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Speaker 1: He's night side with Dan Ray. I'm WBS Boston's Meat Radio.

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Speaker 2: Well.

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Speaker 3: A couple of weeks ago, we had an interesting guest

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Speaker 3: during our eight o'clock hour, and I thought that it

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Speaker 3: would be important to have him join us for a

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Speaker 3: little bit of a longer conversation. He's an author. His

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Speaker 3: name is Amas Tanuma. He's written a book, Hold the

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Speaker 3: Suffering Economy of Customer Service, which is perfectly a perfect title,

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Speaker 3: and the Revolt That's long overdue. Amas. I am with

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Speaker 3: you on this. I have no idea what has happened

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Speaker 3: to customer service in America, but I know it's been bad.

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Speaker 3: It's been very bad. How are you tonight?

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Speaker 4: I'm doing great, Dan, thank you so much for having

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Speaker 4: me again. I've been looking forward to this conversation.

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Speaker 3: Well, i'll tell you it was funny. After our conversation,

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Speaker 3: I was recently at a I'm not going to mention

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Speaker 3: the name of the pharmacy, but a big pharmacy here

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Speaker 3: in New England. Everybody knows it by its three letters.

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Speaker 3: And I noticed that at the pharmacy. Now, when you

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Speaker 3: go up to be served whatever, you no longer just

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Speaker 3: tell the person behind the counter your name and birthdate.

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Speaker 3: You have to enter on a screen your name in,

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Speaker 3: birth date, and whatever other information they want, and then

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Speaker 3: there is no service person at the counter. All of

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Speaker 3: a sudden, the pharmacist who has been working filling prescriptions

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Speaker 3: behind a second counter has to walk down to interact

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Speaker 3: with you, as the customer who is there to pick

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Speaker 3: up your prescription. And it's the pharmacist who you would

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Speaker 3: like to think would be able to focus his or

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Speaker 3: her attention upon filling a prescription properly, meaning having the

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Speaker 3: right dosage, whether it's five megagrams or fifty megagrams, and

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Speaker 3: the number of pills that the doctor has ordered. But

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Speaker 3: now the pharmacist, at least on this day, was put

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Speaker 3: in the position the first come first comes the you know,

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Speaker 3: the human being, you know, customer service personnel. They disappear,

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Speaker 3: and these little computers are up there, these little laptop

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Speaker 3: computers that you have to somehow figure out how to use.

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Speaker 3: Whether I'm conversing with computers with laptops, so that's fine,

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Speaker 3: but a lot of people aren't. And then the poor

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Speaker 3: pharmacist is now doing double duty, not only actually doing

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Speaker 3: here's or her job as a pharmacist, but they also

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Speaker 3: now have to do their job as a customer service personnel.

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Speaker 3: When does it end of us?

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Speaker 4: Listen, you're you're getting at one of the big themes

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Speaker 4: that I think people miss that back customer service is fact,

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Speaker 4: it's they are turning us into unpaid laborers of these

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Speaker 4: giant corporations. Like we are a bag in our own

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Speaker 4: groceres not made.

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Speaker 3: We're also we're going I insist on going through the

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Speaker 3: service line so that I actually can interact with a

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Speaker 3: human being. And so if all of a sudden something

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Speaker 3: is miss is wrung up incorrectly. I'm also told I've

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Speaker 3: read some surveys which say that these stores that have

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Speaker 3: the self service kiosks, right, they're willing to lose a

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Speaker 3: lot of money and prose to pill for it.

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Speaker 4: Well, of course, because here's the map. The map says,

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Speaker 4: when you hire human beings at these counters, by law,

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Speaker 4: you've got to pay them, You've got to give them benefits,

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Speaker 4: You've got to do all that. But if there is

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Speaker 4: a let's call it a point five percent increase in theft, right,

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Speaker 4: if you imagine you are a multi billion dollar it

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Speaker 4: still pay pills in comparison to paying those workers. Because

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Speaker 4: guess who is working and not getting paid. You and me,

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Speaker 4: It sounds like Dan isn't one of the suckers who

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Speaker 4: is going to bag his own groceries and go through

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Speaker 4: the deal. But most of us are. We are unpaid

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Speaker 4: laborers at these places.

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Speaker 5: You know what I do?

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Speaker 3: You know what I do. I'm standing Obviously, you've got

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Speaker 3: to stand in line. Then it's sometimes you stand in

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Speaker 3: line to use the self service kiosks. But right, but

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Speaker 3: I'll stand in line and I'll take out my cell

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Speaker 3: phone and I'll return some text messages, I'll go through

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Speaker 3: my email. I will use that time while I'm standing

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Speaker 3: in line for my own personal benefit. And then when

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Speaker 3: I get up there, I bag my own groceries. Okay, yes,

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Speaker 3: I like to know that the heavy items go at

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Speaker 3: the bottom of the bag. And in an earlier my

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Speaker 3: first job, amas paid job as a fifteen year old

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Speaker 3: was I was a grocery store bagger, and I learned

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Speaker 3: how to be a bagger. And I want to keep

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Speaker 3: in shape because they might come and day when I'm

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Speaker 3: going to need to get another job after radio and television.

