Customer (Dis)Service

                              "Dear Zosia- Thank you for shopping with Macy's. Your order has
                              been cancelled. Please click here to shop."

Ummmm.......hello? What exactly does this mean? This is the email I received in response to a recent online order I placed with Macy's. In a single sentence they managed to thank me for shopping, informed me that they cancelled the said order but invited me to shop with them again. How would I do this and more so, why would I want to?

Unfortunately, I wasn't all that surprised when I received this message since I have received similar ones from other United States based retailers in the past. This is a pesky, all too frequent problem for those of us who live overseas but choose (or want) to shop from American retailers. Many, but not all, large retailers refuse to ship items to US based mailing addresses when the originating IPO is foreign. (Ironically, many of these same retailers will ship directly to a foreign country but if I was to go this route I would spend more on shipping and taxes than the cost of the original purchase). When I called the "toll free" number to rectify the situation (Actually, I made Glenn do it since I was so frustrated by the whole ordeal) I was told that these are simply security precautions and I can always call them directly to place an order. This is a nice option and all but these "free" numbers are by no means free when dialed from overseas.

Yes, I could purchase a devise that would give me a default US based IPO but why should I have to? I have money and want to spend it yet these companies make it so difficult to do so. I know this is totally a first world problem but it irritates me none the less. The potential customers who are the most effected by these policies are the military and other Americans who are living and working overseas. Because of this, I am doubly bothered by the fact that many of these same companies profess to being "military friendly". It sounds like a good tag line but if they truly were, wouldn't they make it easier for military families to shop?

I am by no mans solely blaming Macy's for this policy. Two years ago I had a similar problem with the NFL.com website and there are yet other companies I refuse to do business with because of their cumbersome policies. I actually engaged NFL.com in a back and forth conversation over their policy and while they refused to budge, they did offer me a generous gift certificate to use for future shopping on their site. While that could be viewed as a nice gesture, it was useless to me since I still couldn't shop online from my overseas address. And since there are many online businesses that are willing and able to do business with those of us living overseas, it can be done.

Over the past few years I've learned which retailers are easy to shop from and which ones make it an ordeal. For the most part I've learned to avoid those that won't allow me to online shop from the comfort of my own home, those that won't ship to APO addresses or charges extra to do so. But every once in a while I find myself in the conundrum of really wanting an item that is sold by a particular retailer. As was the recent case with Macy's I was shopping for replacement dishware and found dishes I liked, on sale for buy one set get one set free, at Macy's. So I placed my order and hoped for the best. And my order got rejected. I debated just looking elsewhere but I had looked elsewhere and hadn't seen anything I liked as much. And these dishes were on sale. Reluctantly we went ahead and placed an order via the telephone and my new Fiestaware in on its way. I'd like to say I won't shop from Macy's again but I won't say never. I will say that I will think twice about doing it and in the meantime hope that they, and other businesses with similar policies, rethink what it really means to be military friendly.

Avash, Avash

Avash, avash. It was a phrase we both heard and used regularly in Albania. Loosely translated it means "slowly" or "little by little". As in "Sidney, slow down." Or "in good time, don't rush things". I used to joke that it was simply a way of explaining Albanian time; meaning things would happen when they happened and they shouldn't and couldn't be rushed. As someone who tends to operate on full-speed-ahead mode, it took me awhile to learn to accept the inevitable; i.e. things would happen when they happened and not a moment sooner. They could not or would not be rushed. But eventually I like to think I did accept this way of doing business. Or at least I thought I did because upon moving to Belgium, I've discovered a whole new meaning to "avash, avash" and I can't say I'm crazy about it.

We had been warned that things can take awhile in Belgium; phone and Internet service can take weeks to be set up while the simple act of registering your car and receiving your Belgian license plates can take even longer. But, we had also been told that since we had transferred here during the off season, things would move along faster than usual. We spent most of our first business day in Belgium taking numbers and standing in line waiting to get things accomplished. But in reality, by the end of the day we had yet to accomplish anything. Instead we had shuffled from one office to another only to find out that we had the wrong paperwork, were missing necessary information, or that desks were simply empty with their occupants no where to be found. On our second day we accomplished a bit more but learned two important pieces of information; first, Belgian lunch hours were not to be interfered with. At one office we were sternly told that the lunch break began promptly at 13.00 but if we showed up five minutes before then we would be sent away. Second, none of the above tasks we had been trying to accomplish could be completed until we had a permanent address (i.e. we had a signed lease and house to move into). If only someone had told us this from the get go but apparently passing along that information wasn't in anyone's job description. Needless to say, our first couple of days were truly frustrating and it was during this time that I recalled the "avash, avash" phrase. So I changed my mindset. On our third day I only set one goal for myself and low and behold, I achieved it. Never mind that it had really taken three days to do so but it finally happened. Perhaps we were making progress? And the next day? After viewing four prospective houses on our house hunt in one day I felt as though we were on a roll. But then my Belgian reality came crashing back and our progress slowed considerably.

