The Old Coot won’t answer.
By Merlin Lessler
The constant need for
corporations and merchants to beg us to, "Like Me,” is beyond a
simple annoyance. You can't buy a product or engage a service without getting a
request to respond to a survey. Again, and again if you don't comply right away.
"Like Me, Like Me, Nourish My Insecurity," is what it says
to me. Driven by corporate executives at the highest levels who don't really
know how to run their companies, so they use their customers to do that for
them. And, to punish employees for the bad policies created at the top that cause
poor marks on customer surveys. Employee raises, performance appraisals and
bonuses are determined by survey data. Companies aren't run with knowledge
and experience of upper management. Nor with input from front line employes. Companies
are run by data, not a passion to provide the best product or service.
Companies, the big ones anyway, are focused on short term financial results,
which often leads to long term decline in customer satisfaction. And eventually
to long term financial loss.
As soon as I get bugged by
a business, begging to be told how they did, I lower my satisfaction level of their
product or service. The company would be much better run if the management team
took the time to actually be a customer on a regular basis. Then, they
would know how to configure the delivery of their product or service. It would
be especially enlightening if they called their customer service phone
lines and experienced the endless queues and dreadful music, as they wait like
we do, to finally talk to a person! They could do their own survey and leave us
alone.
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