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Opinion Editorials

Companies are using the pandemic as an excuse for their crappy practices

(OPINION EDITORIAL) The pandemic is an excuse for a lot of inconveniences – prices, shipping times, poor quality, but, are these just a cover-up for companies?

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Toilet paper price issue due to companies overcharging in the pandemic.

If you’ve been paying attention, you’re probably aware of the fact that stuff is inherently more expensive now than it was before. You’ve probably also noticed companies having issues with delivery times, product quality, and even the quality of customer service you receive. The reason? Coronavirus, of course. But surely this is a valid excuse, right?

Well, possibly. When all of this is over, though, it’s imperative that we see a paradigm shift back to something resembling normalcy – including realistic prices.

It’s not that I personally mind paying $16 for 6 avocados from Albertsons under the context of a pandemic. Heck, I didn’t even make too much of a fuss when an AC technician read me the riot act while standing in my garage because I asked them a question (“Is the thermostat you were talking about in the house?”) that made them feel like I was telling them how to do their job. I get that this is a stressful time for the economy and individual employees alike.

But with these kinds of actions persisting, they’re becoming substantially less excusable – especially when COVID is invariably used as a continuing excuse.

Call me pessimistic (seriously, you can), but we saw something similar happen with Hurricane Katrina. After the initial spike in goods required for Katrina responses – something that, while inconvenient, is completely understandable – many noticed that the price on those goods never really went back down.

That, in simple terms, is atrocious.

Using any kind of emergency as an excuse to offer subpar service, overpriced items, and other inconvenient aspects of life may be necessary under the conditions of whatever the emergency is – a meat shortage, a hurricane, a global pandemic – but using those conditions to establish a new norm once operating under them is no longer pertinent isn’t appropriate, and consumers should feel comfortable expecting more decorum from the businesses they frequent.

In fact, the only real excuse for “subpar service” is a shortage of employees – something that is completely reasonable to expect under current circumstances. When these circumstances no longer apply, neither does the excuse.

Companies, take note: A global pandemic is not a free pass. Please – from the people who pay for your products – don’t outstay your welcome on this one.

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8 Comments

8 Comments

  1. Eric

    March 23, 2021 at 8:54 pm

    There is absolutely no excuse for the decline in service since covid. If you offer a service either preform it correctly or stop pretending to provide it. I just ordered some things from games workshop. They say it might take up to 25 days because of covid. Why? What possible reason can they be suggesting. I work at an RV dealership, weve been open this whole pandemic. I can not simply tell customers oh yea your RV will be 25 days for this repair cause covid. So tired of this BS. Trades workers need to make WAY more money. We still live in the real world where success is based on results. Its just disgusting. If you cant provide the service you exist for. Go out of business or man up. This is disgusting.

  2. Trisha

    April 8, 2021 at 3:49 am

    It’s been a year and Covid is still the excuse in shipping delays, and not being able to contact or get ahold of customer service reps at companies. This excuse is being over played now. No one wants Covid but if us Healthcare workers can’t use Covid as an excuse for anything, why is it ok for this to be used as an excuse after a year by everyone else? I’m over hearing the automated systems saying longer wait times due to Covid, shipping delays due to Covid.

  3. Miles Dyson

    May 6, 2021 at 12:37 pm

    I wholeheartedly agree! What I think some business and many people fail to realize is that you can only milk a crisis for so long. We ALL have had to make sacrifices (less store items/longer delivery times). And with that being said, some still believe that crisis can be a huge emotional gain, whether or not the crisis is valid.

    We have clearly seen this in every single sector of society from unrest, to identity politics, to education. Even religion, which is usually a calming and stable influence in people’s lives has had to endure it’s share of upheaval and naysayers as well. But, despite advances in immunization and treatment the tired and worn out trope remains “Because of….Insert situation of choice here”.

