Wednesday, November 20, 2013

Numbers are highly overrated

I’ve done several blogs about how misdirected the focus on customer service has become in America.

Don’t misunderstand me: I think good customer service is in line with the golden rule. You remember that one? “Do unto others as you would have them do to you.” The world would be such a better place if everyone treated everyone else nicely.

Today my wife and I were at a store. As she was looking at different items, I sat down. On the table next to me was the following picture:

(If you look close you can see a reflection of me taking the picture.)

There are 7 different rating scales, yet numbers 1-5 all have a frowny face—the same one. 6 and 7? Smiley faces—the same one.

I know enough about how these customer service scores work to know that this means anything 5 or lower is considered “bad.” 6 or 7 is “good.” So, are there really 7 different levels of service, or just 2?

Maybe I don’t understand how numbers work. I thought 1 was different than 2. And 2 was different than 3. And so on and so on.

I shouldn’t be surprised when I come across something like this, but I am. Maybe the optimist in me hopes that one day someone will realize just how stupid this is.

Or perhaps, the people who invented this way to measure an employee’s performance are the descendants of the people who created this ad back in the day:

This is a real ad. Here’s what the text says:

“For a better start in life start Cola earlier!

How soon is too soon? Not soon enough. Laboratory tests over the last few years have proven that babies who start drinking soda during that early formative period have a much higher chance of gaining acceptance and “fitting in” during those awkward pre-teen and teen years. So, do yourself a favor. Do your child a favor. Start them on a strict regimen of sodas and other sugary carbonated beverages right now, for a lifetime of guaranteed happiness.

Brought to you by The Soda Pop Board of America.”

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