It is shocking how much the culture of customer service has deteriorated in some industries in just a decade or so. Sure, the recorded voice will tell you, "Your call is important to us", while placing you on hold, and the person at the other end (once you get connected to a real person) will apologize for the inconvenience you experienced, but in many cases it is just a veneer on a very rotten material. Not in all cases, because there are still examples of great service: recently I had a problem with Amazon.com's website and called the phone number for help. The recording told me that no representatives were currently available and asked me to leave a phone number, so that they could call me back. I did leave a number and a few minutes later received a phone call from a person who then proceeded to resolve my problem. It truly was a very positive experience.
Airlines, on the other hand... My very recent trip was a reminder of why I started to hate flying. From an exciting and somewhat exhilarating experience, flying has transmogrified into this experiment in how much humiliation and bad service can customers endure. For starters, I was shocked to discover that the airline I fly the most is now charging $15 per checked-in bag! I was not warned about that (my last flight had been in June) when I purchased the tickets online. Had I known, I would have packed smaller toiletries and avoided the 5 oz rule. At the airport I was facing the choice between throwing out my toothpaste, deodorant, and a couple other things, or paying the $15. I chose the latter, although mad as hell.
I don't even want to mention this humiliating circus of taking off your shoes, pulling out your laptop, putting all your toiletries into a quart-size ziploc bag, etc. You can't really blame it on the airlines - it was a bunch of mass-murdering fanatics plus an overreacting government, whom we got to thank for this. However, was I really naive to think that maybe these 15 bucks, plus the fact that more people would now try to squeeze their luggage as carry-on, would result in shorter waiting at the carousel? Yes, I was very naive. So, the airlines decided to start taking more of our money, without giving us more in return?Interesting.
There is also this not-so-new idea of no longer serving food on flights, but instead, selling boxes of junk food. At first they were still giving away these tiny bags of pretzels, but that apparently proved too expensive, so no pretzels or peanuts for you, unless you pay $5. Next step - and I'm sure it is coming - charging a buck or two for the sodas. This is going to be a tad problematic, because we've been told that it is crucial to drink enough liquids during long flights, so initially they will get away with this by offering bad tasting water for free. However, that will soon be taken away and you, "our valued passenger", will be on your own.
When I think about it, it is not a terrible idea per se, this charging for everything separately. If I don't like airline "food", why include it in the ticket price? Same with hotels: I don't watch TV, so I actually would be grateful if they took it out of my bill. What I don't like is the sneaky, arrogant way they are doing it. If you fly only a few time a year, like I do, you're going to be shocked by increasing cost and deteriorating service. It's like seeing a patient with incurable, slow-growth cancer every couple of weeks - each time you are shocked by how much he changed.
I know, the times when people dressed up before a flight, when the smiling stewardess brought you food and goodies, and real silverware, are not coming back. But how about bringing back some dignity and choice? If they don't want to offer free food, maybe they can sell decent meals instead of these horrible packages of junk? Let me buy a salad, but don't price it at $25 a bowl, please.
What about leg room? I obviously can't aford (or I am not stupid enough) to pay the horrendous prices for 1st class tickets, but I would probably pay reasonable amount for a little bit more space, so that I don't feel like a sardine in a can for 4 or 8 hours. How is this possible that in a country as entrepreneurial and competitive as ours, nobody has yet come up with an idea to beat the airlines at customers service? It's gotten so bad, that I would not really take a lot. Not even real silverware.
Sunday, October 26, 2008
Tipping point
I'm out of town, staying in a hotel, eating out, and so once again I'm confronting the issue of tips. There is something about this convoluted scheme of handing out "gratuities" to some people that irks me. Now, I'm not a bad tipper. I usually give more that 15% in restaurants, and leave 2-3 per day for cleaning my hotel room. I'm kind of used to it, so it doesn't irritate me very much, although it's the whole idea I'm really against. First of all: why do we tip some people, and not others? Is it because they provide "direct service" to us, like the waiter who interrupts my meal three times asking cheerfully, "How's everything?", and refilling my Diet Coke, event though I never asked for it and still have three quarters of it left? Well, how about that kid in the store, who bags groceries and wishes everyone a good day? As far as I know, nobody's giving him tips...
