Monday, December 20, 2010

Recession: Poor Customer Service, Poor Management, Poor Leadership or All of the Above?

I am not supposed to site Wikipedia but I am going to do it for this blog. According to Wikipedia, a recession is defined as “a business cycle contraction, a general slowdown in economic activity over a period of time.”

Supposedly, this is what our country has been in or still is in or is headed in that direction.

Yesterday morning, I went shopping for a must-have gift for my nephew. When I arrived in the store’s electronics section, I doggedly searched the isles for the device.

However, to my chagrin, I could not find it, so I started looking for help. There was no store clerk in site. To make matters worse, the phone in the electronics section began to ring and ring and ring and ring.

Shortly thereafter, a gentleman walked by me. He had a name badge on with the store’s insignia. I asked if he worked in the electronics section. He said no. I said is there anyone here. He said he wasn’t sure. He looked around and then pointed me to another man standing behind the counter. He said, try that fellow over there. I never saw that guy when I was looking for assistance. He wasn’t waiting on any customers. All the while, the store’s phone rang and rang and rang and rang. He never once bothered to answer.

I am no econ expert. If I was, I would probably still be in banking. However, it seems to me that if our country is in a recession, I wonder how much of it is due to poor customer service, poor management, and poor leadership or all of the above.

What if the person on the other end of the phone, wanted to purchase a $3,000 television set? I guess we’ll never know…

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