This is a repost from a blog posting I wrote in 2008. I don’t go to Taco Hello now either, but I like the rant so I’m reposting.
The Customer is Always Right. I used to see this sign in businesses. The theory behind it is a pleasant one, although I usually only saw it invoked as a means for bullies to treat customer service representatives like crap. But today, it seems the idea has gone completely out the window. It’s like stores don’t give a shit anymore if we don’t patronize their businesses; 800 people will be standing in line behind us if we don’t like the service that we get. It’s this way with stores, restaurants, customer call centers, you name it. I don’t eat out much. For one thing, it’s expensive as hell. For another, I heard Portland has had an outbreak of Hepatitis A and that it is often spread by restaurants. Since I had to get a shot in the butt in 1990 for an e-coli outbreak, and the thought of eating someone else’s poo is just more than I can manage, I avoid restaurants.
But sometimes you’re across town and starving as hell and ready to run people over your blood sugar is so low and you’re willing to eat all the things you wouldn’t normally touch from a mile away because you’re that hungry. That was me today. I recognized intellectually that I felt like a wretch and I didn’t care because I needed food. So I went to Taco Hell. Yeah, I know it’s gross. But it’s cheap and they have this burrito with rice in it and I don’t get cheese so I went. The service was horrendous. The charming “customer service” representative who took my order informed me that the burrito I like “cannot be grilled.”
Huh? I told her when I’ve patronized the Taco Hell by my house they always grill it for me. Well, she sneered, that’s another franchise. Uh, okay. Small problem. When I’m hungry, I don’t care how big a bitch I am, at least when I’m that hungry. And I was that hungry. But I’m working hard on living in the moment and I did not want to be the bully customer who makes a worker feel like shit. I sat there in my car waiting to pull up to the window and thinking how irrelevant all this is and what a waste of my energy, but I was still getting annoyed. So I decided to be calm, but I still wanted to know why can’t they just grill my fucking burrito?
I pulled up and asked the kind lady how come they couldn’t grill my burrito. She said it is just a store policy. I said that isn’t an answer, it doesn’t tell me why the policy is in place. She said she didn’t know. Across the way a man who was probably a higher up manager because he wasn’t wearing the fancy Taco Hell outfit but instead had on a cheap shirt and tie came over and asked the problem. I started to say there wasn’t a problem, I just wanted to know why my burrito couldn’t be grilled. He said they are not allowed to grill them, company policy. I said that I get them grilled at the Taco Hell by my house. He said they aren’t supposed to. Then the girl helping said something to him and he turned to me and said it was a health issue. Huh? I said how in the world is it a health issue? He said it’s like giving them a cup and asking them to fill it. It has my germs on it. I was VERY confused at this point. My lack of blood sugar addled brain couldn’t quite muster what was going on. I said how in the world can it be a health issue to grill a freaking burrito? It’s in the restaurant, you put on all the ingredients. I never touch it. He just walked away.
At this point, I didn’t give a shit if my burrito was grilled or not. I just wanted to eat. I sat and waited until the girl handed me the bag. I asked for my water and drove off. I pulled to the side of the parking lot to eat it and it was grilled. Weird.
The main thing I kept thinking about after all this was that had I threatened to take my business elsewhere, they would have said fine, go ahead. We don’t need your two dollars. Companies have gotten so big that the customer isn’t right anymore. Everyone puts up and shuts up about crappy customer service because there is nowhere else to go where it will be any better. This is another byproduct of our one-size-fits-all one dimensional corporate society. Hate waiting on the phone on hold for 20 minutes when you call the phone company? Fine, go somewhere else. And while you’re at it we’ll charge you $200 because you’re in a lopsided bullshit contract. Hate the piece of crap you bought at the Dollar Store? Too bad for you. No refunds. Who cares if the state law allows you to return a defective item to a store with no refunds. You planning to sue us over a dollar? Don’t want to wait in line at a store with no employees? Fine, leave. Better yet, stand in line for 10 minutes, then leave. See if we care. Want your burrito grilled and we won’t do it? Go fuck yourself. We don’t pay our workers enough to care. We don’t hire enough workers so they’re all pissed off all the time. Go somewhere else. Again, see if we care. That’s capitalism. It leaves no one alive.
I know this is a cynical bitchy rant. I shouldn’t complain without offering some solution. But I don’t know what the solution is. I go out of my way to avoid patronizing monster corporations, but sometimes it’s inevitable. Sometimes it’s just being so damn hungry I’ll eat a rat in the gutter or Taco Hell. Those are the times those places get my business. I never go to Walmart or McDonald’s ever, and I mean never. They could be the last businesses on earth and I wouldn’t go there. Maybe there isn’t a solution unless enough people say enough, and judging by the lines in SkankDonald’s and Taco Hell or the mass of cars in the SkankMart parking lot, that isn’t going to happen anytime soon. In the meantime I guess I’ll rant on my blog.