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12 April 2017 @ 07:12 am
Grade inflation in the private sector  
I learned a long time ago that when a business asks me to evaluate something they did for me, anything below “Super Duper Excellent Wow” means I was dissatisfied and perhaps they should call me to find out in detail what I didn’t like. A Lyft driver explains.

Thanx to [personal profile] andrewducker
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tx_cronopiotx_cronopio on April 12th, 2017 01:30 pm (UTC)
I had no idea. I generally save the top rating for truly exceptional, and for me, four stars on a five-star scale is WELL DONE! So, I guess I need to revise my thinking. Not that I use Lyft, but it sounds like this is becoming a widespread phenomenon.
Lydy Nickersonlydy on April 12th, 2017 04:02 pm (UTC)
It reminds me of a customer service class I was required to take in the '90s. I was working as a closer for a mortgage company when rates were fluctuating up rapidly. As a closer, my job was to schedule the different parties to attend the closing, and provide the mortgage documents. If documentation from the borrower was missing, it was my job to make sure that they provided the correct documentation prior to the closing. i also, sometimes, needed additional documentation from builders, title companies, or attorneys. All of my borrowers were on company relocation, and under huge amounts of stress.

The class talked a lot about 100% customer satisfaction, and how that was the only acceptable goal. I explained that, honestly, that just wasn't possible. I couldn't make someone happy with being relocated from a low property value location (Texas) to an insanely expensive location (San Francisco), and thereby lose their entire life savings (no, really). I couldn't magically make someone happy that the builder hadn't put in the carpet, and so the town wouldn't issue a Certificate of Occupancy. I couldn't create satisfaction for someone with four children being moved in the middle of the school year. I could not change the fact that if the client had not locked in his rate already, he'd have a half percent lower interest rate, and significantly lower mortgage payments. Most of this was out of my control, but I was going to have an unhappy customer. Hell, some of them called to yell at me because they couldn't yell at their wife, who had been living with three small children, one dog and two cats in a small motel room for the last three months because the title company was having trouble clearing an easement. I mean, I was happy to shoot for, I dunno, 95% satisfaction. But, honestly, there was a lot that I simply could not fix, no matter how kind and smart and responsive I was.

The trainer insisted that the goal was 100% satisfaction, and that this was a reasonable and achievable goal.

When I started seeing those "customer satisfaction" surveys, I kinda figured it was the same deal. I asked, once, and was assured that anything less than a 10 of 10 rating got him talked to, severely. Same damn bullshit. Just another stick to beat your workers with, not an actual tool to identify and solve problems. "The beatings will continue until morale improves."

El Coyote Gordo: pissedsupergee on April 12th, 2017 06:29 pm (UTC)
One reason I stopped filling those things out is that I guessed they were looking for someone to punish.