I guess the idea behind this blog is that I, as a person who comes from a different background than all of my Irish compadres, might have a fresh view on things. There's one facet of Irish consumer habits that has irritated me for as long as I can remember. It seems that in Ireland, the moto 'the customer is always right' doesn't really seem to hold much importance. A few examples:
1. On numerous occassions, I encountered really annoying problems with my (ex) mobile phone provider. Handy for me, they have this nice hotline I can ring; how good of them. When I switched to bill pay, not only was I essentially told I was 'wrong' (not necessarily in those words) about several issues (from an additional deposit needed for roaming charges that I wasn't told about, to a mixup porting my number over even though I was on the same network originally) very rarely did they feel they had wronged me. Only after I complained, a lot, did I finally get to discuss things with some type of manager. All the while, the staff made me feel like me ringing them was quite bothersome. How very helpful.....
2. One time, myself and my family were 'lucky' enough to get to dine in one of Dublin's supposed 'best' restaurants. As our table was not ready when we arrived we went up to the bar for a drink. My brother orders a drink not very common in Ireland called a Tom Collins. "Could I have a Tom Collins please? The reply? No. Ummmm, sorry? No you can't. What do you mean, no I can't?" And back and forth for a bit until the young bartender finally felt it prudent (after my brother began to lose his temper) to explain the fact that he didn't have the necessary ingredients. Wouldn't that have been easier to say instead of just: No?
3. Last one. No particular example but something that is extremely common in Irish shops. Clothes shops, dvd shops, food, games, books etc.... I should point out that I'm not saying that this is an absolute occurrence, just a bit too common for my liking. In some parts of the world (the USA) attendants come up to you straight away and say "Can I help you?" Though some find this annoying, it's a simple matter of just saying "No, I'm ok thanks" and the pestering attendants will leave you alone and find another customer (or get distracted by something shiny). In Ireland, I often feel asking the shop attendant for help is highly impertinent of me....rude even! They'll slouch on over and mumble a one word response to all of your questions all the while texting on their phones and looking around. Sorry to bother you mate, my mistake.
All in all, whenever I've had a job, I make 100% sure that customer is always right. The customer may be an idiot, and trust me once they leave I'll turn to someone I work with and say "What a jackass" but while they're there, I'll make sure they get whatever they need. In the past this has resulted with better tips, increased sales figures and a more pleasant overall work atmosphere.
In conclusion, it's a small little thing to be helpful to customers. And if you don't like doing it, well, I suppose you don't have to. Oh wait, you're getting paid to so stop being an asshole to me when I walk into your shop!!!
Manuel
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2 comments:
Well as far as the phone company issue goes I 'd agree with you completely. I think the state of many telecommunication companies' phone services are pretty atrocious, and it's such an irony given that's their field of business.
As for the restaurant experience (even a fool can spell restaurant, Dave) I think that's the sort of attitude you can encounter anywhere, I've seen equally if not far more unfriendly staff both on the continent and stateside.
I'd write more and with better quality but at work so can't.
The customer isn't always right, thats one of those buzzy phrases. Accomodate customers to where it is appropriate, in terms of the claim that you weren't told about roaming charges, ignorance is no defence in the eyes of the law. Small print is the product of a business on the whole as opposed to the guy answering the phone to get given out to all day by people he doesnt really want to help, or really care about, because he's working because he has to. Why should someone by motivated to work as hard as they can as opposed to as hard as they need to to get by and get paid when they're probably working a job they don't really like if its in one of the industries you mentioned. I'm not saying this is perfect, but when i go into a shop or low skill services type worker manned establishment i expect the bare minimum, however if someone is very keen and good at their job, fair play to them and i'll probably like them more, and thats great, but they don't get paid more or motivated better if they're extra special nice. As for that insipid American bullshit, if we ever become like that over here i'm taking this show to Mexico. I'm not saying i love being mistreated as a customer but i'd rather get served by a real person whos pleasant as opposed to someone who's co-erced by fear of redundancy to ask me do i need assistance looking through a bargain bin of Wayans brothers DVD's.Nobody's living the american dream here where working extra special hard and making this the-best-darned-country-you-betcha -ever-seen is even part of the social make-up, it boils down to the fact that joe bloggs from ringsend isn't really going to be motivated to go the extra yard, it would be great if he was... And if someone can tell me why he should be then i'll stand corrected...
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