Better can’t make your life better
Oh man, what an afternoon. The following experience highlights very clearly the widening chasm of quality of service between ‘the little guy’ independents and ‘the big guy’ corporate chain stores. As you all know, the little guy is being swallowed up because his prices are too expensive and he is not efficient enough; the growing cancer of chain stores devours the independents and replaces them with plastic, bland box movers where once we had retailers.
Anyway, I had two chores to do this afternoon. One, to get a guitar set up and another fixed, for which I needed to find a guitar tech. The second, to buy one of those tiny laptops with roving broadband from Curry’s.
On the way to Curry’s, I spotted a custom axe in a bong shop and noticed a business card that read ‘Neil Allen Guitar Technician’. Brilliant. I wandered inside, impressed with the cornucopia of pipes, tobacco, bongs, but mostly pipes and tobacco of the regular kind. This shop was in tip top order, neat, super clean, all the bright work gleaming. Behind the counter stood a hippy looking dude who looked like he’d seen the best and worst of the ’60’s, and I asked him for a business card for the guitar tech. ‘Certainly!’ he replied brightly, and fetched a card and came round the front of the counter, hand extended in greeting. ‘I’m Neil, the guitar tech’. Brilliant!! I explained what I needed doing, arranged a time to meet, gave my name and off I toddled, the task nicely in hand.
Next, into Curry’s. Bit grubby, loud, bright, horrible RnB music on rotation and some pretty disinterested or maybe just stressed out staff. I managed to catch the eye of one without inconveniencing her too much and asked for info on the laptop I wanted to buy; between stifled yawns she got the basics accross and gave me some printed sheets to read. No demo, no closer look, nothing. I thought, well, I need this, so I’ll go for it anyway. Couldn’t attract the girl’s attention a second time, so went with the male assistant. Started off OK, but after an entire hour of piddling about, he announces that the number he needed to configure the computer to the T Mobile sim was missing. That’s an entire hour looking at the bottom of a laptop before reaching that conclusion. They cannot sell me the laptop. Now, the store is closed, but the Truro store is open and they have stock, and once again we are making progress. I’ll hand it to the guy, he offered to drive to Truro to pick the laptop up so I could collect it in store tomorrow. We were just about to finalise the sale when the store manager, standing at another terminal, announces that the ’server is now down, no more sales’. So that put the kaibosh on that then, we couldn’t complete my sale - the entire hour wasted, now I have to go back and repeat the whole application process again. Fucking idiots.
Not everyone, but a lot of people in these big chains really just don’t give a shit. The customer to them is an annoyance without whom every worker would be so much better off. The staff are totally unwilling to think laterally or to yield a little to make your experience any less unpleasant. They delight on reciting ‘company policy’ just to make your life fucking difficult. You find yourself looking at these people and wondering what exactly is going on in their lives; what are they spending their wages on? Does it make them happy? If one’s life is a business, is it worth them carrying on trading as it were?
There’s so much wrong there and this blog only has a capacity of 100mb so I’ll wrap it up now. All this has reinforced my opinion that it’s the quality of service and experience that you remember long, long after the £10 or £20 you’ve saved. All of this stuff is consumer junk we can live without anyway, and all you really do with your money is spend it on consumer junk so effectively that makes most of your money totally worthless. So if we have to spend it, how much we spend isn’t an issue, what is is how much of our lives we are wasting standing in lines under flourescent strip lights waiting to pay for it. Put me in the bong shop anyday.