What’s happened to customer service?

Yesterday I waited over 30 minutes for my pickup order in the lobby of my favorite local restaurant.

For the last few months, when I go to the grocery store, even if an associate scans my items, I bag my own groceries.

A few days ago, I was on hold with my airline for almost 4 hours before I got to speak to an actual person.

What is happening to customer service?

We all know the answer. With hiring notices posted everywhere we go, we know that businesses as a whole are short-staffed. Service businesses, especially, don’t have enough people to provide quality assistance.

According to the Bureau of Labor Statistics, by the end of April 2021, job openings rose to an unprecedented 9.3 million. As a result, the market has shifted violently from an employer’s market to an employee’s market. To attract both employees and customers, businesses leaders are getting desperate.

In this environment, it’s more important than ever to stand out.

Need help thinking through how to achieve this, especially with limited resources/workforce? Give us a call. We have helped companies pull out of very challenging situations in the past, and would love to apply what we have learned to your business.