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Speaker 4: And I don't think so, Dan.

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Speaker 3: So let's talk about your book. Hold, Yeah, and what

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Speaker 3: are you seeing? I just had to get the conversation going.

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Speaker 3: But I know you know more about this than I

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Speaker 3: do because you've made a study of it. What the

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Speaker 3: hell is going on with this country right now?

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Speaker 4: Yeah, so listen. It took me three years to write

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Speaker 4: this book. The book starts in seventeen fifty BC, and.

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Speaker 3: They have automatic Kiosk.

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Speaker 4: Then they did not.

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Speaker 2: They did not.

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Speaker 4: There was a guide and who was so angry at

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Speaker 4: the customer service he received. He carved four hundred and

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Speaker 4: ninety wards into Iraq and he complained about the service,

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Speaker 4: how long the quality? It read like an Amazon review

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Speaker 4: from twenty twenty five. This has been going on.

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Speaker 3: Is that a true story or you're pulling my lab.

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Speaker 4: No, it's the first. It's literally how I start the book.

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Speaker 4: It's people can go look it up. There's a there's

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Speaker 4: a tablet almost two thousand years before Jesus Christ, right,

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Speaker 4: And so this has been going on. So I did

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Speaker 4: the research through the nineteenth century all the way, so

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Speaker 4: you don't have to because I wanted to know make

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Speaker 4: sure that when we're saying customer service used to be good,

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Speaker 4: it's not something we're making up. And what I've learned

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Speaker 4: is there was a golden age of customer service. And

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Speaker 4: there was a time when customer service was great, and

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Speaker 4: it was because, like in the seventeen fifty BC and

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Speaker 4: times before, this, customer service was all you had. There

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Speaker 4: was no marketing, there was no slick ads, there was

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Speaker 4: none of that. You created a good product and you

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Speaker 4: treated people well and people told other people about it.

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Speaker 4: And that's how commerce was all over the world and

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Speaker 4: in our country for many years until marketing came. And

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Speaker 4: the next thing that happened is we got into the

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Speaker 4: short termism, which is corporations and companies and even smaller

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Speaker 4: ones are trying to maximize profit and squeeze every dollar out.

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Speaker 4: And once they realized that, they decided the best way

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Speaker 4: to do it is, let's eliminate all the parts of

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Speaker 4: customer service that cost money. And most of those things

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Speaker 4: involved you and I talk into other human beings. And

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Speaker 4: so they leaned into the press one, press two on

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Speaker 4: the phone system. Then they leaned into the online, leaned

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Speaker 4: into apps. Now it's AI. It's the same, it's the

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Speaker 4: same trick. And their calculation, Dan is when you buy

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Speaker 4: something and you pay ten dollars for it, inside of

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Speaker 4: that ten dollars is the cost of service. So the

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Speaker 4: companies figure if I can spend as little as possible

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Speaker 4: service in you, I get to keep more for myself

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Speaker 4: and my shareholders. And that fundamentally I mean a as

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Speaker 4: you know, it's a hardcore cover book. There's five hundred pages,

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Speaker 4: but that's the thesis of it. And then I also

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Speaker 4: get into what can we do about it and how

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Speaker 4: we can resolve it. But at the end of the day,

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Speaker 4: you have already started the fight Dan, long before you

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Speaker 4: ran into me, which is it can't be just Dan

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Speaker 4: who is refusing to be an unpaid laborer for these companies.

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Speaker 4: It has to be all of us. And if it's

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Speaker 4: not a collective action, it's not going to change.

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Speaker 3: Well. I have done this issue here on Nightside many

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Speaker 3: times over the last few years. It just boggles my

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Speaker 3: mind idea that we have to spend our time waiting

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Speaker 3: on hold because it's impossible to talk to a human being.

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Speaker 3: And even when we used to know the tricks that

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Speaker 3: you press zero and that would shortcut you, they've eliminated

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Speaker 3: that trick, so now you can press zero one hundred

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Speaker 3: times and you'll still get the same Unfortunately, I don't

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Speaker 3: understand what you're looking for. Could you please tell me

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Speaker 3: into the phone of who you would like to Who

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Speaker 3: would you like to speak with? I want to speak

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Speaker 3: with a human being. As soon as you say the

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Speaker 3: word human being, why don't you try dealing with our

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Speaker 3: bot system here? Oh my god, Oh my god, and

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Speaker 3: you end up screaming into the wilderness. I feel like

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Speaker 3: that guy from seventeen fifty. He probably had no one

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Speaker 3: to complain to, which is why he wrote it in

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Speaker 3: a rock. It must have taken him days to do that.

