CUSTOMER SERVICE

Over the past 2 weeks I have personally experienced two levels of customer service. The first level was over-the-top in Cancun, QR, Mexico. Those who were serving my wife and I along with many other guests at the resort/timeshare we called home for a week, couldn't do enough to please us and make sure every need we had, was met. Always a smile...never harsh words...always a thank-you/gracias, never missing an opportunity to offer assistance. We were pampered for a solid week at this resort, including the golf course we played, the restaurants we ate at, each bus and taxi we rode in...everyone seemed to do whatever they could to ensure we were having a great time. We were paying for this service and they delivered it beyond our expectations.

But, then we came home via a transfer stop in Philadelphia - the city of brotherly love - and everything changed. The US Air employees were angry, bitter, vindictive, uncaring, unhelpful, and unwilling to accept any responsibility for the dilemma we were in. We subsequently ended up renting a car to drive from Philadelphia to Detroit. As we picked up the car that we were paying $134 + gas, to drive to Detroit in a 24 hour period, we were met with an indifferent attitude, almost as if we were imposing on them by showing up and requesting a car from their car RENTAL business. As we drove home, we found that this attitude of disregard was consistent in almost every business offering a service. Again, we were paying for their advertised service but this time, the under-delivered or didn't deliver it at all.

I'm wondering if polite, caring, and appreciative customer service has disappeared in our culture? Who's teaching it? What employer is expecting it?

As a result, I'm committing to using every opportunity to instruct/teach people - young and old alike - the power of kindness and graciousness - in any and all interactions with customers.

They gotta learn.