Poor ser­vice sends cus­tomers pack­ing

The Compass - - Editorial - — Daniel Har­ris writes from St. John’s

There has been quite a stir cre­ated in re­cent months with the clo­sure of many home­grown busi­nesses. Some of the rea­sons that these busi­nesses cite as con­tribut­ing fac­tors are things like tax in­creases, big box stores and on­line shop­ping.

I won­der if any busi­nesses are fal­ter­ing (or have fal­tered) be­cause of their own meth­ods of busi­ness? What has sparked this train of thought has been my deal­ings with many New­found­land owned and op­er­ated busi­nesses.

We live in a close-quar­ters prov­ince, where cor­ners are carved out by in­di­vid­u­als who wish to pro­vide a ser­vice or prod­uct to the peo­ple of New­found­land. St. John’s is an even tighter-knit com­mu­nity where who you know of­ten out­weighs what you know, how you act and your work ethic.

Some of these places of busi­ness have a com­plete mo­nop­oly on cer­tain mar­kets and or prod­ucts, and in niche mar­kets, only one or two busi­nesses is all the mar­ket can sup­port. So us, as the gen­eral pub­lic, have no choice: deal with said busi­ness or ven­ture on­line.

I am a big sup­porter of the home­grown idea, which is why I al­ways look lo­cal first. My is­sue (and this sen­ti­ment is cer­tainly shared by oth­ers) is that these niche mar­ket busi­nesses some­times pay very lit­tle at­ten­tion to cus­tomer ser­vice.

In the past six months, I have been turned off from at least four places of busi­ness be­cause of how the front line staff have con­ducted them­selves as I am try­ing to spend my money in their work­place.

For those who can re­late, I got the feel­ing that they were do­ing me a favour by let­ting me spend my money in their store. And although an an­noy­ance (maybe be- cause I am not an ac­count holder, or a six-fig­ure-a-year spender) they are will­ing to swipe my card and take my funds.

If you are ever able to speak to some­one who can af­fect change in the busi­ness, I have found they are quite re­cep­tive, and apolo­getic about neg­a­tive ex­pe­ri­ences, but get­ting to ac­tu­ally speak to some­one who can af­fect change and is will­ing is as rare as a so­lar eclipse.

No doubt some cus­tomers can be ir­ra­tional, irate, and some­times in­com­pre­hen­si­ble, and also, not al­ways right. If they have paid money to your busi­ness, they de­serve, at min­i­mum, re­spect and ap­pre­ci­a­tion for choos­ing your busi­ness, re­gard­less if you are the only choice.

I will con­tinue to sup­port lo­cal, es­pe­cially those who re­spect the cus­tomer, and I will con­tinue to stand up to those who feel that my money is sec­ond rate.

I am a big sup­porter of the home­grown idea, which is why I al­ways look lo­cal first.

Newspapers in English

Newspapers from Canada

© PressReader. All rights reserved.