A swell of distrust toward corporate America, exacerbated by off-shoring of U.S. jobs - followed by lay-offs of thousands of employees, incredibly high executive salaries and higher than ever profits by certain industries. In the annals of customer service, we may be experiencing more consumer vigilantism than ever before. Frustrated by the usual Asian-accented call center customer service rep, customers are sending "email bombs" to corporate executives or going straight to the top after uncovering direct numbers to executive teams not easily found by mere mortals. For some people, the experience of bad customer service cuts so deeply that it transforms them from merely upset customers into an activist no longer just looking for a refund, but out for revenge.
In 2006, one such customer of the company - Cingular (now AT&T) believed that his computer speakers were ruined after a technical glitch. Frustrated at the company's lack of response to his complaints, he created a video as a grad-school project. In his video, he created an animated angry bandit in the shape of Cingular's orange trademark, complete with an AT&T blue-and-white pirate's bandanna and an eye patch shaped like Apple's logo. His video, "Feeling Cingular" has been viewed nearly 40,000 times on YouTube.
Behind such extreme tactics is a growing disconnect between company promises and customer perceptions of what they both think was expected from the initial product or service transaction. Technology is aiding the uprising, empowering consumers to blanket the Internet with negative comments about well-known products or companies. And lately, evaporating home equity, job insecurity, and rising prices are more apt to make the average consumer snap by submitting YouTube videos like the Cingular one mentioned that shout "YOUR COMPANY SUCKS!" to a cyber-savvy audience, with extraordinary impact.
Corporations have responded with what is called "executive customer service". These "Valhallas of customer service" as Ben Popken, editor of The Consumerist, had called them, are powerful support reps who may sit at corporate headquarters. Customer complaints that come to executives threatening legal or P.R. action are handled by these specialists. These highly empowered customer service experts are kept under wraps so the average consumer would find it extremely difficult to contact them, or even know they exist. But they do exist at companies like Washington Mutual, Circuit City and US Airways according to Business Week Magazine.
One high-profile customer got everything he demanded and more after finally monopolizing the ear of an executive customer service person at US Airways. He told Business Week that "The customer service person agreed when I said, you guys as a company, regardless of who you are, exist because of me and my fellow paying passengers." I think this is what I have been saying to corporate execs since the day I created this blog. The customer is not always right, (unlike the motto of some businesses) however, they are always the customer!
DJC
Don Converse
Sunday, April 6, 2008
Wednesday, March 26, 2008
Service vs. Greed
Customer service at a gas station went by the wayside with the invention of self-serve. I am not going to even try to implore the greediest industry in the world to suddenly service us consumers with a smile (although I do think they laugh every time I fill up my car!). With that said, I do believe that if gas prices would come down to a reasonable rate based on good ole' supply and demand, I would no longer have the feeling that my pockets were just vacuumed at the self-serve pump.
I am not a political advocate, nor have I taken up the torch for many causes, but when I filled my car today, the best price I could find was $3.47 a gallon for regular at a pump in Poway, California. Now, I am not seeking the ridiculously low prices of my youth (30 cents a gallon when I first began driving, sometimes lower), but I do believe that gasoline consumers are being hosed royally at today's prices. When Exxon/Mobil is making more profits than any company in the history of the universe, I have to ask how they are doing it. I believe supply and demand plays little part in the setting of prices for gasoline and oil. GREED however, greases the profit wheel for the oil companies.
Here I will insert a suggestion that was sent to me from an anonymous reader who thought we should each send this to 30 other people:
"A former Halliburton engineer, offered this good idea. This makes much more sense than the 'don't buy gas on a certain day' campaign that was going around last April or May! It's worth your consideration. I hear we are going to hit close to $ 4.00 a gallon by next summer and it might go higher!! Want gasoline prices to come down? We need to take some intelligent, united action. The oil companies just laughed at that because they knew we wouldn't continue to 'hurt' ourselves by refusing to buy gas . It was more of an inconvenience to us than it was a problem for them. But, whoever thought of this idea, has come up with a plan that can really work.
By now you're probably thinking gasoline priced at about $2.00 is super cheap. Me too! It is currently $3.49 for regular unleaded in my town, Seattle. With the price of gasoline going up more each day, we consumers need to take action. The only way we are going to see the price of gas come down is if we hit someone in the pocketbook by not purchasing their gas! And, we can do that without hurting ourselves.