This past week, our second full one in Belgium, has been more of the same. It has been two steps forward and one step back. We finally have our hands on the correct paperwork and an office isn't open for another two days. We arrive at a scheduled appointment only to find a walk in client already there monopolizing the only clerk's time. For the third time we were told that no one really knows where our household goods shipped three weeks ago from Albania are but they will "get back to us when they know something". Obtaining a simple signature on a document becomes anything but. Despite having an appointment (which I'm beginning to realize is simply a term that makes Americans feel good), it took days to receive it.

Remember, we are transferring here during the slow season. So I can only imagine how slowly things must move during the busy summer transfer season when most of Europe is "on holiday". I guess I should just appreciate the relative speed by which we have accomplished things so far. And if no one else is in a hurry or worried about deadlines, then I'm (going to try) not to worry either.

Avash, avash.

Customer (Un)Service

The more I travel the more I realize that the concept of customer service is very much culturally driven. What is considered to be good service in one culture could be deemed rude behavior in another.  While it may not always feel that way, when compared to other societies, the America the motto of "the customer is always right" carries a lot of weight.  At various times in my life I've been on both sides of the issue--working in both the restaurant and retail industries-- and on an ongoing basis, as a customer.  Perhaps it is my own experience in serving customers that makes me more attune to and critical of what the service industry is and isn't doing right.  And over the past few years I've experienced my share of both the very good in customer service and the very, very bad.

After close to two years in Albania, I am still befuddled by the concept of what constitutes good customer service in this country.  For the most part I have found the sales clerks (who are often the owners) in neighborhood markets to be exceedingly friendly and helpful, but those working in larger supermarkets and retails establishments are across the board unhelpful at best and rude and hostile at the worst.  I have yet to shop at a large grocery store here where I have felt as though customer service has been satisfactory. More often than not questions are met with terse "yes" or more often than not, "no" responses.  In what is probably an attempt to deter shoplifting, stores are overly staffed with numerous people who will stalk you through the aisles yet are unable to direct you to the item you are looking for.  If something is out of stock no one can ever tell you when more will be available.  On more than one occasion I've brought items to the register only to be told I can't buy them because they "aren't for sale".  Never mind the fact that the shelves are filled with the said item; if for some reason it can't be scanned, you can't buy it.  It is as simple as that.  No one ever offers to retrieve a substitute item for you rather they just tell you no.  How is that for making you feel welcome?

I don't think I'm alone in assuming you get what you pay for and more and more I find myself willing to pay for good service.  This past weekend we stayed at the very nice Le Meridien Hotel in Vienna.   As I expected, from check in to check out, room service to concierge, the customer service provided by the hotel was exceptional.  Would I have expected the same type of service from a Super 8?  Absolutely not.  Similarly, I have few expectations for receiving outstanding customer service when I am in a fast food restaurant yet if I am eating in a fine dining establishment I expect the quality of service to match the quality of the food.  In Albania, however, this simply isn't the case.  Ironically, customer service at byrek stands and other "fast food" establishments is often better than that at sit down restaurants. (I suppose this might be due in part to the owners being the ones who are actually working behind the counter).  Smoking in restaurants in Albania is illegal and most restaurants have signs to this effect.  This does not deter many people from smoking and if you are the foolish customer who actually requests that other patrons put out their cigarettes you are met with scorn and disdain but restaurant workers and fellow diners alike.

Many restaurants have impressive looking menus that read like novels.  You will be presented with page after page of dining options only to have the majority of the food items not available.  Seriously, who runs out of pasta at an Italian restaurant?  I've eaten out in groups where we've all had to request a couple of separate items before finding something that is actually on the menu.  (More than one person has told me that menus are printed with what restaurant owners think their customers want to eat; not with dishes that are actually available).  At all but a few of the best restaurants that cater to international clientele, waitstaff are apt to ignore you.  Often we have to flag down a waiter to order and again to receive our check.  In between it is the exception rather than the rule to have a waiter check on you to see if the food is acceptable or if you need a refill on your drink.  When dining in large groups--i.e. any event with four or more people-- it seems to be the norm that at least one dish will not come out to the table with the rest of the food.  Or each person will receive their food at a different time resulting in a table full of people actually dining solo with the others looking on.  And forget about being a woman and expecting to receive any service.  Even caterers in our own home have refused to acknowledge me or the direction I gave them.  (Needless to say, we no longer use this restaurant for our catering needs.....)

Not all customer service here in Albania is bad; we have found a few restaurants that have become favorites due in part to their good customer service.  Unfortunately, however, these establishments do not seem to be the norm.  In our travels through other parts of Europe we've also experienced both good and bad levels of customer service.  If nothing else, these collective experiences have taught me that American customer service is actually pretty darn good.  Sure, I still get aggravated when I sit on hold for what seems like hours waiting to be served by the "next available representative" or the agent at the other end of the line speaks barely understandable English.  Is this frustrating?  Yes, but since I don't have to deal with this type of customer service every day I can deal with it.  I'd much rather have a pleasant clerk in the check out line at the grocery store, a waiter who doesn't make a point of avoiding our table, and a retail clerk who knows which aisle cup hooks can be found in.  Perhaps I am asking too much but I think not.