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What is it with Economists?

06 Thursday Aug 2015

Posted by The Factory in Uncategorized

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Let’s be clear, I tend to dislike Economists for a multitude of reasons. As time goes by, I dislike them more and more. Why?

The really basic reason, for me anyway, is that they pretend that they can predict the future. Let me drop some knowledge on you – the can’t. They, like accountants, can only analyze what has happened in the past and make inferences about what “may” happen in the future. They cannot do this with any more certainty than you and I given the same facts. Worse yet, they seem to do this “prediction” with a special amount of arrogance and the media just laps it up. The reality is, it’s a guess, maybe based on a bit more research than most people will do on their own, but it’s still a guess.

Economists, for the most part, didn’t predict the world financial calamity that struck financial markets in the late 2000’s. In fact, in retrospect, many people believe that their advice – at certain levels – contributed to it, or even caused it. The reason is essentially the same. They cannot predict the future.

Back when I was in second year university it was considered difficult to get into the business faculty. The GPA requirements were fairly significant, but the discussion between my fellow students was that if we couldn’t make it into the business faculty, we would do an economics major instead. I have no idea if this is still the case at many institutions, but it was reality at the time. Roll the clock forward a few years and some of these same people who’s grades were inferior to mine, now have a magic crystal ball that can predict the future. I’m not buying it for a second.

Customer Service…part 2 – Canada is kind of weak

23 Friday Nov 2012

Posted by The Factory in business, daily life

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I travelled recently in the US and accompanied some people I was with on some shopping trips. I was once again struck by the fact that EVERYWHERE we went, we were greeted by courteous, friendly and, apparently, genuinely engaged staff. Wow!

It would seem that business owners in the US take customer service far more seriously than they do in “the frozen north”. In Canada there are a few places or individuals want to provide excellent service, but overall I find retail staff far too indifferent. Maybe it’s just the Canadian way to be laid back, but it comes off as disinterested and unfriendly in comparison to the US. This is even more apparent at certain “specialty stores” where, if you are not some sort of known expert in the product or field it is downright intimidating to deal there. Music and bicycles stores are a classic example of this.

Here’s a thought for business owners, the on-line shopping world is forever expanding – I can generally find most of what I want at competitive prices without having to deal with some patronizing, unfriendly (but “wicked cool”) dude at your store – who is more interested in texting or talking to his “bros” that are constantly hanging around. If you want me to be a customer, treat me with respect and courtesy and make me want to come back because of the service. I would actually prefer this and I would happily pay more for your products.

Customer Service Starts With You!

21 Wednesday Nov 2012

Posted by The Factory in business

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We’ve all heard horror stories about poor customer service – in fact I posted an abridged story earlier (Sears Canada). While we are quick to complain, I wonder how many of us give excellent service?

In my business life I am continually disappointed by co-workers that basically don’t seem to give a damn about anyone else in the company. They do their own thing, on their own schedule and will not make internal customers a priority for any reason. Sure we are all busy, but, in my opinion, that’s just an excuse.

My particular work requires that I respond as quickly as possible to requests and that things get done according to a very rigid schedule. I require inputs from my co-workers to enable me to do this. I find it inexcusable when I am forced to make a request for something that should have been done days, weeks, or even months ago that I have to wait for the individual to get around to responding. If I were to give them the same treatment, I would be the most hated person at the company and would probably be fired as a result.

Here’s an idea, next time you are faced with poor customer service, try and think about how you would improve your own customer service to both your external and internal customers. And then do it. Maybe we can start a trend.

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