Is it becuase they have such lousy wages that we have to give them tips, so that they can make ends meet? There is some thruth to it, of course. I worked as a waiter myself, and the salary I drew was about half the minimum wage. The tips more than made up for it. But heck, if we did not tip the waiters, the restaurant owners would have to pay them better wages, not? I know that many waiters would not like it, becuase some are taking home pretty good wages in those tips, most of those tax-free.
Again, what about other people who are gettig shitty wages, like security guards or supermarket cashiers? Why are the waiters, taxi drivers, and hotel maids more deserving of our generocity? Or is this becuase in our egalitarian society we now consider the act of serving us, taking our hair out of the shower drains, making our beds, wiping our tables, bringing our food, somewhat demeaning? And the tip is supposed to take the edge off our guilt somewhat? But aren't there other, even more "demeaning" jobs that are not to receive gratuities?  Say, the lady at the cleaner's, who takes our sweaty, smelly shirts to wash and iron them?
I can't see good logic behind it, and so it irritates me, like one more annoying social convention without merit. I frankly try to avoid places and situations where I might be expected to tip. For eating out, I prefer the self-serve places, where you order and pay at the counter. Some of them are actually nicer than many restaurants, like the Wildflower Bread Company I found in Sedona, AZ. However, and this pisses me off to no end, in many of thes places you can spot jars with a label "Tips" at the counter. (Some try to look lighthearted with their "Feeling tipsy?" labels, and those are especially annoying. What, you put a shot of whiskey in my coffee??) This is really no different than panhandling, except that it happens indoors. What am I supposed to tip for? I will stand in the damn line, will pay for the coffee myself, will take it to my table, will put sugar and cream in it, will put the cup in the wastebasked when finished... Hell, maybe I should get a tip for all this serving I'll do??
I don't mind paying for things, even giving money away for charitable causes, but this tipping charade I'd much rather do without.
Is it becuase they have such lousy wages that we have to give them tips, so that they can make ends meet? There is some thruth to it, of course. I worked as a waiter myself, and the salary I drew was about half the minimum wage. The tips more than made up for it. But heck, if we did not tip the waiters, the restaurant owners would have to pay them better wages, not? I know that many waiters would not like it, becuase some are taking home pretty good wages in those tips, most of those tax-free.
Again, what about other people who are gettig shitty wages, like security guards or supermarket cashiers? Why are the waiters, taxi drivers, and hotel maids more deserving of our generocity? Or is this becuase in our egalitarian society we now consider the act of serving us, taking our hair out of the shower drains, making our beds, wiping our tables, bringing our food, somewhat demeaning? And the tip is supposed to take the edge off our guilt somewhat? But aren't there other, even more "demeaning" jobs that are not to receive gratuities?  Say, the lady at the cleaner's, who takes our sweaty, smelly shirts to wash and iron them?
I can't see good logic behind it, and so it irritates me, like one more annoying social convention without merit. I frankly try to avoid places and situations where I might be expected to tip. For eating out, I prefer the self-serve places, where you order and pay at the counter. Some of them are actually nicer than many restaurants, like the Wildflower Bread Company I found in Sedona, AZ. However, and this pisses me off to no end, in many of thes places you can spot jars with a label "Tips" at the counter. (Some try to look lighthearted with their "Feeling tipsy?" labels, and those are especially annoying. What, you put a shot of whiskey in my coffee??) This is really no different than panhandling, except that it happens indoors. What am I supposed to tip for? I will stand in the damn line, will pay for the coffee myself, will take it to my table, will put sugar and cream in it, will put the cup in the wastebasked when finished... Hell, maybe I should get a tip for all this serving I'll do??
I don't mind paying for things, even giving money away for charitable causes, but this tipping charade I'd much rather do without.