We CAN have an impact on gas prices if we all act together to force a price war. Here's the idea: For the rest of this year, DON'T purchase ANY gasoline from the two biggest companies (which now are one), Exxon/Mobil. If they are not selling any gas, they will be inclined to reduce their prices. If they reduce their prices, the other companies will have to follow suit. But to have an impact, we need to reach literally millions of Exxon/Mobil gas buyers. It's really simple to do! Acting together we can make a difference. If this makes sense to you, please pass this message on. I suggest that we not buy from Exxon/Mobil until they lower their prices to the $2.00 range and keep them down. This can really work! Keep it going!"
I also believe this would have a great effect. Thanks for reading.
DJC
I am not a political advocate, nor have I taken up the torch for many causes, but when I filled my car today, the best price I could find was $3.47 a gallon for regular at a pump in Poway, California. Now, I am not seeking the ridiculously low prices of my youth (30 cents a gallon when I first began driving, sometimes lower), but I do believe that gasoline consumers are being hosed royally at today's prices. When Exxon/Mobil is making more profits than any company in the history of the universe, I have to ask how they are doing it. I believe supply and demand plays little part in the setting of prices for gasoline and oil. GREED however, greases the profit wheel for the oil companies.
Here I will insert a suggestion that was sent to me from an anonymous reader who thought we should each send this to 30 other people:
"A former Halliburton engineer, offered this good idea. This makes much more sense than the 'don't buy gas on a certain day' campaign that was going around last April or May! It's worth your consideration. I hear we are going to hit close to $ 4.00 a gallon by next summer and it might go higher!! Want gasoline prices to come down? We need to take some intelligent, united action. The oil companies just laughed at that because they knew we wouldn't continue to 'hurt' ourselves by refusing to buy gas . It was more of an inconvenience to us than it was a problem for them. But, whoever thought of this idea, has come up with a plan that can really work.
By now you're probably thinking gasoline priced at about $2.00 is super cheap. Me too! It is currently $3.49 for regular unleaded in my town, Seattle. With the price of gasoline going up more each day, we consumers need to take action. The only way we are going to see the price of gas come down is if we hit someone in the pocketbook by not purchasing their gas! And, we can do that without hurting ourselves.
We CAN have an impact on gas prices if we all act together to force a price war. Here's the idea: For the rest of this year, DON'T purchase ANY gasoline from the two biggest companies (which now are one), Exxon/Mobil. If they are not selling any gas, they will be inclined to reduce their prices. If they reduce their prices, the other companies will have to follow suit. But to have an impact, we need to reach literally millions of Exxon/Mobil gas buyers. It's really simple to do! Acting together we can make a difference. If this makes sense to you, please pass this message on. I suggest that we not buy from Exxon/Mobil until they lower their prices to the $2.00 range and keep them down. This can really work! Keep it going!"
I also believe this would have a great effect. Thanks for reading.
DJC
Sunday, March 16, 2008
The Gift of Starbucks
There are few companies that I can honestly say walk their talk. I believe one of those also happens to be one of my favorite places to visit: Starbucks Coffee. Not every Barista Partner at every Starbucks location is as friendly as I would like them to be, but as for service, if not perfect, they are at least very good. As for their "talk", here is a paragraph that is posted on the Starbucks 2007 Annual Report:
"The bottom line - We always figured that putting people before products just made good common sense. So far, it’s been working out for us. Our relationships with farmers yield the highest quality coffees. The connections we make in communities create a loyal following. And the support we provide our baristas pays off everyday." I would agree.
I admit it, I love Starbucks. Their product, their service, the ambiance of their stores (I get an immediate lift just walking in the door and receiving a hit in the face from that heavenly aroma - every time!) and the green apron-clad smiling faces behind the counter. There have been many instances at many Starbucks stores that my wife (another Starbucks lover - the biggest in the world perhaps) or I have experienced special treatment that surprises the most optimistic of expectations. I have had to wait an extra few minutes for the coffee to brew, and with an apology from the person behind the counter, have been handed a free cup of fresh coffee. This has happened at least three times to me.
