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Do the rest of you have this reaction? I walked into a Staples store on Sixth Ave. and 23rd St. in Manhattan Thursday night, needing a few mundane items
I was helped by five – count ‘em, five – nice people with smiles and time and knowledge. One young woman met me at the door, pointed me in the right direction. One clerk dug out a 2012 datebook from a bottom shelf and another fitted refills for several pens, hardly big-ticket items and all requiring more than a few seconds of attention. And two cashiers could not have been more pleasant. Then I read Paul Krugman’s Friday column in The New York Times that Staples has a policy of hiring for service, rather than downsizing. Those polite and well-prepared people were not there by accident. I had the same experience on the phone the other night when I tried to cope with the hopeless non-instructions that came with a new HP printer. I was stunned to get through to Customer Support in Kolkata. The young man said “Calcutta,” the old Anglicized version, as if to reassure his grumpy caller, but we have a family affinity for India, and I knew I was in good hands. He talked me through the inscrutable process and the printer was humming in a short time. Meantime, we hear politicians braying about growing the economy, but the biggest fortunes seem to be amassed by entrepreneurs – no names mentioned -- who line employees against a brick wall and machine-gun ‘em down. I’m not good at the math, but my visceral impression is that I am going to give my business to companies that provide service, whether in person or from Kolkata. Doesn’t that make sense to you?
Bruce K
1/8/2012 08:22:49 am
Customer service has gotten so bad that we are surprised to receive good service in a store or restaurant. But, in this economic downturn, doesn't it make sense that good service translates into good word of mouth, and therefore, repeat business? I would love to discover that this is going to become the new normal for our country.
George Vecsey
1/8/2012 11:26:57 am
I always get a kick out of women in traditional costumes bowing and greeting outside Japanese or Korean department stores. But I would settle for workers in US stores who have been told they are there to give service. Too often, that kind of staffer has been downsized so that a top executive can have a bigger payoff. Comments are closed.
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QUOTES
Measuring Covid Deaths, by David Leonhardt. July 17, 2023. NYT online. The United States has reached a milestone in the long struggle against Covid: The total number of Americans dying each day — from any cause — is no longer historically abnormal…. After three horrific years, in which Covid has killed more than one million Americans and transformed parts of daily life, the virus has turned into an ordinary illness. The progress stems mostly from three factors: First, about three-quarters of U.S. adults have received at least one vaccine shot. Second, more than three-quarters of Americans have been infected with Covid, providing natural immunity from future symptoms. (About 97 percent of adults fall into at least one of those first two categories.) Third, post-infection treatments like Paxlovid, which can reduce the severity of symptoms, became widely available last year. “Nearly every death is preventable,” Dr. Ashish Jha, who was until recently President Biden’s top Covid adviser, told me. “We are at a point where almost everybody who’s up to date on their vaccines and gets treated if they have Covid, they rarely end up in the hospital, they almost never die.” That is also true for most high-risk people, Jha pointed out, including older adults — like his parents, who are in their 80s — and people whose immune systems are compromised. “Even for most — not all but most —immuno-compromised people, vaccines are actually still quite effective at preventing against serious illness,” he said. “There has been a lot of bad information out there that somehow if you’re immuno-compromised that vaccines don’t work.” That excess deaths have fallen close to zero helps make this point: If Covid were still a dire threat to large numbers of people, that would show up in the data. One point of confusion, I think, has been the way that many Americans — including we in the media — have talked about the immuno-compromised. They are a more diverse group than casual discussion often imagines. Most immuno-compromised people are at little additional risk from Covid — even people with serious conditions, such as multiple sclerosis or a history of many cancers. A much smaller group, such as people who have received kidney transplants or are undergoing active chemotherapy, face higher risks. Covid’s toll, to be clear, has not fallen to zero. The C.D.C.’s main Covid webpage estimates that about 80 people per day have been dying from the virus in recent weeks, which is equal to about 1 percent of overall daily deaths. The official number is probably an exaggeration because it includes some people who had virus when they died even though it was not the underlying cause of death. Other C.D.C. data suggests that almost one-third of official recent Covid deaths have fallen into this category. A study published in the journal Clinical Infectious Diseases came to similar conclusions. Dr. Shira Doron, the chief infection control officer at Tufts Medicine in Massachusetts, told me that “age is clearly the most substantial risk factor.” Covid’s victims are both older and disproportionately unvaccinated. Given the politics of vaccination, the recent victims are also disproportionately Republican and white. Each of these deaths is a tragedy. The deaths that were preventable — because somebody had not received available vaccines and treatments — seem particularly tragic. (Here’s a Times guide to help you think about when to get your next booster shot.) *** From the great Maureen Dowd: As I write this, I’m in a deserted newsroom in The Times’s D.C. office. After working at home for two years during Covid, I was elated to get back, so I could wander around and pick up the latest scoop. But in the last year, there has been only a smattering of people whenever I’m here, with row upon row of empty desks. Sometimes a larger group gets lured in for a meeting with a platter of bagels." --- Dowd writes about the lost world of journalists clustered in newsrooms at all hours, smoking, drinking, gossipping, making phone calls, typing, editing. *** "Putting out the paper," we called it. Much more than nostalgia. ---https://www.nytimes.com/2023/04/29/opinion/journalism-newsroom.html |
