R.I.P. Customer Service

Yes, folks. It is now officially official. Customer Service is dead. Pile customer service’s dead carcass high with all the other stuff that used to be important to American consumers and producers: margin, value, and longevity. The tied had changed and there’s no going back. Customer Service, it was nice knowing you.

Jeff Pulver has experienced the same frustration with Best Buy that I have. But why? I’ll tell you. There’s no margin on big-ticket items at any retail store any more. Between Gregg, Best Buy, and the other regional and national chains, there’s no room for a service premium because American consumer have been conditioned to care about only one thing: price. And that’s pathetic. Even service businesses have poor customer service: now how the heck do you survive in business if you can’t execute on the basics?

As Robert Plant once sang, it really makes me wonder.

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