My wife, Duchess, and I were in a Starbucks in Los Angeles shortly after visiting her dying mother. After handing us our drinks the barista asked my wife how she was doing (not knowing her or her mother). Duchess said, "Oh, I've been better. My mom isn't doing so well." The barista came out to our table with a plate of "special coffee cake" and politely said, "Eating something good always makes me feel better. I'm sorry about your mother." We were both moved to tears by his compassionate generosity.
They are not always perfect. I was in a Starbucks in a north San Diego county town I do not often visit a few weeks ago. I ordered my usual (a Grande Vanilla Latte) and headed down the road savoring the smell for just a few minutes in my car before I slowly sipped my first sip. To my dismay, something was wrong. Either the milk had soured or the vanilla was rancid.
I called Information on my cell phone and asked for the number of the store. They connected me to a delightful sounding barista whose name I have since forgotten. I explained what had happened and she said, "Oh my! Please come back immediately." I told her I was already too far away and I only wanted to tell her so this would not happen to the next customer who may order a similar drink. She said, "We pride ourselves on getting your drink right. Please come back any time and we will make it up to you." I said, it was unlikely it would be soon, but I would remember.
I happened to be near that same Starbucks store just the other day and remembered the cheerful promise. But, why would they believe me? I didn't even remember the person's name to whom I had spoken to those many weeks ago. I walked in and told the lady behind the counter my story, and she was making a Vente (larger than a Grande) Vanilla Latte before I even finished my story. She apologized for my inconvenience and handed me my free drink with a smile. Okay, maybe they are perfect.
Those, and many other, pure customer service acts are the kinds of things that endear people to a company and/or product. As long as we live, Duchess and I will patronize Starbucks for those acts of "...putting people first" What can I say, give me a cup of Sumatra, a warmed scone and a smiling barista in a green apron and I'm happy. Ahh, life's small gifts.
DJC
"The bottom line - We always figured that putting people before products just made good common sense. So far, it’s been working out for us. Our relationships with farmers yield the highest quality coffees. The connections we make in communities create a loyal following. And the support we provide our baristas pays off everyday." I would agree.
I admit it, I love Starbucks. Their product, their service, the ambiance of their stores (I get an immediate lift just walking in the door and receiving a hit in the face from that heavenly aroma - every time!) and the green apron-clad smiling faces behind the counter. There have been many instances at many Starbucks stores that my wife (another Starbucks lover - the biggest in the world perhaps) or I have experienced special treatment that surprises the most optimistic of expectations. I have had to wait an extra few minutes for the coffee to brew, and with an apology from the person behind the counter, have been handed a free cup of fresh coffee. This has happened at least three times to me.
My wife, Duchess, and I were in a Starbucks in Los Angeles shortly after visiting her dying mother. After handing us our drinks the barista asked my wife how she was doing (not knowing her or her mother). Duchess said, "Oh, I've been better. My mom isn't doing so well." The barista came out to our table with a plate of "special coffee cake" and politely said, "Eating something good always makes me feel better. I'm sorry about your mother." We were both moved to tears by his compassionate generosity.
They are not always perfect. I was in a Starbucks in a north San Diego county town I do not often visit a few weeks ago. I ordered my usual (a Grande Vanilla Latte) and headed down the road savoring the smell for just a few minutes in my car before I slowly sipped my first sip. To my dismay, something was wrong. Either the milk had soured or the vanilla was rancid.
I called Information on my cell phone and asked for the number of the store. They connected me to a delightful sounding barista whose name I have since forgotten. I explained what had happened and she said, "Oh my! Please come back immediately." I told her I was already too far away and I only wanted to tell her so this would not happen to the next customer who may order a similar drink. She said, "We pride ourselves on getting your drink right. Please come back any time and we will make it up to you." I said, it was unlikely it would be soon, but I would remember.
I happened to be near that same Starbucks store just the other day and remembered the cheerful promise. But, why would they believe me? I didn't even remember the person's name to whom I had spoken to those many weeks ago. I walked in and told the lady behind the counter my story, and she was making a Vente (larger than a Grande) Vanilla Latte before I even finished my story. She apologized for my inconvenience and handed me my free drink with a smile. Okay, maybe they are perfect.
Those, and many other, pure customer service acts are the kinds of things that endear people to a company and/or product. As long as we live, Duchess and I will patronize Starbucks for those acts of "...putting people first" What can I say, give me a cup of Sumatra, a warmed scone and a smiling barista in a green apron and I'm happy. Ahh, life's small gifts.
DJC
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