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Speaker 3: All you could do is scream. And we're going to

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Speaker 3: open up phone lines. We're going to try, maybe tonight

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Speaker 3: to find out some of the companies that have provided

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Speaker 3: horrible customer service. And feel free to join the conversation

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Speaker 3: if you want to. You don't have to be like

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Speaker 3: specific and name the company, but I think we'll know

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Speaker 3: what you're talking about. For example, I used to really

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Speaker 3: love a company. It was a big what they called

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Speaker 3: the big box stores where the people have orange aprons.

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Speaker 3: If you know what I'm saying. I haven't identified the company.

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Speaker 3: And the first time that I ever went into one

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Speaker 3: of those stores many years ago, many years ago, in

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Speaker 3: the nineteen nineties, I was so impressed with the service

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Speaker 3: that you were given because there were people there who

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Speaker 3: would walk you down to the aisle to get what

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Speaker 3: you wanted. I went home and invested ten thousand dollars

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Speaker 3: of stock. I just said, look, this is a company.

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Speaker 3: And it tripled in about three months, and I took

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Speaker 3: my profits and I was happy. So my trip to

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Speaker 3: that particular store, now you know, basically I turned ten

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Speaker 3: thousand dollars into thirty thousand dollars in the stock market

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Speaker 3: in a relatively short period of time. And you can

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Speaker 3: probably go back and if you know the company, look

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Speaker 3: up in the nineteen nineties, his stock was growing. Well.

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Speaker 3: Now I don't go to that company anymore. Last time

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Speaker 3: I went to the company was I was trying to

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Speaker 3: return a five dollar item. This was a couple of

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Speaker 3: years ago. I saw how long the line was to

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Speaker 3: return an item of any type. You know what I

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Speaker 3: did as I took the five dollar item, I didn't

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Speaker 3: throw it on the floor. I walked out of the

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Speaker 3: building and I found someone who was working for that company,

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Speaker 3: who was collecting carts in the in the parking lot,

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Speaker 3: and I went over and I saw that he was

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Speaker 3: an employee of the company, and I gave him my

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Speaker 3: five dollars item and I gave him the receipt and

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Speaker 3: I said, this is my gift to you, and the

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Speaker 3: guy was appreciative. I said, when the line is shorter,

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Speaker 3: go get my money, and it's yours. I've never gone

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Speaker 3: back to that store since I now go to small,

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Speaker 3: family owned hardware stores. I pay a little bit more money,

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Speaker 3: but my blood pressure is much better.

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Speaker 4: Aborth it worth it?

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Speaker 3: Absolutely worth it. A let's take a quick break here.

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Speaker 3: I want some examples from you of the roads that

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Speaker 3: we are going down as a society. And if you're

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Speaker 3: listening to this program and you don't have a customer

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Speaker 3: service complaint, you're a fortunate human being. If you have

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Speaker 3: any sort of a customer service complaint, we'd love to

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Speaker 3: have you join the conversation. We need to start a

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Speaker 3: revolution in this country, and not a violent revolution, but

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Speaker 3: a revolution so that we stop going to the stores

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Speaker 3: that provide no customer service and basically go to the

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Speaker 3: stores that provide customer service. And I think that AMAS

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Speaker 3: would probably agree with me on that. We'll take a

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Speaker 3: break six one, seven, two, five, four ten thirty six

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Speaker 3: one seven, nine three one ten thirty feel free join

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Speaker 3: the conversation. Coming back on Nightside.

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Speaker 1: It's Night Side with Dan Ray on WBS Boston's news radio.

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Speaker 3: My guest is a Maas to Numa. First of all,

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Speaker 3: I assume your book is available through Amazon. Do you

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Speaker 3: have your own website as well or is it just

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Speaker 3: available through Amazon? I do.

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Speaker 4: You can go to Waiting for Service dot com. You

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Speaker 4: can buy an autograph copy or an on autograph copy,

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Speaker 4: and you can almost obviously get an Amazon but go

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Speaker 4: to my site Waiting for Service dot com and you

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Speaker 4: can order it directly there and get a signed copy

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Speaker 4: if you want.

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Speaker 3: Well, that's great, and I'd like to ask that question

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Speaker 3: because a lot of smart authors are now doing that.

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Speaker 3: Let's go to phone calls and see what people have

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Speaker 3: to say about the lack or the destruction of the

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Speaker 3: service industry in Massachusetts. It not only even even at stores.

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Speaker 3: I noticed today that. And by the way, here in Massachusetts,

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Speaker 3: I don't know what part of the country you're in,

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Speaker 3: the masque, but we have an outstanding supermarket chain which

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Speaker 3: has been in the news. It's called market Basket, and

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Speaker 3: people swear by it because there are no Kiosk self

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Speaker 3: paid piss. They have a lot of cashiers. You never

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Speaker 3: have to wait very long and the cashs are friendly.

