Friday, September 9, 2011

Customer Circus

I just spent the day torturing myself.  I had the day off and I spent it doing various things that grown-ups have to do.   Fine, they have to be done. But they don't have to be such a freakin' nightmare.  Among the places that I visited were State Farm, OMV(Office of Motor Vehicles), Regions Bank and Save-A-Lot.

Let's start with State Farm.  I needed to insure a car.  They needed my and Gretchen's La license numbers, make and model, and address.  Now I have been with State Farm since I was 16 years old. I thought this would be a 10 minute process.  Nope.  I didn't time it because it was early in the day, however, it was much longer than 10 minutes.  I was informed of how much it was going to cost.  FYI, Louisiana has the highest car insurance rates in the country, thanks to all of the uninsured motorist.  After the initial shock, I had her reduce the coverage.  I was also informed that because of an accident in January of 2009, that I was losing the no accident discount.  Okay, I had the accident but it was 2 1/2 years ago and now you choose to take off the discount.  Whatever, fine just give the papers and I will be on my way.

Next stop OMV.   Actually, the OMV is pretty speedy here.  But because I brought in what the internet page to me to bring in, I didn't get done what needed to be done.  When I mentioned that the web page didn't say anything about the extra paper, I was told "The web page needs to be updated."  Uh-huh.  I guess it does.  What really gets my goat is that I had also called the OMV about a month ago to find out what I needed.  The "lady" who answered my call treated me as if I was the dumbest person in the world.  I have no doubts that she gets a lot of calls from idiots, but I'm not one of them.  My thought is if you hate your job that much then quit, otherwise, get your attitude straight and treat people right.  Looks like another trip to the OMV is in my near future.

My third stop I knew was going to be bad.  How did I know?  Every time Gretchen and I have gone to Regions Bank, its been a nightmare.  The only exception was when we opened our account.  So today's trip shouldn't have been that hard, an address change and check order.  We tried to do it online but it wouldn't go through.  So into the bank I go.  I hadn't been to this branch before but Gretchen has and it wasn't a good experience.  There was no front desk so I went to the teller line.  Surely a teller could do these two small items.  I remember my banking days, we could.  Nope.  I would have to take a seat and wait for a representative.  (Deep sigh) Okay.  So I take my seat.  There is one gentlemen already waiting.  This is when I look at the time.  I knew what time I came in because I had called Gretchen as I was going in.  Sitting there, I watched a lady join another already working with a customer.  I could overhear something about a promotion that was getting ready to take place.  They were laughing and having a good time.  Meanwhile back at the sofa, I watch the workers.  They finish up with the customer that they were helping.  They all depart the room and one young lady tells me someone will be with me shortly.  "Yeah, right.", I tell myself.  "I know better."  As I continue to watch, I see employees going outside.  I thought it must be their break time.  Nope.  They went out their to see a giant green bicycle be delivered to the front of the building.  ( the big promotion)  The girl that would eventually help me was first on the scene out there.  I don't know what a giant green bike has to do with anything but apparently it was much more important that helping a customer. Finally, 17 minutes after I walked through the doors, I get taken into the half of an office thingy.  Two minutes later I'm walking to the car.  My business had been completed.

I don't have much to say about Save-a-lot.  It was my first time there.  I couldn't find the items that were in their ad.  I'm guessing they were out but there were no employees to ask.  When I checked out, I let a women with 2 items go in front of me.  (I'm not completely heartless)  As I was getting checked out, I continued to load things onto the conveyor belt when the guy behind lets out an "Oh geez" maybe it was an "Oh, Jesus" I'm not for sure.  I turned an looked at him for a second, turned back around and continued to load my items.  It's not my fault they only had 1 cashier.  As I was finishing up, the cashier says "I don't know why they do this to me."  I turned and looked at the line that had amassed behind me.  I said in a comforting way "I hope they get you some more help".  Her reply was "They are all helping unload the truck."

The last stop was at Walgreens to drop off a re-written prescription.  (say that 5 times real fast)  It had to be rewritten thanks to a less than cooperative insurance company that I won't get into today.  I pull right up to the window and explain what I was doing.  She takes the prescription and says she needs my ID.  I just did all of this in 3 days ago.  Okay, here.  "Let me check to see if we have this in stock." Once again, we just did this 3 days ago.  She comes back and stares at the computer.  She then says  "Is he taking two kinds?"  NO SHIT SHERLOCK!  That's why there are 2 prescriptions.  Oh, don't make me come in there!  Not today.  I answer politely "Yes"  She replies, "It will be ready in about an hour and a half."  I drive home.

I work in customer service everyday.  I never treat my customers this way.  My company sends every customer a survey of how my service was for them.  The survey rates as follow: 9-10 is a 100%, 6-8 is a 0%, and 1-5 is a -100%.  Most of my score rate in the 100%.  Some people give me an 8.  Every once in a while i will receive a 1.  Not because of my service but because they are pissed at the company.  Okay whatever.  The point is that at State Farm, I was treated like a total stranger even though I have never had any other insurance company.  At the OMV, she didn't care that I had wasted my time calling in, looking at their website, and coming to the facility.  I understand rules are rules but don't disregard my time.  Regions, I have decided, is hopeless.  The only reason I haven't switched banks is that it's a pain in the ass getting all direct deposits and auto withdrawals changed over.  The main issue with Save-A-Lot is the same with many stores.  They just don't have enough workers.  Gotta maximize that profit.  Who cares if people wait twenty minutes to get checked out.? What I don't understand is why they have all of the other check out lanes when they don't use them.  Lastly, Walgreens.  Maybe it was because I hadn't eaten yet or maybe it because of the prior experiences there but it just hit me wrong.  I'm tired of places wasting my time.  I'm not there to chat, I'm not there to listen to workplace drama and I'm not there to spend all day waiting.  Just get me in and out.  Don't make me feel like I'm in a three ring circus.  That's all  I ask.

1 comment:

  1. I couldn't agree more. I left one bank over these types of issues. It was a hassle every time I went in there. There is no reason for it.