Linda Haugsted

When I Rule the World
September 4, 2007

Though professionally I’m a business journalist, in my private life, I’m a wife and homeowner with rules about budgets and how I should be treated as a consumer.

Because I intend in this space to write about customer service, for better and for worse, I have been trolling the blogosphere, and I found out I am not alone in my high expectations from the various companies that I choose to serve me. (I've been learning some new epithets in the process, FYI. some customers refer to their service providers as “incompetent, poo-flinging chimps”).

Some things just make sense, and when I rule the world, things will be done differently.  Things, for instance, like a requirement that the Fed Ex guy or gal take one more step, and ring the doorbell, when delivering a refrigerated package bearing the phrase “Perishable – Medicines” on a 105-degree day. That makes sense.

Boarding planes by seat location (windows first, followed by middles, then aisles)? I think that might speed things up a bit. Taking 10 minutes to find out what the latest board rules are from the Transportation Safety Administration, so you don't stop the line at the metal detector COMPLETELY, in FRONT OF ME. That makes sense.

I think it also makes sense for cable operators, on their bills, to tell subscriber if they are in short-term, discounted packages. Nothing frosts my chaps at bill-paying time than unexplained charges on any bill, be it credit card or my cable tab. It means I have to call customer service for a billing explanation. I have to listen to endless on-hold promos for services I already have. It means I have to give my name, Social Security number and address to every person to whom I speak. It means a half-hour (if I'm lucky ... and I'm never lucky) out of my life.

 In past instances such as these, I'm told I was getting a "special price" but now it's expired. I try to make notes on trial offers or deals I get from vendors, but with all the things I have to do in a day, that doesn't always happen. But not listing the existence of special pricing on a bill, the new, "full price," and the rationale for it always smacks of "we're making this up as we go along." I believe that's not true, but I can tell you from reading the consumer blogs, many customers feel as I do.

Here's an idea: how about always listing the deal, and its expiration date, on the bill? Yes, I know that means that some consumers (and I might be one of them) might call as the deal expires and downgrade their service. We have household budgets to manage. Why not beat me to the punch with a call to reinforce the products I have been enjoying and perhaps even talk me into a new product? I think that's better than a surprised consumer calling you, in a huff, and totally resistant to anything you have to say.

Consumers, you're welcome to tell me your tales of service woe. Maybe I can shed some light on your issues. Providers, you're welcome to slap me upside the head (virtually) if you think I'm off-base. Let's make service relationships better.

Posted by Linda Haugsted on September 4, 2007 | Comments (4)