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Speaker 3: It is one of the most successful supermarket chains in

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Speaker 3: the country.

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Speaker 5: Wow.

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Speaker 3: I was at a supermarket today. I'm not going to

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Speaker 3: mention what it was. And there's a couple of the

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Speaker 3: cashiers there who I know really well. One is Corinne,

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Speaker 3: who is just delightful every time I chat with her.

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Speaker 3: But today I's with a different supermarket person. And while

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Speaker 3: she was waiting for me to pay and then to

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Speaker 3: retrieve my receipts from the register, she looked like she

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Speaker 3: was you know, She's just like tapping her hand back

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Speaker 3: and forth. It made me nervous watching her. It was like,

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Speaker 3: obviously the machine was not spitting out the receipt as

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Speaker 3: quickly as she wanted, but without any eye contact with me,

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Speaker 3: without any conversation, no, not so much as how are

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Speaker 3: you doing today or thank you? She's like tapping the

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Speaker 3: machine and I'm thinking, you're too young to be that anxious.

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Speaker 3: She looked like she was probably twenty two or twenty three.

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Speaker 3: Let's go to phone calls. Pete, my old friend in

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Speaker 3: South Carolina, Pete customer Service. That's an oxymoron. Hi Pete,

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Speaker 3: how are you.

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Speaker 5: I'm fine, Dan, I'm very well This goes back to

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Speaker 5: last week. I had a customer service problem with a

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Speaker 5: monster company that's based out in Seattle, and somehow my

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Speaker 5: credit card number got.

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Speaker 3: Does that company deal with footwear?

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Speaker 5: No, No, it's it's every kind of where what's the company? Amazon?

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Speaker 2: Oh?

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Speaker 3: Amazon? Okay, all right, I think of that. Look you're fine. Okay,

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Speaker 3: So tell us the story, and by the way, say

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Speaker 3: hello to my guests the mass to Numas.

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Speaker 5: This is Pete in South Carolina. Dan and I talk Assam.

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Speaker 4: And good to me. I can't wait to hear this.

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Speaker 4: Go ahead.

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Speaker 5: My credit card wouldn't work. I was trying to buy

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Speaker 5: a book on Audible and I called up and I

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Speaker 5: banged on the zeros and I got the customer service

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Speaker 5: person and he said, well, I can't help you with that. Well,

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Speaker 5: somebody call you right back. And I'm waiting an hour,

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Speaker 5: and then I called again, and then finally I found

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Speaker 5: a guy. I don't think he was based in America,

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Speaker 5: but he spent two hours on the phone with me

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Speaker 5: to resolve the problem. So on one hand I had

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Speaker 5: a bad guy, and on another hand, I got a

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Speaker 5: guy that worked two hours with me. Dan, And the

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Speaker 5: problem was one one of my accounts had an email

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Speaker 5: and the other account had a phone number, and they

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Speaker 5: could not figure out how to take the phone number

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Speaker 5: and delete it and add all of the stuff that

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Speaker 5: was on the phone number account to the email account.

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Speaker 3: I think they would call that merging two accounts.

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Speaker 5: It was thank you. Thank you.

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Speaker 3: Doesn't sound surgery, No it didn't.

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Speaker 5: But it was just it was two hours and I

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Speaker 5: was just getting frustrated, and I was hoping that you

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Speaker 5: would have a program before Christmas that I could call

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Speaker 5: in and goodnight. You hit the nail right off.

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Speaker 3: Do you feel better.

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Speaker 5: Better that? I feel better that I know it went

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Speaker 5: out over thirty eight states, And yes, I do love that.

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Speaker 5: And you know I only call when it when it

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Speaker 5: concerns an item that I feel. You know, I don't

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Speaker 5: call in for local Boston stuff because I don't want

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Speaker 5: to take away from most people. But when it's like this.

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Speaker 3: I got Amass's book. He said that he has some

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Speaker 3: tips in there how to get to a customer service person,

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Speaker 3: and well.

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Speaker 5: Then I will have to buy the book.

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Speaker 3: Yeah.

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Speaker 5: Yeah, I wish you a merry Christmas to the both

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Speaker 5: of you. Merry Christmas, however you celebrate the moss, But Dan,

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Speaker 5: you and I were still going to talk baseball one

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Speaker 5: of these days.

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Speaker 3: Absolutely, well, we we've talked. We've talked talking the last

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Speaker 3: couple of nights, girls hockey and also the demolition of

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Speaker 3: the Boston Arena.

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Speaker 5: I listened to that the other night with Dan O'Shaughnessy

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Speaker 5: and great piece.

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Speaker 6: I read it in the over the internet, and you

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Speaker 6: guys got some great writers up there.

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Speaker 5: I'll tell you yes.

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Speaker 3: The Globe writers in the Globe a in the sports department,

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Speaker 3: trust me on that.

