heh - I share your frustration. I have a boss with a 'manana' attitude who consistently misses (or only just attains, usually by working evenings/weekends) deadlines for clients. And I'm usually the one fielding the irate calls from clients...
Posted by GoodTwin on 27 January, 2006 at 7:28 AM
I don't think our standards and expectations are too high. There's just way too many people in this world willing to accept shoddy performance. Good customer service wasn't killed by the companies that decided it was too expensive to provide; it died because most people were willing to sacrifice it.
I totally agree with you BW. There is a woeful decline in customer respect and service in this country.
It totally bemuses me - I worked 7 years in customer service roles and it's NOT HARD to put the customer first and treat them with respect, even if (for some reason) you are unable to do exactly what the customer is asking. I can't understand why more and more "professionals" seem to be anything but.
In agreement. I work for a man who can't think ahead and plan things so he ends up running around at the last minute making a hash of things. And the galling thing is - he gets more money than I do. I don't think it's difficult to put things in place and plan ahead and check, check, check that everything is working. Just a lot of people can't be bothered.
Posted by ew on 27 January, 2006 at 9:03 AM
You're definitely not being unreasonable; whatever sum you're paying him, you're clearly not parting with for missed deadlines, and missed building slots. Has he had any reasonable excuses? Not that that excuses three deadlines... I hope the letter does the trick.
I share your view BW, and in business or at home I operate a fairness policy; I will only expect from others what I would do myself. Unfortunately I work in a place where deadline seems to be a rude word, so people have to be educated to even set them, let alone stick to them. I am currently trying to manage a project where I depend on others actually doing something and I find it frustrating and anxiety inducing when, as now, I am on the third deadline and still no action. A tad tricky when I have no authority over them, so now having to manage it through their line managers, with the same difficulties!
(I think I am a bit upset about this - the longest comment I have ever left!)
Posted by witch of oz on 27 January, 2006 at 11:25 AM
in respect to this situation it is clearb that he has made promises of deadlines which we can now see were never attainable, and he should have known that they weren't. he has created expectation and then failed to respond to new promises, vut and dried case.
However, on a wider customer service point I think that the drive to do ever more with ever fewer people drives people to not have time to care. Also the ever increasing soulless attitide of employers leads employees to see no value in caring.
I am still relatively lucky in both my position and my personal attitude to have the 'service' element of my job anchored down, but I have seen others who have been basically good people driven to cease caring and can see how, in the right/wrong position it could happen to almost anyone.
Posted by mr bw on 27 January, 2006 at 1:27 PM
Good points ( as usual) mr BW.... only what is a "vut and dried case"?
heh - I share your frustration. I have a boss with a 'manana' attitude who consistently misses (or only just attains, usually by working evenings/weekends) deadlines for clients. And I'm usually the one fielding the irate calls from clients...
Posted by GoodTwin on 27 January, 2006 at 7:28 AMI don't think our standards and expectations are too high. There's just way too many people in this world willing to accept shoddy performance. Good customer service wasn't killed by the companies that decided it was too expensive to provide; it died because most people were willing to sacrifice it.
Posted by Ann on 27 January, 2006 at 7:50 AMI totally agree with you BW. There is a woeful decline in customer respect and service in this country.
It totally bemuses me - I worked 7 years in customer service roles and it's NOT HARD to put the customer first and treat them with respect, even if (for some reason) you are unable to do exactly what the customer is asking. I can't understand why more and more "professionals" seem to be anything but.
Posted by Pewari on 27 January, 2006 at 8:36 AMYep, totally spot on, BW.
I too am fastidious in attention to detail and timing in professional life.
A total slob at home, but at work...
Posted by Mr.D. on 27 January, 2006 at 8:52 AMIn agreement. I work for a man who can't think ahead and plan things so he ends up running around at the last minute making a hash of things. And the galling thing is - he gets more money than I do. I don't think it's difficult to put things in place and plan ahead and check, check, check that everything is working. Just a lot of people can't be bothered.
Posted by ew on 27 January, 2006 at 9:03 AMYou're definitely not being unreasonable; whatever sum you're paying him, you're clearly not parting with for missed deadlines, and missed building slots. Has he had any reasonable excuses? Not that that excuses three deadlines... I hope the letter does the trick.
Posted by KW on 27 January, 2006 at 9:43 AMAbsolutely.
Once again I wonder how people who don't follow this ethic remain in business... particularly self-employed people.
Posted by NiC on 27 January, 2006 at 9:48 AMI share your view BW, and in business or at home I operate a fairness policy; I will only expect from others what I would do myself. Unfortunately I work in a place where deadline seems to be a rude word, so people have to be educated to even set them, let alone stick to them. I am currently trying to manage a project where I depend on others actually doing something and I find it frustrating and anxiety inducing when, as now, I am on the third deadline and still no action. A tad tricky when I have no authority over them, so now having to manage it through their line managers, with the same difficulties!
Posted by witch of oz on 27 January, 2006 at 11:25 AM(I think I am a bit upset about this - the longest comment I have ever left!)
in respect to this situation it is clearb that he has made promises of deadlines which we can now see were never attainable, and he should have known that they weren't. he has created expectation and then failed to respond to new promises, vut and dried case.
Posted by mr bw on 27 January, 2006 at 1:27 PMHowever, on a wider customer service point I think that the drive to do ever more with ever fewer people drives people to not have time to care. Also the ever increasing soulless attitide of employers leads employees to see no value in caring.
I am still relatively lucky in both my position and my personal attitude to have the 'service' element of my job anchored down, but I have seen others who have been basically good people driven to cease caring and can see how, in the right/wrong position it could happen to almost anyone.
Good points ( as usual) mr BW.... only what is a "vut and dried case"?
Posted by NiC on 27 January, 2006 at 2:13 PMWhatever it is, I agree!
:)
Posted by KW on 28 January, 2006 at 2:37 PM