault, but nobody can do anything about it. Well, I'M NOT LEAVING UNTIL THIS GETS REMEDIED. PERIOD. YOU ARE AT FAULT AND I DON'T CARE WHAT YOUR INTERNAL POLICIES ARE; THAT'S NOT MY PROBLEM. THAT'S YOUR PROBLEM. THE ONLY THING YOU NEED TO DO IS FIX THIS SITUATION, BECAUSE I'M NOT LEAVING. I WILL STAY HERE ALL DAY UNTIL YOU FIX THIS.

Now WHY oh WHY do I have to tell that to five different people for an hour-and-a-half before ANYTHING GETS DONE ABOUT IT?

The short answer is, I don't give a shit! Because I'M NOT LEAVING THIS STORE UNTIL THIS GETS FIXED. FIX IT NOW OR FIX IT AN HOUR FROM NOW, I WILL BE HERE THROWING A FIT UNTIL IT GETS FIXED. I DON'T WANT TO HEAR THAT YOU CAN'T DO ANYTHING ABOUT IT. I DON'T CARE WHAT YOUR POLICY IS. FIX IT.

And, guess what? IT WAS EASY TO FIX, AFTER ALL. It would have been a whole HELL of a lot easier to just go ahead and do it as soon as I showed up.

And that makes ME the asshole? THEY WILL NOT FIX THE PROBLEM UNTIL YOU REPEATEDLY REPEATEDLY REPEATEDLY DEMAND, LOUDLY, ANGRILY, AND WITHOUT BACKING DOWN THAT YOU! WILL! FIX! THIS!

THEY MAKE YOU DO IT. The only alternative is NOT having your problem fixed. Not acceptable.

HungLikeJesus · 06-13-2008, 09:22 AM

Quote:

Originally Posted by Flint

You tell me, SG. Tell me what I did "wrong" here:

I register at Target for our baby shower, ...

That's the problem.

monster · 06-13-2008, 07:14 PM

Quote:

Originally Posted by Flint

You tell me, SG. Tell me what I did "wrong" here:

I register at Target for our baby shower, .

Quote:

Originally Posted by HungLikeJesus

That's the problem.

What he said, but thinking you're picking out the wrong part -it's not the Target bit that's the mistake....

more from Violent Acres on this idea...

Flint · 06-13-2008, 09:25 AM

Yes, but it's not MY problem. I don't write shitty policy for Target. That's TARGET'S problem. They wanted it to become my problem, by refusing to remedy the situation, but guess what? That's right: I'm not leaving until you fix this. And they did. EVENTUALLY.

I didn't want to yell at people all day, but if they refuse to do anything, and yelling is the only thing that pushes the process along (and it was--they'll stand there and blankly stare you in the face waiting for you to walk away, they'll simply say they can't do anything, they'll give you an 800 number that you can't call until Monday, they won't DO ANYTHING), then yelling is what they get.

The system is designed to discourage 99% of people with a total stonewall. YELLING is what breaks down that wall.

Sundae · 06-13-2008, 09:30 AM

How long was it between purchase and return?
In this country it is understood that you have a "reasonable time" to examine goods after purchase. If they prove to be damaged/ faulty after that then any returns/ refunds are at the store's discretion.

I wouldn't be surprised if store policy reflected the law in that the service desk have a policy to follow which sets out the store's definition of a "reasonable time". I appreciate you might not have the same laws there.

Over here, the law is there to protect consumers and retailers both. After all if stores have to constantly swallow losses for damaged goods then it's customers who pay in the end.

sweetwater · 06-13-2008, 09:37 AM

If I get very, very calm then it is time to get very, very scared. I ask for not one, but two people to listen, and I write down both names, ask if that is enough identification or if I need to get their employee ID's, and ask them to verify the date and time that I presented my complaint to them. I am very polite but I have shark eyes on. I ask for written proof of any policies. As long as I am convinced I am right (and vomit covered 'new' gifts would make me believe so) then I'm there. Oh, and after the problem is resolved, I often write it to the Big Offic to thank the one who fixed it but suggest they revise their practices.

Flint · 06-13-2008, 09:43 AM

Quote:

Originally Posted by sweetwater

If I get very, very calm then it is time to get very, very scared. I ask for not one, but two people to listen, and I write down both names, ask if that is enough identification or if I need to get their employee ID's, and ask them to verify the date and time that I presented my complaint to them. I am very polite but I have shark eyes on. I ask for written proof of any policies. As long as I am convinced I am right (and vomit covered 'new' gifts would make me believe so) then I'm there. Oh, and after the problem is resolved, I often write it to the Big Offic to thank the one who fixed it but suggest they revise their practices.

