It’s time for another of Voss Graham’s Rants or as I like to think about them – Doing Things Right Rants. This time it is focused upon Customer Service or the lack of it from people and companies. While over the past couple of weeks since my last rant, I have witnessed several customer service or just customer related neglect that I want to use to as examples of customer abuse. Continue reading ‘What has happened to Customer Service?’ »

Okay, one more rant from me and I will get back to business topics. Yesterday I wrote about thinking more. Today, I’m writing about using Common Sense more and the true meaning of intent. So here’s my story:

Last night I was at my favorite restaurant with my wife and ordered a drink before my meal. To my surprise, I was carded! Now for some of you reading this being carded is no big deal. Well, it was for me since I am 60 years old and passed the 21 barrier many years ago – and it shows! Therefore, I asked what was the reasoning for type of action?

I was told several reasons: 1. Everyone is carded now. 2. We have to ask everyone to show “current” ID. 3. The ABC board is using stings to catch servers breaking the law. 4. A new law was passed making it the responsibility of the servers to check for “expired” IDs. 5. We are honoring older customers by asking for their ID. Okay, only four of the five are real – sort of like the real situation.

Here are my thoughts about this injustice and lack of common sense by some administrator or lawmaker. There is no common sense reason for this type of rule. To force one of the lowest paid workers to have to work in fear of being arrested or fined because they didn’t ask for ID from a person who is several decades past the minimum age to order a drink is just plain wrong AND STUPID!

The intent of the law – if using common sense – is to keep young people from drinking before they are of legal drinking age. That is okay as a law and should be a focal point of training in restaurants. However, to use these same people to “catch” people who have not maintained a “current” ID should not be a law or rule. And, to harass servers by using stings to catch one who did not ask an older person for ID is really stupid.

Customers should not be harassed while relaxing at their favorite restaurant because some bureaucrat decided this would be a method to “catch” people breaking some rule. What this really boils down to is let people enjoy their time out in the marketplace without harassment. Common sense could rule the day – if you look older than say 30 no carding. If anyone looks younger or if you are not certain – ask for ID.

This entire situation is due to someone deciding to be sneaky and have someone to “blame” when others do not follow base rules of civilization. To blame a server for someone not having a current ID is ridiculous. It’s bad enough that the terrorist have made simple tasks difficult – such as getting on an airplane, visiting an office building or a government office. But to make restaurant servers fearful to the point of asking 60 year old people for ID – well common sense has been eliminated as well as thinking.

Have a Happy Easter and Weekend.

Okay, it’s time for me to rant about things that I don’t understand. During the past two weeks I have had to deal with “stupid” customer service issues from several different organizations. It amazes me that people are not allowed to think about what they are doing or just refuse to think while using “rules” as their excuse – eh – reason.

While I know I’m not perfect, I will attempt to think about the issues before I act on things. However, when confronted with rules – people can not think or even use common sense.

In one case, after I raised the issue about a “rule” that appeared to only be a revenue generator for the company I learned that a manager actually asked about the rule. The manager learned that it was one of those “rules” that was unwritten, unknown as to when and why it was implemented, and no one could explain the reasoning for the rule. This is a clear example of no one taking the responsibility to question a rule that only aggravated their clients.

There have been several other examples of “stupid” rules that I have had to deal with over the past two weeks. My question is why do people (who are educated) not thinking and taking action? It appears there are four  reasons: Continue reading ‘It’s Time to Think for a Change!’ »