Tag Archives: client

The Glitch of the Week

A close up shot of a computer keyboardIs it just me or have some eCommerce systems suddenly gone glitchy?

Just as I started settling into retirement, enjoying more free time to relax and to enjoy life, I regret that some of that reclaimed time is getting gobbled up, cleaning up after glitchy systems.

It seems that at least every week or two, I am on the phone (or communicating via chat-boxes) with different companies about system issues.

For example, I had an order cancelled without notification to me (and I was still waiting for it, weeks later). I had an order shipped to a nearby store location, but no notification that it had arrived (and was soon to be shipped back). I had several orders marked “undeliverable” when a given company had delivered parcels to our house countless times before.

Of course, none of these situations were catastrophic by any stretch of the imagination. There are far more serious problems in the world, and I do try to maintain a level-headed perspective in light of these situations.

I completely understand that mishaps happen and I am always willing to offer the benefit of the doubt. But when there seems to be surprising regularity to these mishaps, not isolated to a single company, it does make one wonder what is going on in the world of system development.

Have systems been ramped up too quickly to handle the onslaught on online shopping during the pandemic?

Are systems properly designed for every eventuality? Continue reading

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When Did Everything Become an “Experience”?

Back in my school days, I was a huge fan of marketing classes and thought that one day I might want to work in advertising. Life took a different spin and I didn’t end up working in that field, but I still had the opportunity to put some marketing know-how to good use in the field that chose me.

Just the same, as much as I bow to the wisdom of the marketing masters, I really don’t understand when or why everything suddenly became an “experience”.

Picking up something at the store has become a retail experience. Getting a bite to eat has become a dining experience. Music is now a listening experience and movies are now a viewing experience.

Did everything have to become an experience?

I was amused when I recently visited an establishment and noticed a poster prompting readers to tell management about their experience. The odd thing is that it was posted in the men’s washroom.

What would I have written back? Do they really want a description of my bathroom experience? (Careful what you wish for! Creative types with a sneaky sense of humour might actually take you up on the offer.)

“My approach to the urinal was a pleasant one as the aroma of disinfectant pucks filled my sinuses with a gentle, welcoming blend of lavender and chlorine.

The automatic flushing mechanism was very effective in bathing the urinal in a fresh cascade of water, reminiscent of a serene waterfall, a perfectly choreographed three seconds after I stepped away. I couldn’t have cued it better if I had flushed it myself. Continue reading

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My New Year’s Resolution for 2019: Expecting More

New Year's festivitiesWhen I attended university 35 years ago, majoring in business administration, the book “In Search of Excellence” written by Tom Peters and Robert H. Waterman, Jr. was often referenced as a case study in best practices.

As a student in the 1980s, the book resonated with me. I was particularly in awe of the innovative concept of seeking input from clients and front line employees for simple yet effective ideas for enhancing the quality of products and services. The concept’s success was further demonstrated in the documentary movie that was making the rounds at that time.

“In Search of Excellence” was probably the book that inspired me most to pursue a career in business. Even as a young man, I was moved when a business (a store, a restaurant or a service) valued quality and worked a little harder to achieve it. This was (and still is) an important value for me and it appealed to me to think that a business career could revolve around the theme of quality.

But when the business world constantly hungers for a competitive edge, management principles are ever-evolving and replaced by new theories and best practices. And as a consumer, I am saddened that quality has been caught in the crossfire.

Some products don’t seem to last as long as they used to, despite the call to be more mindful of our use of landfills. Some stores are ghost towns, where it is impossible to find assistance when I need to ask questions or to get a product from a high shelf. And when I am able to find assistance, on some occasions I am given wrong directions or wrong answers.

I have also noticed some products I buy often getting cheapened by cutting corners on workmanship or incorporating cheaper materials. It is very disappointing. Continue reading

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