    This embraced mindset has got to be reflected upon, and measured for its validity in the current time. Using Covid as the de facto end all standard of poor performance and behavior is getting tiring and in the long term, will ruin customer relations, job performance, and social interpersonal relationships, and even capitalism itself. It almost feels sometimes as if America was looking for a perfect excuse NOT to be at its best, not to treat others fairly, and to look at ones fellow neighbor as a nefarious purveyor of lies and deceit rather than a person who shares the same fears, the same hopes and dreams.

    We can ill afford to ever look at a crisis again with the same eyes as before. We must look at each crisis, measure it with the best metrics available, and come to a fair and balanced solution. A solution that actually takes into account that there will be greedy and selfish individuals and businesses that will take advantage of Covid or ANY crisis situation.

    Sometimes the road to Hell is paved with good intentions, but sold with deception from people with bad intentions. There is a reason the Preamble of the Constitution specifically says “We the people” not “We the corporations” not “I the individual” WE THE PEOPLE. We are ultimately responsible for all this greed and deception as we should have opened our mouths, and closed our wallets. We should have politely corrected a business for its bad customer service and refused that product or service if it seemed to carry the “Covid Tax” aka the “It’s a bad time and you pay for me taking the risk whether it is a valid concern, or not.

    Please, I urge you out there if you read this. The customer is NOT always right but neither is the company or the individual. It is YOUR money and your patronage that keep America going. Give it to those who really work hard to encourage your business and your loyalty and cast those out who are just using you as an additional fee or a “convenience”.

    • M.M.

      January 30, 2022 at 9:11 am

      I 100% agree with every comment you just said. I’m reading this 2 years into the pandemic and things are getting worse by the day. Part of the problem is that employees now believe that they can tell employers what to do. This will continue to become a problem until we stand up.

  4. Scott F

    June 6, 2021 at 2:13 pm

    I agree, covid is a bs excuse being used by companies as the reason for crappy service. They are using it to take advantage of the consumer. Like not allowing you to try clothes on and then only giving store credit “if” you meet all of their requirements for returning an item. They obviously hope you just don’t bother. I have to return more stuff than I’d like as it is due to poor quality. I certainly don’t need more.

  5. M.M.

    January 30, 2022 at 9:06 am

    I ran across this post by doing a basic Google search, why is customer service so bad in 2022 and know its been awhile since this was written but 100% agree with this article. To make matters worse, now a large portion of our country believes in their mind that they can just tell their employers what to do. The laziness is becoming unacceptable and is unbelievable! I have been a tech sales person and set up computers in businesses for 15 years and I’m at an honest breaking point. When I install the system I have to call the company and get special codes to activate their system and software, only provided by the company that set the equipment up. This has resulted in some of the most pathetic and embarrassing months of my business lifetime. I have heard including but not limited to doors slamming, huge dogs barking in the background so loud i cannot hear the tech support agent, babies crying, televisions blaring, water running (sounded like a damn washing machine) among many others. There was even one call that I was on the phone with a tech agent for 2 hours and 42 minutes for a simple troubleshooting step and I swear he had a pack of what sounded like St. Bernard’s running in the background. He admitted he was walking around in his yard (yes he was ON the clock) and wasn’t even in front of his computer and was trying to troubleshoot a problem by “memory “. I’m so sick of the crappy service that I now refuse to do business with Talech at all because of too many of these types of calls.
    I understand now that people are refusing to work if they have to drive to work now and will only accept a job if they can do it from home so they can halfway do the job. Im sure there is a small percentage that can handle working from home but it is a small percentage. Well, this is the sad future of our country if we allow this to happen and unfortunately we are going to get taught a hard lesson. Good luck! We all need it…

  6. Raymond Stevens

    April 18, 2022 at 7:59 pm

    I’m unsure what we, as customers and consumers, can do about this abuse if everybody is gouging. Where can we go for fair treatment? The only thing we can do is talk with our wallet. Do without unless absolutely necessary. But that is tough to do too. Look at the price of gasoline as one small example of not having a choice except to get gouged and grin and bear it.

    • Lani Rosales, COO + News Director

      April 26, 2022 at 3:07 pm

      Really great points, Raymond, and it’s not clear yet what the overarching answer will be, BUT you’re right to vote with your wallet.

