#5. Department Stores
- You can never find someone when you want.
- They are generally over-priced and they don’t have enough trust for me to believe them when they say they have a bargain.
- If you ask someone for assistance they invariably pass you on to some one else or point you to where you should go.
- The Kath & Kim characters are actually quite typical of the service environment: I feel judged before I am served.
- The worst thing about department stores is that they actually think they provide good service when the opposite is true.
# 4. Doctors
- Even if they still take appointments, they never keep them anyway. The bigger ones are just arrogant enough to say ‘come and wait your turn’.
- While you wait, they ‘entertain’ you with magazines that are 2 years old – and probably infested with germs.
- The place smells like …
- They ask for your Medicare card before they’ll greet you.
- The doctor asks you ‘how are you today’ – what a stupid question for a smart person to ask.
- Then, when you respond, they interrupt you in 17 seconds (according to research I read once, somewhere – and I believe it.)
- It feels like they are doing it for the money – and they probably are.
(Pharmacies are a close tie because not only do you have to do what is invariably quite personal shopping purchases in a supermarket-like environment; to top it all if you are sick and have to wait for your script, you don’t have anywhere to sit.)
# 3. Getting a Tradie (tradesman - or woman for the non-Aussies)
- It is impractical to get multiple quotes because it would take you a week. And they know it and quote accordingly.
- Your schedule does not count, all that matters is there availability and their schedule.
- What they say there availability is and what it actually is - are two different things.
- What they say before the job and what they say after you have committed is very different.
- Have you ever tried to get them to make good on a warranty?
# 2. Mature-age fashion purchases
(When considering this list of issues, bear in mind that the customer is over 45, going though certain lifestyle and physical changes.)
- The stores are badly lit
- The cubicles (dressing rooms) are too small.
- People can see your legs – and the fact that you just pulled your pants/dress down to your ankles.
- You are served by a Gen Y, that has no idea of what really suits you or what is appropriate
- The sizes are almost invariably too ‘young’
- They ask if they ‘can help you’ but it doesn’t look like they want to.
- When you buy something a little younger, the sales assistant is not averse to suggesting that you are too old.
- Or if they are right (and you shouldn’t be buying it) – they lack the skill to do so tactfully.
And now, drum roll please...
# 1. Service Stations (petrol).
- Poor access.
- Dirty environment.
- I have to do all the work – and pay them for the privilege
- The pumps are invariably set so slow that it takes 5 minutes to fill the tank.
- I know I am being ripped off on the price.
- I have to queue to pay – at a security grill.
- They always try and upsell you junk and it always feels as if they are trying to extract money rather than serve you with an interesting offer.
- They say ‘thanks come again’ when they don’t mean it and they know you have to come back anyway.
Do you agree/disagree? What are your candidates?