Consumer's Remorse On A Wider Spectrum
Why overlooked administrative details are breaking customer loyalty across industries.
Customer Service: The Overlooked Details
I have experienced customer service from both a consumer's perspective and as an employee in hospitality, retail, and office settings. Over the course of six years, I have watched many companies become more focused on sustaining their brands through aesthetics and sales pitches than on equally caring about the overlooked details of customer service.
As the saying goes, "If you build it, they will come." Having the right products or services is essential to operating a successful business. Affordability comes next, followed by effective marketing, since many consumers shop with their eyes first. However, few people talk about the importance of administrative customer service as one of the most critical factors in retaining customers.
I consider this the make-or-break element of any company because all it takes is one dissatisfied customer sharing their experience with ten others for potential buyers to think twice about supporting a brand. Some industries are well known for poor customer service, including telecommunications, airlines, cable providers, and streaming services. However, there are many other industries with similar issues that often go unnoticed.
A Purchase from Nike
Recently, I made a purchase from Nike, and two of the three items I ordered were never delivered. I did receive an email stating that the items were delayed, but if they were not actually in stock, should they have been listed as available in the app?
It has now been over a month, and I have received no follow-up communication or offer to adjust my final purchase price.
The app does not provide an option to report items as never received. Instead, it only allows customers to initiate a return for an item they never received in the first place. Fortunately, the third-party payment provider I used has paused my payments while the purchase is being investigated.
Apartment Living and Valet Trash
Apartment living comes with its own challenges, especially when limited staff must accommodate hundreds of residents. Within the past three years, my apartment complex switched to valet trash service. This service has become increasingly popular because it eliminates much of the early-morning noise associated with traditional waste collection.
Residents are required to place their trash inside a canister provided by the vendor during designated collection hours and then bring the canister back inside by the following morning.
While this business model has its conveniences, it also has drawbacks. Trash left outside apartment doors can attract pests and wildlife, and there are times when scheduled pickups are missed for several days without any prior notice.
My apartment complex is currently switching service providers and has instructed tenants to return the provided trash canisters to the leasing office or face a $35 fee. We are also required to clean the containers before returning them.
This doesn't make sense to me. Many of us did not receive the containers in clean condition, some residents never requested the service in the first place, and now tenants are expected to perform work that seems like the vendor's responsibility.
Could this be retaliation by the provider after losing the contract, or was this requirement included in the original agreement with the property? Either way, the process seems unreasonable.
Automated Systems and Unwanted Home Visits
As a whole, automated customer service systems have become one of the most frustrating aspects of modern customer service. Waiting more than an hour to speak with a representative has become all too common.
Now, with AI becoming increasingly integrated into customer service, we are entering unfamiliar territory. Even when you speak clearly, select the correct menu options, and eliminate background noise, automated systems often respond with, "Can you repeat that?" or "I don't understand," before eventually disconnecting the call. At that point, you're forced to rely on email or a chatbot, leaving many customers feeling hopeless about getting the help they need.
I have also experienced unexpected in-home visits from contractors representing AT&T and Verizon. I never requested these visits, yet representatives came to my door offering discounts while seemingly bypassing my neighbors.
After declining service from a Verizon contractor, I experienced another visit the following day. I felt harassed and ultimately contacted the police. Their response was that the individual was "just doing their job."
A job that involves returning to someone's residence around 8:00 p.m. after they had already declined service the day before does not feel appropriate.
As a consumer, I have every right to refuse services. If contractors use mobile devices containing customer information, shouldn't a customer's address be removed after they decline further contact?
I never wanted to involve law enforcement, but Verizon never informed me that representatives would visit my home to discuss an account that had no service issues. Apartment communities often regulate solicitations to protect residents' privacy and safety. Eventually, I had to place a "No Soliciting" sign on my door because the repeated, unexpected visits became overwhelming while I was working from home.
Student Loan Debt and the SAVE Plan
I have had many experiences with companies and organizations whose customer service could benefit from significant improvement. One of the most relatable examples involves student loan servicing.
As borrowers transition from the SAVE Plan to a new Income-Driven Repayment (IDR) plan, the process has been anything but straightforward.
I attempted to get ahead of the process last October after receiving notifications from EdFinancial and, more recently, Federal Student Aid. Although my application was received, I have yet to receive approval or any information about my new repayment plan or monthly payment amount.
Attempting to contact customer service by email was unsuccessful, as no one could explain why my application remained in limbo. At the same time, EdFinancial's website was experiencing technical issues.
The ongoing litigation surrounding these repayment plan changes has created uncertainty and confusion, yet borrowers are still expected to make payments without receiving clear communication or timely updates.
There Has to Be a Better Way
There has to be a better way for companies and consumers to communicate.
Customer service should not be driven solely by trends or profit margins. Instead, organizations should focus on building long-term relationships through transparency, trust, accountability, and functionality across every aspect of their business.
Excellent customer service isn't just about solving problems after they occur. It's about creating systems that respect customers' time, communicate clearly, and build confidence long before an issue ever arises.
