Two and a half years of the pandemic will have been enough to dispel many of the illusions we still had about the world in which we live, particularly with regard to customer service. Indeed, the precious customer relationship and its intrinsic promise of excellence in products and services are, to say the least, abused.
The reality is quite different and the rude awakening, to say the least. Not to mention airports and suitcases, many consumers increasingly feel like they have a handle on their back. The balance of power has undoubtedly changed. Anyone who frequents the smallest business can, on entering it, have the downright impression of having to work there, sometimes even more or as much as the employees present.
Checking out at the grocery store is increasingly looking like going through daunting customs. In addition to the difficult exchanges through protective glass and masks with indifferent employees, customers are required to participate actively and quickly in the transaction: presentation of reusable bags and loyalty card; packaging of the articles and payment, without forgetting the return of the basket to its designated place.
If the implementation of electronic cash registers in several shops has allowed the reduction of operating costs, the fact remains that making the smallest purchase is often tedious. The capricious machines, the unpleasant sounds they emit, the incessant errors requiring the help of impassive employees who watch the customers struggle with folded arms. Despite what they try to make us swallow, on a human level, automation is a total failure and a real source of irritation.
And good luck to the brave who try a restaurant outing. Of course, there is a labor shortage… The fact remains that the experience is completely transformed. Service in many places seems to be provided by easily distracted novices. Customers, at their mercy, dare not protest in the hope of receiving their food within a reasonable time.
The roles are now reversed. Prices have gone up and so have suggested tip percentages. The 15% is no longer enough… Not to mention the customer experience spoiled by the constant comings and goings of impatient delivery people, cellphones in hand, coming to pick up their orders… Another distraction for the already overwhelmed dining room and kitchen staff.
There are also reports of even more radical measures put in place by restaurateurs: some require a reservation deposit on the credit card, which is cashed if the customer does not show up! And too bad if you have an impediment, you will pay anyway. The market that we thought was free may not really be free anymore, or is only intended for the wealthy… Others require that we place the order on a cell phone, that we monitor the exit dishes and that you go and get them yourself, and bring them back too! And when paying the bill, we still suggest adding a tip. Will we soon have to do the washing up or empty the trash cans?
We have entered a new era. Despite the marketing gimmick, the customer is no longer often right and it is even up to him now to prove that he provides good service to the companies he frequents.