Letters (March 01, 2002)

Dear Editor:

I believe that you have hit the nail right on the head with your excellent editorial on service.

I want to address a few of the causes behind diminishing customer quality service. As you mentioned, the situation where one worker is now doing the work which was done by three in the past, in the name of productivity, is certainly one of them. However, I believe that the main reason is lack of motivation and low morale among a lot of those in the work force today. This problem by itself needs root cause analysis. A survey asking the question, “Would you leave your job if you get the opportunity?”, might reveal surprising results.

Lack of charisma and leadership left a lot of our companies with managers only. It is true that those managers are task oriented in the majority of cases, but we cannot say about all of them that they are builders of enthusiastic teams that relate to their company and its overall success.

Another cause might be the customers themselves. Looking only at the price has lead to closure of many good suppliers who could not compete on a price basis only. In reality a lot of experiments in cost cutting proved to be disastrous.

I do agree with you that the picture of service in our day is a great opportunity for companies and individuals that put customers and potential customers in the forefront of their agenda. What you have written is a wake up call which I hope will be heard by us all.

Nabil Mustafa, vice-president

Horn Ventures International Inc.

Dear Editor:

Just wanted to let you know that I found your January 2002 editorial on service in Canadian Plastics extremely thought provoking. Your comment that in many instances service has been out-sourced to us caused me to instantly recall many examples of bad service provided by commercial and industrial establishments where your statement described the situation perfectly.

I also had a similar experience last week to that of the purchasing manager in your editorial who couldn’t get a response for product line information presumably for a potential purchase. I was trying to get a local company to investigate a supply contract for a new plant being proposed for Manitoba. It amazes me to think that the lack of customer service with some businesses has sunk so low that they would not return calls obviously dealing with future sales opportunities.

Finally, I will be interested to see if your prediction of service being the next huge business paradigm is correct as evidenced by the proliferation of consulting gurus with books and seminars across the country on the subject.

Keep up the thought-provoking columns.

Bob Brennand, Senior Consultant<

Manitoba Industry, Trade and Mines