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Speaker 5: I just out it. All right, anyway, that was that

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Speaker 5: was my story, and it just was very aggravating, and

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Speaker 5: it just it's not the way business should be done.

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Speaker 5: It really should. I hate sports students. Get a person

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Speaker 5: on the line and then feed me somewhere. Don't say

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Speaker 5: maybe we can do this, maybe we can do that.

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Speaker 3: Now I'm your page.

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Speaker 5: I agree.

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Speaker 7: Listen.

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Speaker 4: I'm just going to say telling you they're going to

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Speaker 4: call you back is like saying we're going to waste

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Speaker 4: your time later instead of right now. I mean, they

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Speaker 4: could they could staff. They could have the staff ready

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Speaker 4: to resolve whatever your issue is, which in this case

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Speaker 4: sounds like merging two accounts. The real question is, you

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Speaker 4: know callbacks aren't helping you. It helps them show that.

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Speaker 4: Oh you know, if we ask them now, what was

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Speaker 4: your way time, they'll say the way time is short,

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Speaker 4: when in fact they made you wait two hours. But

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Speaker 4: they're not counting that time because you know you're off

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Speaker 4: the line. They can tell Wall Street out. Great they're doing.

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Speaker 4: But again, a callback still waste your time. What we

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Speaker 4: want is put someone there who has the authority and

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Speaker 4: the skills to resolve your issue right then and there,

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Speaker 4: because your time is valuable. And that's what this movement

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Speaker 4: is about, and we're going to worse these organizations to

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Speaker 4: treat us better.

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Speaker 6: Well, when I read your book, I'll call Dan back

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Speaker 6: and then maybe you can start pushing stuff down to

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Speaker 6: South Carolina.

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Speaker 3: Okay, all right, people talk to him. Thanks, my friend,

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Speaker 3: we'll talk to you.

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Speaker 5: And again, I have a merry Christmas, my friend.

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Speaker 3: Thank you very much. Right back at you, by way.

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Speaker 3: I just went on your website here, and this is

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Speaker 3: a very reasonable cost. This is not an expensive book,

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Speaker 3: so and it's got great reviews, so I think that

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Speaker 3: I'll be buying a book too. Let me tell you

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Speaker 3: this is going to be great. We'll take a very

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Speaker 3: quick break here on night Side. We're talking with my guest.

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Speaker 3: His name is Amas to Numa. His book holds the

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Speaker 3: suffering economy of customer service and the revolt that's long overdue.

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Speaker 3: A man who thinks like I think. I like that.

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Speaker 3: We're coming back with more calls right after the break.

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Speaker 1: You're on night Side with Dan Ray on w Boston's

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Speaker 1: news radio.

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Speaker 3: All right, let's get back to the phones. What my

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Speaker 3: guest is Amas to Numa. We're talking about uh an

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Speaker 3: oxymoron customer service. Let me go next to John and brookline. John,

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Speaker 3: we got full line, So I'm going to move everybody

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Speaker 3: a little quickly. You go right ahead.

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Speaker 2: Yeah, that's how I'm always quick anyway. But I want

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Speaker 2: to give ll Bean the number one customer service award.

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Speaker 3: Good.

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Speaker 2: They are so polite and they and they resolve any

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Speaker 2: issue one way or the other with a smile on

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Speaker 2: their face constantly.

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Speaker 3: Well, let me ask Amas, am Amas, you are you

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Speaker 3: familiar with the company LL Bean.

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Speaker 4: I am very familiar with LLL Bean.

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Speaker 3: You can with John's writing.

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Speaker 4: Yeah, they are better than most. I would not say

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Speaker 4: they're terrific, but they're better than most.

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Speaker 3: Okay, Well, I think John thinks they're terrific, but I.

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Speaker 2: Think they're fantastic.

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Speaker 3: Good.

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Speaker 5: Yeah.

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Speaker 2: And one other things, Dan, that you know that you

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Speaker 2: gave the five dollars too. And in the West Roxbury store,

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Speaker 2: I think it was the one the fellow that retrieved

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Speaker 2: the carriages over there. He was a friend of mine,

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Speaker 2: knew him very well. He died two years ago. He

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Speaker 2: started at home depot the first day. You don't want

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Speaker 2: to know what he had in the bank when he

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Speaker 2: passed away.

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Speaker 3: No, No, this was a guy who was at a

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Speaker 3: home depot. Is a home depot in Watertown. It wasn't dumb.

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Speaker 2: This was the one in West Roxbury. He did the

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Speaker 2: carriages from day one up until about two years ago.

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Speaker 3: Okay, well that was a different guy then. Yeah.

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Speaker 2: Nice, but that well being, in my opinion, you've always

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Speaker 2: resolved everything that I've ever asked to kudos.

