THE FACE OF BUSINESS
By Sam J. Jacobsen
to understand the unfriendly face of business.
In many situations, the customer
treatment borders on contempt.
Observe the airline customer service – they rarely answer the phone live,
then you go through a recording menu, and the lines are then busy. After repeated recordings, “We are a valued
customer”, more pre-meditated advertising and to calm your temper you are fed
recorded music. The companies referred
above are in bankruptcy waiting for the government to bail them out. To the contrary, try Southwest Airlines –
they answer their phones live within seconds, are very profitable and exploding
in national customer growth. Common
sad situation is pricing from the
mentality of what traffic will bear.
This method is widely practiced from hotels, to appliances, vehicles,
hospitals and professional services.
Even the Federal, State and local Governments have adopted the practice
in development projects referred to as impact
practices are customer unfriendly and are unknown to the general public. Like
It Is will be exposing these practices to the customers since each dollar
purchased, in effect, is a vote of acceptance.
Chief Executive Officers beware!