Sidevalve:
Rjan:
Juddian:
[…] and most especially look after the customer who after all actually pays all of our wages,
I tend to think of it as being the other way around, that I’m paying the customer’s wages (and their profits). We aren’t in a customer service industry where the aim is to help people enjoy themselves during their leisure time, and where what pleases the customer is not necessarily your exploitation and subservience (although a minority of customers may enjoy relating to waiters and receptionists in that fashion).
The supposed “customers” are bosses, and your idea of keeping the customer happy, allowed to go to its conclusion, is little different from getting on your knees in Max Clifford’s office.
You don’t have to be subservient to look after a customer well. Being smart, presentable, efficient and polite isn’t akin to toadying, it’s a key part of being professional; which, before anyone says lorry drivers don’t merit such a description, is defined in the OED as “Engaged in a specified activity as one’s main paid occupation rather than as a pastime”.
I guess I do look after customers, but I look after them the same as I look after the lady who needs help crossing the road, the man who stops me to ask for directions. “Customers”, by which we actually mean bosses in this context, get no special treatment whatsoever, if they were expecting any.
Incidentally, “customers” properly so-called, by which I mean consumers dealing domestically or in their leisure time with a business, are often shafted by bosses the same as workers are, if it means making a quick buck.
And since when did anyone need a customer (of any description) as a reason to turn up to work reasonably dressed, to be polite to others, to be efficient and effective in one’s own work? Do monkeys in trees even wake up every day with the intention of irking every other, and of being so incompetent that they fall from every vine and drop every banana they grab?
When you, as a driver, deliver something you are representing not only your own employer but in the case of general haulage your employer’s customer too; and by doing your own job well you are helping to ensure repeat business for both which keeps you in a job. It really is that simple.
I don’t generally pretend to represent any of them. Nobody, in my experience, even expects me to, unless they were labouring briefly under the misapprehension that I actually plan the movement of goods and am responsible for lateness or shortages or whatever.
And in fact, if today’s boss lost business, I’d probably end up employed by tomorrow’s boss, because I’m paying their wages and creating their profits, remember, not the other way around. My work is a key factor in production; their contractual arrangements in which bosses recast themselves as my (and each other’s) “customers” are certainly not a key factor in getting work done.
It’s actually just an inefficient charade whose primary economic function is to disrupt workers’ solidarity and attack settled pay and conditions - and, evidently from this conversation, workers have forgotten so much about class relations that it actually works.
The reason why industrial consolidation and vertical integration was the name of the game until the 1980s is because it’s actually vastly more efficient in a variety of respects - it’s how the West became an economic powerhouse, how men were put on the moon, how world wars were won, and how good public services from cradle to grave were afforded. Even morally shadier exploits, such as the conquest of Africa and the Far East, were not achieved by some wobbly hierarchy of two-bit businessmen all calling themselves each other’s “customers”.