For some time now we have been debating the pros and cons of retail chains taking over markets that used to be the domain of mom and pop operations.
While these chains bring economic advantage, most of the time, because of their scale, they often are unable to provide the customer service and satisfaction that family owned retailers were so known for.
Earlier this afternoon I experienced this very phenomenon at this CVS pharmacy. I was at the counter at 5:03 on. The shutters were not down. So I obediently stood for somebody to come take care of me.
In about 3 minutes this person comes to the counter and says "they have taken our drawers so we cannot help you".
ARE YOU FREAKING KIDDING ME?
You keep texting me that my order is ready but a 3 minute infraction is enough to send me back.
What's wrong with this model? I will tell you: the customer is missing from the equation. It's all about earning per share and operating income. Screw the customer who pays our bills.
This is ridiculous.