Home > Ideas and Philosophy > Feeling Helpless with Bad Service

Feeling Helpless with Bad Service

I hate it whenever I find myself in a situation where there’s literally nothing I can do to fix a problem from my end.  This happens when I’m completely dependent on a service provider to resolve an issue, for only they have the power to do such on their end.

Nothing in this world is perfect, so things are bound to break sooner or later.  How a service provider responds to those times when issues come up show how important, or not, they regard their customers.

What makes matters worse is if the service provider can afford not to care and resolve the issue on a sense of urgency.  This happens when they have many other customers who are also dependent on them, and such have no other alternatives, so they know they have a captive market at their mercy.  It happens when there is no incentive for them to provide good service.  And it also happens when there are no penalties incurred if they provide bad service.

I hate feeling helpless when dealing with bad service.  It’s truly a horrible feeling not to have any control over a problematic situation, made worse sometimes because you don’t even know what’s happening in the “bigger picture” that’s causing the problem.  Nobody wants this.  And in a perfect world, which we’re obviously not in, no one will have to tolerate it, for ideally such shouldn’t even exist.

It’s sad to see that sometimes action only happens if enough noise is generated to force a service provider to do their job.  It’s obviously terrible whenever you need to resort to manipulation via social media or other traditional means to get things done.  And it’s not fair if something happens simply because you happen to be somebody in society; the average person with the same issue will not be as lucky.

There’s not much that can be done at times.  The most that I can do is follow-up and hope that they have a sensible update to give me – assuming I’m able to reach them in the first place.  It sounds like a simple solution to just take your business elsewhere; ideally this will work, however depending on one’s circumstances it’s sometimes not as simple as it sounds.

As much as I hate adding stress and negativity in an already stressful and negative world, oftentimes the only recourse at my disposal is to complain.  If this is the only approach that can be done, exhausting all other options like fixing the problem myself and what-not, then I might as well generously utilize it as much as I can.  For as long as no one complains, people will think that everything is okay when it isn’t, and no change can ever be effected to rectify an issue.

Ironically, sometimes you know your product or service is good if no one talks about it.  Or rather, no one talks about it negatively.  It seems counter-intuitive, but there’s some truth in that.  If your product or service is good (or at least good enough) then it speaks for itself.  Everyone is satisfied, and everyone can move on with their lives.  I can only hope that service providers are consumers of their own products and services, just so that they know how bad they can get when an issue comes up to impact them, but this might be asking too much.

At the end of the day, I just want them to do a good job – if not out of a sense of pride, then just so that they can get an angry customer to shut up and leave them alone.  Their job might be a lousy one, but for as long as they’re paid and expected to do something or provide something, then people expect them to do or provide it.  And if they can’t do or provide it then they should get out of the business.

For what it’s worth, for as long as people complain about a service provider’s product and services then it means they actually still care.  This in turn means there’s still hope that they would continue to do business with them.  And ultimately the best way to silence any complaint is for them to do their job well and provide the product or service requested as best as they can.

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Categories: Ideas and Philosophy
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