Bryan Paul Sullo

Extrapolation of a Trite Phrase

In Life in General on 15 November 2013 at 2:08 pm

Customer services
In the wake of the events of my previous post, I came up with the following maxim. It’s the corollary to, “You get what you pay for.”

You keep getting what you keep paying for.

In this world of crappy customer service, products that don’t deliver, and service people who don’t show up when they say, it’s no one’s fault but your own. That’s right, it’s your fault that Comcast/Verizon/walmart/target/your plumber/the mcdonald’s drive-thru/insert-bad-experience-here dissatisfy you time after time. You keep paying them!

And they know it.

It doesn’t matter how much you complain, how many friends you tell. If you keep buying, you’ll keep getting the same thing. A business has only one incentive to change: lost revenue.

“But X has the cheapest prices. If I go somewhere else, I’ll be spending more money.”

“But I can’t do without cable TV.”

“But I only go there when I’m in a hurry.”

“But all the companies in this field are the same.”

It’s all about priorities: If your priority is cheap prices, and the cheapest store has lousy service because they can’t pay their people enough to care, if you keep going there then good service is not as important as you say it is. If you complain about your cable company, but would never consider cutting the cord, then access to TV entertainment is more important to you than the bad service you’re complaining about. If you value a fast meal over a quality meal, don’t complain when you get the wrong order because the workers were being rushed.

Human beings have very few physical needs. We need food, shelter and clothing. Everything else is a want. If every company that provides Y is bad, don’t buy Y. You don’t need it. If you decide you want it enough to put up with the negatives, that’s your choice.

I’m not saying it’s wrong to value cheapness over quality, speed over accuracy, or selection over service. Just don’t complain to me when you keep getting dissatisfied by the things you keep paying for.

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