Being calm didn't work. Taking names is of no interest to me because I don't want to "report" people, I just want my issue resolved. I don't care what your policies are because you ADMIT that you are at fault, and you WILL FIX THIS.

I don't go immediately into yelling; first I present the facts of the case, clearly. Having stated the facts, I give them an opportunity to do the right thing. If I have to, I make it absolutely clear what needs to be done. If I have to, I let them know that I will not settle for anything less than WHAT IS RIGHT.

IF, and only if, you have to be yelled at in order to get motivated, than YOU WILL GET YELLED AT. That is YOUR CHOICE.

Eventually the problem gets fixed. YOU introduced the necessity of yelling into the equation.

Flint · 06-13-2008, 12:39 PM

It's not like I'm so dense that I blame the employee for Corporate Policy, or expect them to be able to circumvent it. Once they tell me what the policy constraints are, I wish to be directed to someone who can override that policy.

BUT THEY DON'T DO THAT.

They stonewall me; and when pressed, pass me on to another person so that THAT person can tell me that they can't do anything. I KNOW YOU CAN DO SOMETHING. When pressed, THAT person passes me on to ANOTHER person who ALSO CAN'T do anything.

You're wasting your time! I'M NOT LEAVING!

Each person tries to END the process, without my issue being resolved. They are ACTIVELY PREVENTING ME from getting access to somebody who CAN fix the problem. I'm certain that this is what they are directed to do. As the customer, I have to deal with a SERIES of human beings in order to navigate the policy. Each one of these people is DEDICATED to seeing my problem NOT GET FIXED.

Each person in this series POINT BLANK REFUSES to escalate my issue UNTIL FORCED TO DO SO. I am put in the situation of applying that force. The AMOUNT of force needed is beyond my control. JUST PASS ME THROUGH!

Telling me that you "can't do anything" will NOT "get rid of" me. It WILL get you YELLED AT.

06-12-2008, 09:24 PM	#1
Cicero Looking forward to open mic night. Join Date: Oct 2006 Location: New Mexico Posts: 5,148	They always seem to be right (up my a@#). Location found, and you don't want to go there. __________________ Show me a sane man, and I will cure him for you.- Carl Jung

06-12-2008, 09:35 PM	#2
Cicero Looking forward to open mic night. Join Date: Oct 2006 Location: New Mexico Posts: 5,148	lol! Nah, I can spell subtlety. But it does eerily remind me of me in other ways. I guess it's because I thought it was a male writer at first and couldn't tell it was a woman. Must be all that "vitriol". Uuugh. lol! And all my rants about how buying a cup of coffee is not a heavy damned negotiation and/or transaction. __________________ Show me a sane man, and I will cure him for you.- Carl Jung

06-12-2008, 10:02 PM	#4
Cicero Looking forward to open mic night. Join Date: Oct 2006 Location: New Mexico Posts: 5,148	Yea. Like I said, that does remind me of me too, so you couldn't be that far off! And I will take any compliment you would like to hand out. Thanks! (running) __________________ Show me a sane man, and I will cure him for you.- Carl Jung

06-13-2008, 09:03 AM	#7
classicman barely disguised asshole, keeper of all that is holy. Join Date: Nov 2007 Posts: 23,401	I, gulp, agree with Flint. __________________ "like strapping a pillow on a bull in a china shop" Bullitt

