I’ve noticed a terrible epidemic lately which is possibly limited to South Africa but is terrible none the less. Ever since Isabel Jones started doing infomercials (and thus lost her integrity) there has been no one defending the rights of the consumer. It simply seems to me that the average South African is complacent and accepts mediocrity.
Let me give you a semi-fictional example. It’s lunch hour during the break. You’ve popped out of your un-fulfilling job so that you can fix the banks latest mistake on your account (issue number 1) only to be greeted with a massive queue (issue number 2). You look at the counters and realise the reason for these queues, that specifically being the lack of tellers. Apparently someone at the bank decided that the tellers should go on lunch at the busiest time of the day. Now the third issue for me is the kicker: no one seems to care! No one complains to the manager or kicks up a fuss, they simply stand wasting their time and fidgeting. This is totally unacceptable but no one bothers to make a noise on the matter.
While I’ve dramatised this encounter somewhat this has happened to me before and it’s frankly an unacceptable situation. What usually occurs is that the bank messes up and the client has to go fix the issue. No institution bothers to work on customer service these days.
Let me give you another example! I want a new cellphone but the contract they offer on their website is never available. This has happened twice to me and will result in me having to take out a more expensive contract to get the phone I want despite it being advertised at a lower price. I am met with indifference and the new favourite term in South Africa which is “Sorry”. No one really cares since at the end of the day I’m basically obliged to use their products.
I seem to remember reading in every single common sense textbook out there that “the customer is king” and that companies should bend over backwards to service the customer. This is clearly a concept that has gone the way of the Dodo.
So here’s the question of this post: “Why does no one try to make a change?”. I want to know why mediocrity is accepted? Is it sad that when I get decent service I am surprised? I think it’s unacceptable and something we all need to strive for.
Next time you get bad service report it to a manager, pop that complaint online and make the rest of the world aware of how poor that company is. It’s not only your right but your duty as a consumer. Can I get a “HELL YEAH”!
Enjoy this post? Subscribe to my RSS feed.
What about a site like hellopeter? A lot of SA companies now respond (though a lot do not). I don’t know if this has had any effect on corporate behaviour but at least consumers can make more informed choices based on other people’s experiences.
Why don’t you mobilise a flash mob to go into the bank at 1230 and all start complaining loudly. Don’t forget to tip off the media. Hello Peter does not have a big enough audience to make a bank tremble. 500 people with cellphones, outside their doors shouting and complaining, whilst TV crews watch, do.
Hellopeter charges companies to remove the comments on the site. This in my opinion does not exactly allow for true consumer activism.
Graeme, if I had the time I would certainly make the banks life a nightmare! They recently closed one of my business accounts for no good reason. Idiots!
If anyone does organise a flashmob I’d appreciate an invite
I’ll start a flash mob here in CT. This sounds like fun. Let’s do it.
And I agree with you, Saul. Hellopeter isn’t the answer. Peter’s site used to be, but it is no longer.