It ain't what it used to be...

... could probably describe a lot of things but right now, for me, I'm thinking it aptly describes Customer Service at many retail outlets.

There's no doubt in my mind that some time in our recent history people actually cared about the outcome of their jobs, how they performed, how they interacted with others, etc. Maybe it's called pride in a job done well. To me this is fundamental to a prosperous business. Fundamental and not at all optional.

Case in point for me - my recent experience with a local John Deere dealer. I'd purchased a not-so-cheap riding mower from them last summer and over the course of 5 months I had some pretty significant outstanding issues ranging from no keys upon delivery, the wrong mowing deck, and no owners manual to some o-ring blowing out in the carb causing it to flood. The local dealership was no help - from missed delivery dates to not returning my calls or emails. I received a call from a regional customer service representative at John Deere corporate after I blasted the local dealership on a survey card. He seemed genuinely interested in resolving my issues but... he's a customer service guy. That's HIS job. I expected he would take it serious. The problem children are the local outlets and the employees there. They are the true face of the company. And that face told me "Thbssssttttt!"

In the end, they felt like it was worked out and I was left thinking I can't recommend this company to anyone because they really don't care. I was dished out some "We're sorry" and "I'm sorry" phone calls from the goobers at the local dealership but it wasn't sincere. It wasn't "without flaw". No, it was coerced by the corporate office.

What can be done? I honestly don't know. If you tried protesting establishments that have crappy customer service you'd likely find it difficult to spend your money anywhere.