During my working life with IBM, I attended classes on giving great customer service. Any time a customer had a question or a concern I took care of it myself. If a customer asked where to buy keyboards, where to buy printer ribbons, wanted a price quote on upgrading equipment or wanted to know IBM's stand on river pollution, it was my job to get them the correct answer. Then I was required to follow up to make sure the customer was satisfied with the answer they received. Whether I answered their question myself or I found someone else to answer their question, it was my job to make sure they were happy since I was the person they asked in the first place.

Well, what in the world has happened to customer service? We recently did Christmas shopping at a mall in Orlando, Florida. As we approached a sales lady to check out her telephone rang. I could tell it was a friend from her conversation. She gave us no eye contact, asked no questions or thanked us for shopping in her store. She gave her friend her full attention and acted like we were intruding on her personal life. At the other end of the mall Linda spotted a store where she wanted to shop. We stepped through the entrance and found two young salesladies wearing their ID badges. Linda had a question for them, but we could not get their attention even though we were only three feet away. After standing there about two minutes listening to their conversation about school and nightlife we left and took our business to another store.

I have always wanted to have a solar charging system on the motorhome and Linda gave me the go ahead to buy one. After studying solar equipment on the internet I sent an e-mail message to Solar Electric with a list of items I wanted to buy (over $2000) and a few questions. Then I waited for a reply, and waited and waited - three weeks and no answer. So I decided to buy from a competitor, Alternative Means and I sent them an e-mail message. The owner Greg replied immediately and we exchanged several messages. He gave great service and I rewarded him with a large order.

Ok, I have some other complaints to get off my chest. Why do companies hire entry level employees to interface with their customers? I hate to contact a company and find a dummy that can't answer my question. Why do some people type e-mail messages in all small or all capital letters, or fail to use correct punctuation, and mis-spell words? I refuse to deal with the ignorant.

And finally, why do companies have those darn automated telephone systems? We arrive in a campground in a strange city, pick up a newspaper and see an advertisement at Gadgets Galore Enterprises, a large chain store, for an item we must have. We feel sure Gadgets Galore Enterprises (GGE) has a store in this area and their advertisement gives an 800 number to call for store locations - a great idea and very helpful for customers. From my cell-phone (25 cents a minute) I call GGE at 1-800-LocStore.

Ring:  Hello, this is GGE.....

Me:  I hope you can help me. I am near highways 27 North and 192 East... (Oh, I didn't realize the other end was still talking so I missed it. I hang up and call back.)

Ring:  Hello, this is GGE. Please listen to the following options before selecting a choice. Press 1 for computer operations. Press 2 for our website. Press 3 for a Christmas message from our President. Press 4 for if you know the extension of your party. Press 5 for customer service. Press 6 to hang up this call.

Me:  "5"

GGE:  Please select one of the following options. Press 1 for our return policy. Press 2 to apply for a job. Press 3 for a Christmas message from our President. Press 4 to learn about our stores. Press 5 to hang up. Press 6 to return to our options list.

Me:  "4" I guess.

GGE:  Please select one of the following options. Press 1 for the color of our stores. Press 2 for our parking policy. Press 3 for a Christmas message from our President. Press 4 for the locations of our stores. Press 5 if you are through listening to these stupid messages.

Me:  Great, I finally found it!!! "4"

GGE:  Please enter your zip code.

Me:  Hell, I don't know the zip code. We just stopped in this city an hour ago. I hang up the cell phone and look up the zip code. Now I dial GGE again hoping I can remember the string of options. After listening carefully to each list I press on my cell phone - "5" "4" "4". OK, now all I need to do is enter my zip code. Here goes "2" "3" "2" "4" "5"

GGE:  We are sorry we don't have a store in your area. Please enter another zip code.

Me:  I'm glad you don't have a store here because I would probably "toilet paper" the store if I did find it.