RickInOz

Should translate (at least literally, if not colloquially) as “Taking a leaf out of their book”, and in French with reason.

The Gallic socialist mentality has a lot to be admired. If the general populus doesn’t approve of some aspect of governance or policy they take to the streets. Mass protests and wide-scale strikes quickly remind those in control of the true meaning of democracy, that is dêmos Kratos, in other words “the power of the people”.

The English by comparison tend to have a good moan, but lack any real strange-hold on those in power. Especially in more recent years apathy has set in as exemplified by the poor turnouts in national elections.

Now all of that is mere example as the core subject of this post has nothing to do with politics. Instead the above serves to outline my growing ennui with “being British” when slighted by corporations who simply couldn’t care less about customer services.

We recently ordered an item which required courier delivery. Naturally, without prior notification, they tried to deliver it during the 10 nanoseconds neither of us were at home. Fatalistically, I rang their “help centre” and organised the earliest available slot, 48 hours later, that being yesterday. By midday there was no sign of the item, so I rang up again to enquire about its ETA. My temper was quickly triggered when told that the re-delivery hadn’t been scheduled and it wouldn’t arrive for yet another 48 hours. Fortunately the call-taker actually seemed to have a shred of professional decency so promised that I would be phoned shortly by a member of their support team. Unsurprisingly that never happened, so I again rang my helpful insider. She put through an official complaint on their system and her supervisor gave me an assurance that our delivery would be prioritised.

Eventually a call came through from the depot informing me that they had our item but didn’t have anyone available to drop it off. When challenged, the manager admitted that it was listed for delivery that day. When challenged again that a failure to have suitable resources available was his problem and not mine, and that another formal complaint would be forthcoming, he suddenly “discovered” some slack in their system.

And so, after a frustrating day of numerous conversations, veiled threats and unflinching stubbornness on my part, the company finally performed the job they had been contracted for.

Which is a little sad really, that if I hadn’t made a fuss, a culture of stagnant indifference would have prevailed. I wonder how many other people don’t speak up, as I wouldn’t have normally, and tacitly facilitate a decline in customer service and professional pride. This shouldn’t happen and, as an (even more) increasingly grumpy (old) man, I, for one, am not going to let it slide.