Is Ayn Rand's "The Atlas Shrugged" the prophecy of current times? Judging by the deteriorating quality of products and services, it might be the case.
Lately, I was speaking to some friends of mine. We may come from different countries, but we share the same observations - the quality of products and services keeps deteriorating.
How does this negative trend manifest itself? See the list of characteristcs:
- task shifting: the companies keep shifting tasks from themselves to their customers (e.g. self check-out mashines, self service cashiers).
no information: If you have a question or a problem, you have to call a hotline and wait long time in order to get someone on the line. E-mails usually remain unanswered.
clients = low level interns: It often happens that companies' employees treat customers like dirt.
creativity only limited to fee statement:When it come to services, the service providers look to deliver their services somehow (the faster the better and the quality does not matter). Especially, in the area of advisory services, the creative thinking is only switched on in the course of fee statement drafting.
agreements are non-binding statements: A friend of mine told me a story about his plumber. The guy promised to come on certain day at certain time. He did not do so and did not even bother to call my friend and inform his about the change of his schedule. My friend lost valuable time waiting for the guy.
The list could go on and on....
So what are the reasons for this negative international trend?
oligopoly: Oligopoly means that a small nuber of companies controls the certain sector of economy. On the surface, the comapnies seem to compete with each other. In reality, they are part of a monopoly. When you are in control of the market, you have no incentive to improve your services.
cost cuts at the wrong place: In order to cut cost, the companies limit the scope of customer service instead of eliminating the internal red tape and wasteful expences.
frustrated employees:Nowadays, many employees have to work long hours for minimal wages. Even, if they are hard working, creative and loyal individuals - their good work does not have an impact on their income. Yes, there are some positive exceptions - but, as stated, there are just exceptions. And a couple of exception does not constitute a general rule.
So the question is how clients can fight back?
"Those who pay, make the rules": If you are treated badly as a client, remind who you are. Tell the service providers that it is considered bad manners to bite the hand that feed them.
"You are fired": If warnings do not work, fire them.
"Warn others": One rule of marketing says that a happy client will recommend you to three other persons, an unhappy client will tell nine persons about his bad experience. It used to be limited to oral communication. However, nowadays, with all the social media; the unhappy clients can find a huge audience.
In other words, it is time for consumers/ customers to stand up and fight back!