06-13-2008, 09:10 AM	#8
Flint Snowflake Join Date: Mar 2006 Location: Dystopia Posts: 13,136	You tell me, SG. Tell me what I did "wrong" here: I register at Target for our baby shower, and somebody buys me a rainforest jumperoo off my Target registry. Later, after we go into labor, have the baby, come home from the hospital, recover, and eventually unpack our baby shower gifts and start setting them up, we discover that our "new" rainforest jumperoo has VOMIT STAINS ALL OVER IT. This item was purchased by my mother-in-law, and I guarantee that she did not VOMIT ALL OVER IT before giving it to our baby. So, we box it back up, pack the toddler and the new-born baby into the car and all head down to Target to exchange our "new" rainforest jumperoo for one that doesn't have VOMIT STAINS ALL OVER IT. We even log on to our gift registry and print a copy that show that this item was purchased at this store. We arrive at the service desk with our item, our proof of purchase, and explain the situation. It is confirmed that the item had been PREVIOUSLY RETURNED to the store and put back on the shelf. It was re-packaged before it purchased as "new" -- this is the store's fault for not checking the item, NOT THE CUSTOMER'S FAULT FOR ASSUMING THAT A "NEW" ITEM WILL NOT BE COVERED IN VOMIT STAINS. What was our "unreasonable" request? Simply to exchange this item, directly, for another identical item from the shelf. Not a used, re-packaged item, but a NEW non VOMIT-STAINED item. The answer: IMMEDIATE AND TOTAL STONEWALL. ABSOLUTE REFUSAL TO REMEDY THE SITUATION. The reason: Nobody denies wrongdoing on the store's behalf, nobody denies that the item was purchased here (we have proof), nobody denies that the item was re-shelved with VOMIT STAINS on it. The reason that our situation can't be remedied is "Corporate Policy" regarding returns. Neither of the service desk girls can do anything, but they won't get their manager until we throw a fit. The service desk manager can't do anything, but she won't get the store manager until we throw a fit. Ths store manager can't do anything, but he won't call corporate until we throw a fit. The corporate heldesk can't do anything, but they won't get their manager until we throw a fit. The corporate helpdesk manager won't do anything until we throw ONE final fit, and then, AS IF BY MAGIC, she can IMMEDIATELY and EASILY remedy the situation. I packed my whole family in the car with this big, bulky, defective item, and came down here simply wanting an exchange. Nobody denies that the store is at fault, but nobody can do anything about it. Well, I'M NOT LEAVING UNTIL THIS GETS REMEDIED. PERIOD. YOU ARE AT FAULT AND I DON'T CARE WHAT YOUR INTERNAL POLICIES ARE; THAT'S NOT MY PROBLEM. THAT'S YOUR PROBLEM. THE ONLY THING YOU NEED TO DO IS FIX THIS SITUATION, BECAUSE I'M NOT LEAVING. I WILL STAY HERE ALL DAY UNTIL YOU FIX THIS. Now WHY oh WHY do I have to tell that to five different people for an hour-and-a-half before ANYTHING GETS DONE ABOUT IT? The short answer is, I don't give a shit! Because I'M NOT LEAVING THIS STORE UNTIL THIS GETS FIXED. FIX IT NOW OR FIX IT AN HOUR FROM NOW, I WILL BE HERE THROWING A FIT UNTIL IT GETS FIXED. I DON'T WANT TO HEAR THAT YOU CAN'T DO ANYTHING ABOUT IT. I DON'T CARE WHAT YOUR POLICY IS. FIX IT. And, guess what? IT WAS EASY TO FIX, AFTER ALL. It would have been a whole HELL of a lot easier to just go ahead and do it as soon as I showed up. And that makes ME the asshole? THEY WILL NOT FIX THE PROBLEM UNTIL YOU REPEATEDLY REPEATEDLY REPEATEDLY DEMAND, LOUDLY, ANGRILY, AND WITHOUT BACKING DOWN THAT YOU! WILL! FIX! THIS! THEY MAKE YOU DO IT. The only alternative is NOT having your problem fixed. Not acceptable. __________________ **************** There's a level of facility that everyone needs to accomplish, and from there it's a matter of deciding for yourself how important ultra-facility is to your expression. ... I found, like Joseph Campbell said, if you just follow whatever gives you a little joy or excitement or awe, then you're on the right track. . . . . . . . . . . . . . . . . . . . . . . . . . . Terry Bozzio** Last edited by Flint; 06-13-2008 at 09:22 AM.

06-12-2008, 09:49 PM	#3
kerosene Touring the facilities Join Date: Nov 2002 Location: The plains of Colorado Posts: 3,476	Ah, her writing style just reminded me a lot of you. Sort of eloquently biting, at times? She is definitely more surly, though. Eh, well. It was meant as a compliment.

06-13-2008, 03:01 AM	#5
freshnesschronic Professor Join Date: Dec 2006 Posts: 1,555	Hmmmmm intriguing! As a service industry worker for 5 years, I'd have to say...international service is 10x better than anything i've experienced in the States. Recently, I was just on that Cozumel cruise and the crew service staff was mostly international, from Europe, Asia and Latin America and I have to say it was VASTLY superior to any sort of service I've received in the states. But I guess that's not the service industry in America...shit.

