February/March 2023 - 9

DISENCHANTED WITH 9-TO-5
Overall, 37% of all workers and 48% of Gen Z agreed
that their attitude toward work is focused primarily on
getting the job done.
* 57% of all workers, but only 43% of Gen Z, agree that
they go above and beyond on the job.
* 52% of all Gen Z and millennials agree that they are
growing disenchanted with the 9-to-5 lifestyle.
This lack of ambition is impacting the level of customer
service. The Wall Street Journal report points to a survey
conducted by television providers NBC and Telemundo,
in which 75% of respondents said that customer service
had gotten worse during the pandemic. 78% needed to
contact a company multiple times to deal with a single
concern. 55% never did get their problems resolved.
WHAT THIS MEANS FOR EMPLOYEES -
INCLUDING SALES REPS
Kelly notes that, " It's understandable, especially for
young people, to be disenchanted and disengaged with
work. Gen Z grew up in the shadow of Sept. 11. They
lived through the great financial crisis, the pandemic, wars,
losing their senior year of high school and a chunk of their
college experience when schools sent them home, political
and social upheaval, runaway inflation and high interest
rates, making it nearly impossible to save money, purchase
a home or lead a life anywhere near their parents' lifestyle. "
THE BEST REVENGE IS SUCCESS
Clearly, they were dealt a bad hand, but what does Kelly
suggest that they do about it? " Rather than coasting, show
management how awesome you are by being productive.
While everyone else is on cruise control, you must rev up
the engine and blow past all your co-workers. It won't be
too difficult, as they don't care, " Kelly wrote.
" People will start noticing you. Managers will want you
on their team and projects. Promotions will come your
way. Recruiters will hear about you and headhunt you for
better-paying roles at other firms. Your confidence will
grow, along with the skills that you're honing. The best
revenge on your boss and company is to succeed and make
more money than they earn, " he added.
Certainly, if your employer does not reward your
exceptional performance in this particular business
climate, it is time to move on.
WHAT THIS MEANS FOR OPERATORS
With customer service at an all-time low, an excellent
customer experience is now being defined by:
* Not being left on hold.
Photo 25320297 © Ivaylo Sarayski | Dreamstime.com
* A quick response to a problem.
* A self-serve solution that is immediately accessible,
such as live chat.
* Actual human contact with a live operator.
* Rapid follow-up to a sales inquiry or a service issue.
* Not sending a survey to document every customer
service experience.
* Human interaction beyond the basics, such as
entertaining a client.
As a company, avoid being sucked into the mediocrity
vacuum, just because client expectations have been lowered
by all the excuses that have been available since March
2020. Make a new, companywide commitment to not only
covering the aforementioned fundamentals but also going
above and beyond when serving your clients.
If you happen to find some young and energetic
employees who reject the idea of acting their wage, do not
make the mistake of taking them for granted. These people
are your future leaders, the ones who will drive your
company to success. Reward them. ■
About the author
VendingMarketWatch.com contributing editor and
industry consultant Bob Tullio is a content specialist
who advises operators in the convenience services
industry on how to build a successful business
from the ground up and advises suppliers on how
to successfully connect with operators. Tullio's
YouTube channel, b2b Perspective, is designed to
" elevate your business in two minutes. " Visit www.tulliob2b.com or
email bob@tulliob2b.com.
February/March 2023 * VendingMarketWatch.com 9
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February/March 2023

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