Customer Service, Government Style
(2009-12-02 at 17:48:21 )

Customer Service, Government-Style by Bill Barnwell

There are a number of well known differences between the public and
private sectors that prompt much philosophical debate. An often-
overlooked area is the "customer-service" that these two spheres provide.
While private businesses have to at least put on a facade that they are
sensitive to customer issues and complaints, the public sector does not
exactly have a reputation for strong customer service skills. The reason
is they do not have to, and they know there is little you can do about it.

I personally try not to be a difficult individual when I go into
restaurants, stores, or wherever. There has to be a really flagrant issue
of poor service or disrespect for me to complain. I have a problem with
the growing trend of impoliteness amongst people, and a demanding
attitude that is abusive to people in positions of service or lesser
power. Still though, the opportunity to address complaints to management
or to demand good service from providers is a positive check and balance
for private business on a whole.

The other day I was at a restaurant and the food was taking far too long
because of a back-up in the kitchen. This was not helpful for me because
I was in a hurry for an appointment across town. When the waitress came
to inform me that the wait was going to be longer than usual, I gave a
polite response. After all, it was not as if it was anyones fault in
particular, including hers.

Apparently there was some sort of frustration in my eyes that I did not
intend to outwardly convey. As a result, the waitress apologized for my
inconvenience. The apology was unnecessary but her attentiveness to my
situation caused me to offer an even larger than standard tip.

I contrast this with just about any visit to any government-run entity.
There nobody behind the counter cares about your schedule or whether or
not you are in a hurry. While there are always exceptions, as a general
rule, government employees are not very concerned whether or not you
felt you had exceptional customer service.

This is nowhere more evident than in airports. The past couple of years
my wife and I have done a good amount of traveling to break up our busy
schedules. Almost every time I fly, I am always fortunate enough to be
stopped for random bag searches. OK, I get that these have to be done,
but can you treat me with basic social politeness in the process?

Authorities for the TSA stand around the airport looking menacing to
everyone who walks by. There is hardly ever a smile, hardly ever any
social niceties, or much else that demonstrates common courtesy. That is
including those working in non-security related positions. Nothing makes
me dislike traveling more than being ordered around like cattle by
government employees.

Customs officials are amongst the worst offenders. I am sure it is not
very exciting to ask routine questions to hundreds of travelers, but the
attitude conveyed by these public officials to regular people would never
work in the private sector. In the private sector, people have jobs that
have unexciting aspects, or require repeated routine tasks that deal with
customers. If their management is smart, they would not tolerate
employees treating customers rudely or with disdain. Consumers typically
shift their business elsewhere when they have options, choices and can
choose to take their business to places they feel offer a better service
and/or treat them with basic dignity.

The above example involves airports, which can be linked to security
threats, hence the need to be Tough. Let us then move on to something
much more mundane: your local DMV or Secretary of State office. Or just
about any other government run office.

My experiences in the Michigan Secretary of State offices, no matter
where I am at in the state, are rarely very positive. What you will often
find is long lines and typically slow and rude service behind the desk.
The last time I visited to renew my license I was practically yelled at
by the person behind a desk for not noticing that they were waving me
over from across the room and I did not get over to her fast enough.

The issue is not that government employees who act like this have no
feelings or are all around awful people. They just know their jobs are
often not dependant upon the way they treat people, or their jobs
correlate in some way to attitudes that are demeaning to others. In the
private sector there is financial accountability for employees who
mistreat customers. Bad customer service negatively affects sales and
business. Thus, it is in the employees financial and career interest to
treat paying customers well.

This is not at all the case when dealing with public sector employees. In
fact, even doing things that you are supposedly allowed to do can get you
into trouble, like asking for a police officers badge number, which just
annoys most of them and may invite even more harassment from an officer
with a chip on his or her shoulder. The store manager has to at least
pretend your complaints are valid and listen to you. The bureaucrat,
public sector supervisor, or police chief does not have to offer you the
same courteous treatment.

All the more ironic is that it is the private citizen who is paying the
salary for the police officer, customs official, postal employee, DMV
employee, etc. While these critiques of public officials is an obvious
generalization - yes, we all know there are exceptions to these sorts of
behaviors - they are seen as generalizations because this is the General
experience many citizens report when dealing with public employees.

The challenge is for the private citizen not to retreat into anger or
resentment, but live by the Golden Rule of human kindness in social
interactions anyway. For the public employee, the challenge is to treat
others with respect, instead of defaulting towards an attitude of power
or position, even though your income is not dependant upon treating
people respectfully.

As another general rule, the private sector produces while the public
sector consumes. At least show some respect and thanks for those who are
paying your salaries. December 2, 2009

Bill Barnwell is a pastor and freelance writer from Michigan. He holds
both a Master of Ministry degree and a Master of Arts in Theological
Studies degree from Bethel College in Mishawaka, Indiana. Prior to
entering the ministry he studied Political Science and Social Science at
Michigan State University and Wayne State University and was actively
involved in local and state campaigns and consulting.

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