I can’t believe what a disposable society we live in today! It seems that the only thing we care about are the words “NEXT”. I have been in business for over 40-years, starting with my fathers convenience store when I was just 13-years old. Dad always said, the most important thing to remember is “the customer is always right”. Now some of you may not agree with this statement but if it weren’t for customers, where would your next paycheck come from?
Today it seems that BIG business cares about one thing and one thing only, selling more stuff. This is fine, but, it seems to come at a cost which is no longer taking the time to make sure customers get service after the sale! I’ll give you a couple examples; I purchased a Garmin GPS watch from REI (a large outdoor retailer in the West) that was rather expensive but has the ability to track your route along with speed, elevation change and a whole host of other features you would want while exploring the backcountry on a motorcycle. After a few months the watch battery would die about 15-minutes into a ride while running in GPS mode. It should last a minimum of 2-3 hrs when fully charged. I brought it back to REI, explained the issue and all they could tell me was to send it back to the manufacturer. Next, my wife purchased an iPhone case from Simply MAC and it malfunctioned (twice) so she brought it back and was told the same thing, “you can send it back to the company and see if they will send you a new one” exclaimed the cashier!
In the grand scheme of things, these are small problems to have but where did customer service go? Retail is now a team of two, a quarterback (the seller) and a receiver (you, the buyer). Where did the front line go?? If you try to argue these points with a sales clerk at a big box store, they just don’t care, they can burn a bridge and someone will be standing right behind you as they holler “NEXT”. Yes, I’m a redneck and we “holler”
As a dirtbiker, you learn the value of friendships and keeping relationships intact at all costs. Why? ever been riding your motorcycle and break down out in the middle of nowhere without the means to fix the problem? I have and sometimes the guy that comes along might just be “THAT GUY” you know, the one you told to go fly a kite when they needed help. These are hard lessons to learn but after so many failures growing up you learn fast what matters in the world and it always comes back to people!
MM
Motorbike Mike 
Great article Mike. Hope all is well with you.
Thanks Ken!
Love the article. When are we going back to Alaska?
Let’s do something different?
Ummm…. I agree that we live in an overly disposable society, but you don’t have the true picture about how the staff behind the counter feel about your problems with the equipment they’re there to help you decide to purchase. None I know – and I know a lot of them – want their customers/clients to feel screwed, ever. They would prefer to be able to fix the problem on the spot for you. The problem is, the majority of what we have available to purchase is not meant to be user servicable anymore. Its the cost of the sophistication of the device, product, or thing-a-ma-jig.
The front-line people don’t care? That is not true. They very factually do not have the means to fix today’s equipment, and literally have had the power to do so taken away from them by the designers and manufacturers of the myriad of product so many of us desire anymore.
I can agree to disagree on this one if necessary, but that is my viewpoint.
Signed: the guy in the picture helping teach someone to be self-sufficient when necessary.
Thank you for your point of view, this is less about individuals and more about the changes I see in business culture.
I remember this tire change well. -other guy in pic.