Bob Tamasy: What’s With Customer Service?

Monday, May 13, 2013 - by Bob Tamasy
Bob Tamasy
Bob Tamasy

In the classic film, “Miracle on 34th Street,” there’s a scene when Kris Kringle, Macy’s Department Store’s designated Santa Claus, tells a parent unable to find a gift for her child to go to Gimbels Department Store instead. That’s a picture of what customer service is all about – even if it means sending a customer to a competitor.

I’ve been wondering what’s happened to this whole notion of customer service. At one time, too many salesmen in stores became pests, hovering nearby as you examined their merchandise at your leisure. Today, however, finding any sales associate is tantamount to finding the proverbial needle in a haystack. Often we even have to trudge across a store to make a purchase.

Several weeks ago I bought a new, expensive light bulb to replace one that had burned out in the range hood above our stove. Last week the replacement bulb burned out. So I went back to the name brand, big-box hardware store and exchanged it for another. The packaging for each of the new bulbs that matched mine was torn apart, so I purchased a different bulb a store associate stated would do the trick.

When I got home, however, I opened the intact packaging only to discover the new bulb was cracked in three places. So I returned to Name-Brand Hardware Store again, bought a bulb that seemed sound – no cracks – and brought it home. But this one didn’t work either. (Hint: When you pick up a bulb and you hear something that sounds like broken glass inside, it probably is.

Lastly, for the second time in one week, the national newspaper I subscribe to – which is delivered every morning with the local daily paper – didn’t arrive. I called the newspaper’s circulation department, received the obligatory “I apologize” and “I’m sorry,” and was assured the periodical would be delivered by 3 p.m. As I write, it’s 4:30 – and still no national newspaper!

We often read about the woes of the retail industry, citing declining sales and often decrying purchases made online rather than in stores. Is that any surprise, when retail institutions have cut service to the bone until it bleeds and we receive as much personalized attention on the Internet?

Years ago, entrepreneurs like J.C. Penney and Sam Walton built their businesses on genuine interest and concern for their customers, who felt valued and received help when needed. Penney and Walton were men of faith, undoubtedly motivated by biblical passages like “do to others what you would have them do to you” (Matthew 7:12) and “Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves, not looking to your own interests but each of you to the interests of others” (Philippians 2:3-4).

Modern-day business, loosed from the moorings of a Judeo-Christian worldview, prefers a short-term, profit-centered approach. Customers are treated like cattle rather than valued assets that help the businesses to survive.

God actually set the best example. He took a “customer service” attitude when He sought to reconcile rebellious humankind to Himself. In Romans 5:8 we’re told, “But God demonstrates his own love for us in this: While we were still sinners, Christ died for us.” And Jesus declared in Mark 10:45, “For even the Son of Man did not come to be served, but to serve, and to give his life as a ransom for many.”

Wow! If that’s not the ultimate in customer service, what is?

---

Robert J. Tamasy is a veteran journalist, a former newspaper editor and magazine editor. He is presently vice president of communications for Leaders Legacy, Inc., a non-profit focused on mentoring and coaching business and professional leaders. Bob has written hundreds of magazine articles, and has authored, co-authored and edited more than 15 books. These include “Tufting Legacies,” “The Heart of Mentoring,” “Business at Its Best,” and “Pursuing Life With a Shepherd’s Heart.” He edits a weekly business meditation, “Monday Manna,” which is translated into more than 20 languages and distributed via email around the world by CBMC International. He also posts regularly on two blogs, www.bobtamasy.blogspot.com, and www.bobtamasy.wordpress.com.)




Greater Tucker Missionary Baptist Holds 3rd Pastorial Anniversary Celebration Aug. 27

A celebration for the third anniversary of Senior Pastor Gary L. Hathaway and First Lady Cathy Hathaway will be held on Sunday, Aug. 27 at Greater Tucker Missionary Baptist Church, 1115 North Moore Road in Chattanooga. The guest speaker at the 10:45 a.m. service will be Reverend Alonzo Noble.  A service at 4 p.m. will feature guest speaker Pastor Carlos Williams and the ... (click for more)

Chattanooga House Of Prayer Announces Fall Retreats For Mothers And Couples

The staff at Chattanooga House of Prayer are providing two retreats to help area mothers and couples to “fall in love with prayer." ChattHOP will host the following retreats in October at their new location in Red Bank, 3912 Dayton Blvd.,Second Floor:  Saturday, Oct. 7 Prayer Retreat for Married Couples Time: 8:30 a.m.-12:30 p.m.  Cost: $20 (per couple) ... (click for more)

Sweeping New Off Ramp, Frontage Road Off I-24 Eastbound Near U.S. Pipe Planned; $37 Million TDOT Project Will Have Signalized Connections To Broad, Market

A sweeping new off ramp for traffic coming into Chattanooga around Moccasin Bend on I-24 is planned, along with a new frontage road by the freeway that will have signalized connections to Broad, Williams and Market streets.   The $37 million project will replace a confusing set of freeway off and on loops along this section, including one near Howard School. ... (click for more)

Witnesses Say 69-Year-Old Jogger And Alleged Rapist Were Both Bruised Up After 2014 Encounter

Witnesses said a 69-year-old jogger and his alleged teen attacker were both bruised up during their 2014 encounter in North Chattanooga. Diontae Smartt, who was 17 at the time of his arrest, is standing trial for aggravated rape in the courtroom of Judge Don Poole. He is free on bond. The male jogger took the witness stand at the start of the trial, saying he was attacked ... (click for more)

Is This Really About Slavery?

The greatest thing that came out of the American Civil War came after the cessation of hostilities. After four years of deadly, devastating, agonizing war and over 600,000 Americans had died, the armies came to a halt. The killing ended, but the suffering continued for many of the wounded and those whose homes and fortunes had gone up in smoke and been left as rubble. ... (click for more)

Roy Exum: Ooltewah’s Redemption

Before a monthly meeting of the Hamilton County School Board, I was having a conversation with Deputy Sheriff Jake Thomas when I asked him what he did for the department. “I’m a School Resource Officer at Ooltewah,” he said, and when I raised an eyebrow he added, “It’s the best school in Hamilton County. (Principal) Robin Copp has completely turned it around and I adore going to ... (click for more)