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Speaker 3: You know what maybe we we'll do is in the

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Speaker 3: next hour we'll talk about bad, the good, the bad

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Speaker 3: and the ugly simple as said, thanks, John, that's a

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Speaker 3: great idea.

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Speaker 2: Merry Christmas, Dan.

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Speaker 3: Merry Christmas to you, John. Talk soon. Let me go

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Speaker 3: next to Carl in Groveland, Massachusetts. Carli row the masque

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Speaker 3: to Numa.

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Speaker 7: Yeah, Hey, Dan, I was on the phone with you

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Speaker 7: last week a couple of times the last couple of weeks. Yeah, yeah,

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Speaker 7: I got three or four really quick ones. Here s

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Speaker 7: one thing I've noticed is when you want to get

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Speaker 7: in to do business with the company, they have somebody

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Speaker 7: who speaks really good English and they know what you're

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Speaker 7: talking about.

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Speaker 3: That's a huge factory.

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Speaker 7: Maybe a week later, if you have a complaint and

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Speaker 7: you call, you can't get somebody to speaks English and

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Speaker 7: they don't know.

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Speaker 5: What you're talking about.

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Speaker 3: That's a problem. A lot of a lot of the

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Speaker 3: customer service reps are overseas as. I assume that does

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Speaker 3: can't help the company. They might save some money on that,

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Speaker 3: but they they occur a lot of aggravation.

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Speaker 4: You are correct, sir, and that they be the best

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Speaker 4: service you're going to get is on the sales line.

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Speaker 4: They give you their very best and the cheaper service

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Speaker 4: you're going to get is on the service line. And

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Speaker 4: they don't outsource to these places because they want to

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Speaker 4: help these places. They do it because it's just cheaper labor.

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Speaker 4: So that I see that all of the time. So

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Speaker 4: you are you're a spot on. That's what needs to change.

439
00:25:26,480 --> 00:25:28,560
Speaker 3: I don't want to interrupt, Carl, But just as a

440
00:25:28,600 --> 00:25:31,919
Speaker 3: follow up on Carl's point, oftentimes, when I get someone

441
00:25:32,000 --> 00:25:35,639
Speaker 3: who clearly as overseas and may have a trouble with

442
00:25:36,359 --> 00:25:38,840
Speaker 3: English as their first language, I will ask for an

443
00:25:38,880 --> 00:25:43,239
Speaker 3: onshore representative, and for a while that worked. But I

444
00:25:43,280 --> 00:25:46,560
Speaker 3: think now a lot of these companies say we can't

445
00:25:46,640 --> 00:25:49,399
Speaker 3: transfer you to an on shore representative. Is that a

446
00:25:49,400 --> 00:25:50,879
Speaker 3: new development that you're aware of.

447
00:25:51,040 --> 00:25:53,960
Speaker 4: It is because a lot of people figure out to

448
00:25:53,960 --> 00:25:56,879
Speaker 4: figure out that hack, Dan, and then they blocked it.

449
00:25:57,440 --> 00:25:58,560
Speaker 4: That's what happened.

450
00:25:58,760 --> 00:26:01,640
Speaker 3: They blocked it, Carl Gold, Go right ahead. Car didn't

451
00:26:01,640 --> 00:26:02,679
Speaker 3: mean to interrupt, Go ahead.

452
00:26:02,960 --> 00:26:05,920
Speaker 7: Oh yeah, okay. The nice thing is can I mention

453
00:26:06,080 --> 00:26:07,160
Speaker 7: the name of a pharmacy?

454
00:26:08,240 --> 00:26:08,520
Speaker 3: Sure?

455
00:26:09,680 --> 00:26:13,359
Speaker 7: Yeah, CBS. Every time I get them on the phone,

456
00:26:13,440 --> 00:26:15,560
Speaker 7: I cannot get to talk with a live person.

457
00:26:16,040 --> 00:26:17,000
Speaker 5: It is amazing.

458
00:26:17,880 --> 00:26:20,440
Speaker 3: They're very tough. And first of all, you get put

459
00:26:20,520 --> 00:26:24,199
Speaker 3: on hold, and I've stood in line a lot of

460
00:26:24,240 --> 00:26:27,359
Speaker 3: times the phone is ringing in the pharmacy. They just

461
00:26:27,400 --> 00:26:30,439
Speaker 3: don't have enough people to be there. And if they

462
00:26:30,440 --> 00:26:33,040
Speaker 3: do pick it up and put you on hold, god

463
00:26:33,119 --> 00:26:35,680
Speaker 3: knows when they come back and talk to you. I

464
00:26:36,880 --> 00:26:43,480
Speaker 3: used to like CBS a lot, and I can't say

465
00:26:43,560 --> 00:26:47,159
Speaker 3: much that's positive at this point. Sorry, I mean the

466
00:26:47,560 --> 00:26:51,080
Speaker 3: prices on it's you know, again, I don't want to

467
00:26:51,119 --> 00:26:55,280
Speaker 3: trash a company per se, but that's kind of a

468
00:26:55,720 --> 00:26:57,720
Speaker 3: You've hit a nerve with me on that one, that's

469
00:26:57,760 --> 00:26:58,200
Speaker 3: for sure.