06-13-2008, 09:25 AM	#11
Flint Snowflake Join Date: Mar 2006 Location: Dystopia Posts: 13,136	Yes, but it's not MY problem. I don't write shitty policy for Target. That's TARGET'S problem. They wanted it to become my problem, by refusing to remedy the situation, but guess what? That's right: I'm not leaving until you fix this. And they did. EVENTUALLY. I didn't want to yell at people all day, but if they refuse to do anything, and yelling is the only thing that pushes the process along (and it was--they'll stand there and blankly stare you in the face waiting for you to walk away, they'll simply say they can't do anything, they'll give you an 800 number that you can't call until Monday, they won't DO ANYTHING), then yelling is what they get. The system is designed to discourage 99% of people with a total stonewall. YELLING is what breaks down that wall. __________________ **************** There's a level of facility that everyone needs to accomplish, and from there it's a matter of deciding for yourself how important ultra-facility is to your expression. ... I found, like Joseph Campbell said, if you just follow whatever gives you a little joy or excitement or awe, then you're on the right track. . . . . . . . . . . . . . . . . . . . . . . . . . . Terry Bozzio** Last edited by Flint; 06-13-2008 at 09:34 AM.

06-13-2008, 09:30 AM	#12
Sundae polaroid of perfection Join Date: Sep 2005 Location: West Yorkshire Posts: 24,185	How long was it between purchase and return? In this country it is understood that you have a "reasonable time" to examine goods after purchase. If they prove to be damaged/ faulty after that then any returns/ refunds are at the store's discretion. I wouldn't be surprised if store policy reflected the law in that the service desk have a policy to follow which sets out the store's definition of a "reasonable time". I appreciate you might not have the same laws there. Over here, the law is there to protect consumers and retailers both. After all if stores have to constantly swallow losses for damaged goods then it's customers who pay in the end. __________________ Life's hard you know, so strike a pose on a Cadillac

06-13-2008, 09:37 AM	#13
sweetwater lives inside a Mobius strip Join Date: Dec 2007 Posts: 1,120	If I get very, very calm then it is time to get very, very scared. I ask for not one, but two people to listen, and I write down both names, ask if that is enough identification or if I need to get their employee ID's, and ask them to verify the date and time that I presented my complaint to them. I am very polite but I have shark eyes on. I ask for written proof of any policies. As long as I am convinced I am right (and vomit covered 'new' gifts would make me believe so) then I'm there. Oh, and after the problem is resolved, I often write it to the Big Offic to thank the one who fixed it but suggest they revise their practices. __________________ I knew I shoulda taken that left turn at Albuquerque! - Bugs Bunny

06-13-2008, 12:39 PM	#15
Flint Snowflake Join Date: Mar 2006 Location: Dystopia Posts: 13,136	It's not like I'm so dense that I blame the employee for Corporate Policy, or expect them to be able to circumvent it. Once they tell me what the policy constraints are, I wish to be directed to someone who can override that policy. BUT THEY DON'T DO THAT. They stonewall me; and when pressed, pass me on to another person so that THAT person can tell me that they can't do anything. I KNOW YOU CAN DO SOMETHING. When pressed, THAT person passes me on to ANOTHER person who ALSO CAN'T do anything. You're wasting your time! I'M NOT LEAVING! Each person tries to END the process, without my issue being resolved. They are ACTIVELY PREVENTING ME from getting access to somebody who CAN fix the problem. I'm certain that this is what they are directed to do. As the customer, I have to deal with a SERIES of human beings in order to navigate the policy. Each one of these people is DEDICATED to seeing my problem NOT GET FIXED. Each person in this series POINT BLANK REFUSES to escalate my issue UNTIL FORCED TO DO SO. I am put in the situation of applying that force. The AMOUNT of force needed is beyond my control. JUST PASS ME THROUGH! Telling me that you "can't do anything" will NOT "get rid of" me. It WILL get you YELLED AT. __________________ **************** There's a level of facility that everyone needs to accomplish, and from there it's a matter of deciding for yourself how important ultra-facility is to your expression. ... I found, like Joseph Campbell said, if you just follow whatever gives you a little joy or excitement or awe, then you're on the right track. . . . . . . . . . . . . . . . . . . . . . . . . . . Terry Bozzio**

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