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Opinion Editorials

Finances in my 20s: What I wish I knew then that I know now

(EDITORIAL) They say money makes the world go round. So, let’s discuss how to be smart with finances before it’s too late.

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finances

Being in my early twenties, something I’m still getting used to is the fact that I’m making my own money. This is not to be confused with the babysitting money I was making 10 years ago. Twice a month is the same routine: I get my paycheck and think, “Wooo! We goin’ out tonight!” but then I snap back to reality and think about what that money needs to be put towards. The smallest part of it going towards fun. It’s been tricky to really start learning the ins and outs of finances. So, I do what I usually do in any type of learning process? I ask for advice. I used to be fixated on asking those more advanced in age than I what they wish they knew when they were my age. Now that I’m determined to learn about finances, that question has been altered.

I reached out to a few professionals I know and trust and they gave me solid feedback to keep in mind about building my finances, about what they wish they had known in their 20s. However, I don’t think this only applies to those just starting out, and may be helpful for all of us.

“It’s important to simply know the value of money,” says human resource expert, Nicole Clark. “I think once you start earning your own money and are responsible for your housing, food, etc. you realize how valuable money is and how important it is to budget appropriately and make sure you’re watching your spending.”

Law firm executive director, Michael John, agrees with Clark’s sentiments. “I wish I had kept the value of saving in mind when I was younger,” explains John. “But, still remembering to balance savings while rewarding yourself and enjoying what your efforts produce.”

There are so many aspects of finance to keep in mind – saving, investing, budgeting, retirement plans, and so on and so forth.

In addition to suggesting to spend less than you make and to pay off your credit card in full each month, Kentucky-based attorney, Christopher Groeschen, explained the importance of a 401k.

“Every employee in America should be contributing everything they can into a 401k every year, up to the current $18,000 maximum per person,” suggests Groeschen.

“401ks present an opportunity for young investors to 1) learn about investing and 2) enter the market through a relatively low-risk vehicle (depending on your allocations),” he observes.

“An additional benefit is that 401ks also allow employees to earn FREE MONEY through employer matches,” he continues. “At the very least, every employee should contribute the amount necessary to earn the employer match (usually up to 4%) otherwise, you are giving up the opportunity to earn FREE MONEY. Earning FREE MONEY from your employer that is TAX FREE is much more important than having an extra Starbucks latte every day.”

Whether we like it or not, money is a core aspect of our daily lives. It should never be the most important thing, but we cannot deny that it is, in fact, an important thing. It’s tricky to learn, but investing in my future has become a priority.

This editorial was first published in May 2018.

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Opinion Editorials

Dopamine detox to rewire your brain from internet addiction (it’s common!)

(EDITORIAL) So, you’re addicted to the internet. Whether your drug of choice is scrolling, posting, or interacting – it’s time for a dopamine detox.

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Upside down photo of man holding iphone case saying "social media seriously harms your mental health" representing dopamine.

Ah, smartphones. The best friend we can carry around in our pockets. This small device that’s nearly glued to our hands gives us instant access to many worlds.

It’s exciting to see what’s up on Instagram, take up to six stabs at Wordle, and scroll recipes you’ll never make on Pinterest. It’s also a place where we can share the highlights of our life and, in return, get validation through likes.

With that validation comes a small rush of dopamine, something we’ve all become accustomed – and some of us addicted – to.

While I’m not addicted to posting, I would say I have an addiction to scrolling. I can’t make it through a 50-minute episode of “Dexter” without picking up my phone to check an app or two.

And there is that dopamine rush with it, where you feel like you’re the most up-to-date you’ve ever been. But what about when this becomes too much and we’re overloaded with information and feel bogged down by the constant updates?

First, we need to understand what dopamine is.

It’s a neurotransmitter that works in two spots in the brain: first, its production helps us begin movement and speech. Second, we feel it when we receive or expect a reward. It even creates a kind of “high” similar to what’s found in nicotine and cocaine.

So, if we expect these dopamine hits from social media and we don’t get those results, the dopamine crashes to the ground creating burnout.