470
00:26:59,680 --> 00:27:05,400
Speaker 7: Yeah. Yeah. On my medical I'm in with not Steward,

471
00:27:05,440 --> 00:27:10,280
Speaker 7: but read there medical now on hable and they have

472
00:27:10,400 --> 00:27:14,280
Speaker 7: two girls on two windows and you walk in, they

473
00:27:14,320 --> 00:27:18,800
Speaker 7: know right away it's just wonderful service. They know what

474
00:27:18,800 --> 00:27:22,520
Speaker 7: you're talking about. And the nice thing I want to

475
00:27:22,560 --> 00:27:24,960
Speaker 7: mention is AT and T. I was on the phone

476
00:27:25,000 --> 00:27:30,080
Speaker 7: with them for a weekend about a problem and I

477
00:27:30,080 --> 00:27:32,720
Speaker 7: I must have got transferred twenty times and I finally

478
00:27:32,720 --> 00:27:33,320
Speaker 7: get st up.

479
00:27:33,880 --> 00:27:35,880
Speaker 3: It really is the amount of money that all those

480
00:27:35,920 --> 00:27:39,720
Speaker 3: companies spend with the you know, ted Dance and commercials,

481
00:27:39,760 --> 00:27:43,439
Speaker 3: and they just spending millions of dollars to try to

482
00:27:43,480 --> 00:27:46,399
Speaker 3: get you as a customer, and when you finally become

483
00:27:46,440 --> 00:27:50,000
Speaker 3: a customer, they treat you like you're a non entity.

484
00:27:50,080 --> 00:27:52,880
Speaker 3: It's a moss I assume you would agree with that.

485
00:27:52,840 --> 00:27:57,560
Speaker 4: Comment, correct, Because again they figured out that they can

486
00:27:57,680 --> 00:28:00,240
Speaker 4: just you know, use marketing to get new custom to me,

487
00:28:00,359 --> 00:28:03,280
Speaker 4: so I'll convince you to come back. Uh, and so

488
00:28:03,400 --> 00:28:05,720
Speaker 4: the best service you're going to get is when you're

489
00:28:05,760 --> 00:28:08,719
Speaker 4: making the purchase. Oh that's why I call up.

490
00:28:08,920 --> 00:28:11,800
Speaker 3: Yeah, when I leave, I never come back. Carl, great

491
00:28:11,840 --> 00:28:12,679
Speaker 3: call as always.

492
00:28:12,720 --> 00:28:13,440
Speaker 5: Thank you, Fred.

493
00:28:14,480 --> 00:28:18,120
Speaker 7: Just one more thing quirk I've been doing. I've been

494
00:28:18,160 --> 00:28:21,239
Speaker 7: doing a business with Super Roof for eight years and

495
00:28:21,280 --> 00:28:25,040
Speaker 7: they're wonderful on their service and they treat you real good.

496
00:28:25,480 --> 00:28:32,760
Speaker 7: They know what they know. I I just kudos.

497
00:28:31,320 --> 00:28:34,280
Speaker 3: A good positive plug for super Thanks Carl. I got

498
00:28:34,320 --> 00:28:35,960
Speaker 3: to get one more in here before the break. Thank

499
00:28:36,000 --> 00:28:39,200
Speaker 3: you very much. Let me let me go to Alex. Alex,

500
00:28:39,200 --> 00:28:40,720
Speaker 3: you're next on night Side. I got a couple of

501
00:28:40,760 --> 00:28:42,440
Speaker 3: minutes for you. Got to go go ahead.

502
00:28:43,320 --> 00:28:47,000
Speaker 5: Hey Dan, Hey Cod, you mean I was gonna mention, uh,

503
00:28:47,120 --> 00:28:49,560
Speaker 5: the Big Buck store that's orange. I don't want to

504
00:28:49,560 --> 00:28:54,320
Speaker 5: mention their name. No, so uh lately they've become like

505
00:28:54,400 --> 00:28:57,840
Speaker 5: trying to get through to the White House. But in

506
00:28:57,880 --> 00:29:01,080
Speaker 5: the store there's sir. They're very hell so I don't

507
00:29:01,080 --> 00:29:03,760
Speaker 5: know what's going on with their phones. When I finally

508
00:29:03,760 --> 00:29:06,960
Speaker 5: get someone there there, I say, well, you know you're

509
00:29:07,040 --> 00:29:09,760
Speaker 5: not picking up the phone. They say, well, with other

510
00:29:09,800 --> 00:29:12,680
Speaker 5: people with customers. I say, yeah, but I'm a customer too.

