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PaperclipPerfector  1yr ago (text post)   28112 thread views

Culture War Roundup for the week of September 18, 2023

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Yeah, that's the problem. Because that approach does lead to the "not my job, not my problem" attitude with staff, where a small amount of extra effort could avoid something becoming a major problem later on, but eh why should I care, the boss doesn't, I'm just gonna do my hours and not a finger's worth of extra effort.

And so customers go "they're all equally shitty, which one is cheapest?" and for cost-cutting, employers go the "it's a minimal job for minimal staff" and the outcomes are what we've all experienced: hanging on the phone trying to get the options from the automated menu instead of talking to a real person; if you do get a real person, they're working off a script in an overseas call centre and can't help you even if they wanted to; they don't want to, because everyone knows call-centre work is shitty and this is only something they're doing until they can get something better; help lines aren't helpful, and the degradation in quality continues so long as people will put up with it because it's not worth shifting from service provider A to service provider B since they all use the same kind of cost-cutting measures.

But automation and AI will make it all better, so even the minimal people will be out of jobs to be replaced by the Helpful Friendly ChatBot! Except I don't expect AI to be exempt from the "it's a minimal job, cut expenses as much as possible, this may be crappy but it's good enough" attitude, either.

I've seen the jokes about the American DMV and I don't know what they are like in reality, but that's all part of the "minimal job for minimal people" attitude and how it corrodes any sense of wanting to do something to help people. I've had low-level public-facing public service jobs where it would have been easy to go "not my job, not my problem" and leave people hanging, versus putting in a bit more effort to try and help them solve their problem and tell them what to do and how to navigate the bureaucracy, even though that wasn't formally part of the job.

But if that is not wanted, and indeed punished, by "I don't care who I hire so long as they can turn up sober and speak English" attitudes to 'it's a job any minimally competent person can do and doesn't need good workers because if they're any good they're going to leave for something higher up and better paid' positions, then bored, indifferent and even actively aggressive clerks who shut the window just as your position in the queue moves up to it are what you're going to get. "Oh, I could have stayed open five more minutes beyond my official closing time and taken that form, but now you're going to have to wait another two hours in line? Not my job, not my problem".

I think you're on to something here and it is reminding me of a post on Pakistani vs Japanese manufacturing that I remember reading a month or two back but now can't seem to find. One of the take-aways was that the sort of "not my job not my problem" attitude often behaved in similar ways to a pathogen as what's the point of putting in effort if the next guy down the assembly line is just going to fuck it up.

Here.

That's the one, thank you.

I thought it was only a week or two back - I remember reading it very recently. I haven't had any luck finding it either though. I want to say @screye was involved?

@AsTheDominoesFall, found it. It was 3.5 weeks ago, where i was thinking 4 - 6. I couldn't remember the title and it didn't show up when I did a search for "manufacturing" and various other related terms.

Ah, the post I was thinking of must have been inspired by that one, it was a tangent in the main thread iirc - although I still can't find it, so maybe I don't.

naah, can't recall that one :/

Probably one of the other resident south-asians ?

But they were doing so before this. Most of the jobs I’m thinking of have been in a race to the bottom for decades. People want low prices and labor has a fairly high cost so most service roles are bare bones, purposely dumbed down so anyone off the street can do it, and quite often understafffed from even their own plans. People don’t actually care in most instances. They want cheap, and probably don’t even notice the service end unless it particularly bad. So there’s never really been a reason to worry about quality in low level workers. And as I said above, at the wages most of these jobs can afford to pay, you really don’t get to keep qualified people that long. That young go getter who’s really bright and helpful will probably be doing something else pretty quickly because the pay sucks and he’s got options. If you paid enough to keep him, the room rates go up and you have more empty rooms. The same would go for low level retail. If you paid enough to attract talent you’d have to raise your prices, and people generally don’t really put up with that when there are other cheaper options.

And every once in a while, someone does better customer service, word gets around, and people start actually going over to the better firm. Which then finds they can't scale the better customer service, returns to the crappy norm, and we're back where we started.

Hmm I'm starting to think we've gone over this before...

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