Well, this can cause burnout. And, while tempting, the solution isn’t as easy as just deleting all of your social media and walking away clean. Additionally, “take a break” features are too easy to swipe away.

So what can you do?

Mana Ionescu at Lightspan Digital recommends a Dopamine Detox.

While breaking an addiction takes longer than a day, Ionescu recommends starting there and tailoring it to your needs.

Here is what she describes is necessary for a detox:

  1. Turn off all notifications on your phone. ALL of them. You will be looking at your phone every 10 minutes as it is. You won’t miss anything. We lose endless hours of productivity because of those pings.
  2. Tell people to call you if it’s urgent. And teach them the difference between urgent and important. So do keep call notifications on.
  3. Stop over-messaging. The more you message, the more you’ll get responses.
  4. Shed the pressure to respond right away to messages that don’t need a response right away.
  5. Take detox days. Nothing but calls, confirming meetings, and using the GPS is allowed on those days.
  6. Put your phone on sleep mode at night. You can, at least on iPhone, set permissions so that certain phone numbers can get through, in case you’re worried about mom.
  7. If you’re dating, remember that texting is for laughing, flirting, and confirming plans. Please pick up the phone and talk to that person to get to know them. I will not take you seriously if you just keep texting.
  8. And yes, we all know the game, whoever looks at their phone first over dinner picks up the bill.

This won’t be easy, but your brain will likely thank you in the long run. And, when you’re back online, hit up the comments and let us know how the detox went!

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Opinion Editorials

Strong leaders can use times of crises to improve their company’s future

(EDITORIAL) In the COVID-19 crisis, some leaders fumbled through it, while others quietly safeguarded their company’s future.

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strong leaders

Anthony J. Algmin is the Founder and CEO of Algmin Data Leadership, a company helping business and technology leaders transform their future with data, and author of a new book on data leadership. We asked for his insights on how strong leaders can see their teams, their companies, and their people through this global pandemic (and other crises in the future). The following are his own words:

Managers sometimes forget that the people we lead have lives outside of the office. This is true always but is amplified when a crisis occurs. We need to remember that our job is to serve their teams, to help them be as aligned and productive as possible in the short and long terms.

Crises are exactly when we need to think about what they might be going through, and realize that the partnership we have with our employees is more than a transaction. If we’ve ever asked our people to make sacrifices, like working over a weekend without extra pay, we should be thinking first about how we can support them through the tough times. When we do right by people when they really need it, they will run through walls again for our organizations when things return to normal.

Let them know it’s okay to breathe and talk about it. In a situation like COVID-19 where everything was disrupted and people are adjusting to things like working from home, it is naturally going to be difficult and frustrating.

The best advice is to encourage people to turn off the TV and stop frequently checking the news websites. As fast as news is happening, it will not make a difference in what we can control ourselves. Right now most of us know what our day will look like, and nothing that comes out in the news is going to materially change it. If we avoid the noisy inputs, we’ll be much better able to focus and get our brains to stop spinning on things we can’t control.

And this may be the only time I would advocate for more meetings. If you don’t have at least a daily standup with your team, you should. And encourage everyone to have a video-enabled setup if at all possible. We may not be able to be in the same room, but the sense of engagement with video is much greater than audio-only calls.

We also risk spiraling if we think too much about how our companies are struggling, or if our teams cannot achieve what our organizations need to be successful. It’s like the difference in sports between practice and the big game. Normal times are when leaders game plan, strategize, and work on our fundamentals. Crises are the time to focus and leave it all on the field.

That said, do not fail to observe and note what works well and where you struggle. If you had problems with data quality or inefficient processes before the crisis, you are not fixing them now. Pull out the duct tape and find a way through it. But later, when the crisis subsides, learn from the experience and get better for next time.

Find a hobby. Anything you can do to clear your head and separate work from the other considerations in your life. We may feel like the weight of the world is on our shoulders, and without a pressure release we will not be able to sustain this level of stress and remain as productive as our teams, businesses, and families need us.

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