511
00:29:12,720 --> 00:29:15,280
Speaker 5: I've spent like over ten thousand dollars there, you know,

512
00:29:15,360 --> 00:29:18,000
Speaker 5: and they say, well, I'm sorry, but they really could

513
00:29:18,080 --> 00:29:19,840
Speaker 5: care less.

514
00:29:20,120 --> 00:29:23,080
Speaker 3: And I'm with you. I'm with you. I have not

515
00:29:23,280 --> 00:29:26,560
Speaker 3: had good experience with them in stores because a lot

516
00:29:26,600 --> 00:29:28,440
Speaker 3: of times I'll ask them, you know, where is this

517
00:29:28,840 --> 00:29:31,120
Speaker 3: and they look at you with that look of like

518
00:29:31,640 --> 00:29:34,280
Speaker 3: I had no idea what you're talking about. I had

519
00:29:34,320 --> 00:29:38,560
Speaker 3: someone in a pharmacy yesterday. I was looking for an

520
00:29:38,600 --> 00:29:43,200
Speaker 3: item and I could tell the way she responded it

521
00:29:43,240 --> 00:29:46,160
Speaker 3: was kind of very like, I don't know, I'm not

522
00:29:46,400 --> 00:29:49,959
Speaker 3: quite Maybe can you try Aisle three? I said, oh,

523
00:29:50,000 --> 00:29:53,240
Speaker 3: you're sure? Oh yeah, I'm sure. Guess what the product was?

524
00:29:53,240 --> 00:29:56,160
Speaker 3: In seven? You were close?

525
00:29:58,960 --> 00:29:59,480
Speaker 5: I put it up.

526
00:29:59,800 --> 00:30:01,600
Speaker 3: Yeah, you want to put a plug in? Go ahead,

527
00:30:01,680 --> 00:30:02,800
Speaker 3: got to be quick though, Go ahead.

528
00:30:03,080 --> 00:30:06,840
Speaker 5: Yeah. The pharmacy in Medfield, which is in Shaw's Shaws.

529
00:30:07,600 --> 00:30:10,320
Speaker 5: I switched over from CVS to Shaws.

530
00:30:10,720 --> 00:30:13,640
Speaker 3: Is that is that a change? That's Osco? Right?

531
00:30:14,040 --> 00:30:17,160
Speaker 5: Well? Yeah, the pharmacy is a very personal I get

532
00:30:17,200 --> 00:30:19,840
Speaker 5: to right away and they have everything ready for me.

533
00:30:20,160 --> 00:30:20,960
Speaker 5: I don't have to go.

534
00:30:21,680 --> 00:30:23,480
Speaker 3: Okay, we got it. You got your plug in, but

535
00:30:23,520 --> 00:30:26,160
Speaker 3: I gotta go. Thanks Alex, thank you much. You have

536
00:30:26,200 --> 00:30:32,080
Speaker 3: a great night. Amas. Thank you. Let's do this again

537
00:30:32,160 --> 00:30:34,200
Speaker 3: after the first of the years. The book is Hold,

538
00:30:34,800 --> 00:30:37,840
Speaker 3: the Suffering Economy of Customer Service and the Revolt that's

539
00:30:37,880 --> 00:30:41,640
Speaker 3: long overdue, folks. I normally don't do this, but I

540
00:30:41,760 --> 00:30:45,760
Speaker 3: went to check out the book and it's on it.

541
00:30:45,760 --> 00:30:50,000
Speaker 3: It is on Amazon, and it's very relatively inexpensive A moss.

542
00:30:50,080 --> 00:30:51,560
Speaker 3: I don't know how you make it any money on

543
00:30:51,640 --> 00:30:55,560
Speaker 3: this book, but that's great. I hope some people get

544
00:30:55,600 --> 00:30:57,520
Speaker 3: a chance to read it, and if there's some tips

545
00:30:57,520 --> 00:30:58,880
Speaker 3: in it, all the better.

546
00:31:00,120 --> 00:31:02,520
Speaker 4: Thanks for having me, Dan, and we'll talk soon in

547
00:31:02,520 --> 00:31:02,960
Speaker 4: the new year.

548
00:31:03,240 --> 00:31:05,400
Speaker 3: I'd love to have you back. Thank you very much.

549
00:31:05,840 --> 00:31:08,040
Speaker 3: For those of you on the line, stay there. We

550
00:31:08,120 --> 00:31:12,240
Speaker 3: will continue talking about this. I want to talk about

551
00:31:12,280 --> 00:31:15,239
Speaker 3: customer service, the death of customer service. How can we

552
00:31:15,280 --> 00:31:19,160
Speaker 3: bring it back in Massachusetts. I've got some line six one, seven, two, five,

553
00:31:19,200 --> 00:31:21,760
Speaker 3: four ten thirty six one seven nine three one ten

554
00:31:21,880 --> 00:31:23,240
Speaker 3: thirty coming back on night Side