David J. Danto
Business travel
thoughts in my own, personal opinion
eMail:
ddanto@IMCCA.org Follow Video &
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Service
Malignancy
I just wiped out my frequent
flyer balance, buying tickets for holiday season travel for my family. I hated getting tickets at the
“standard” level (which is my airline’s not so new euphemism for double the
price of miles to remove their availability restrictions) but I had no
choice. Even though I consider the frequent
flyer miles “currency” and the tickets obtained with them “a purchase”, my
airline doesn’t. They feel that they are
an award that they’ve bestowed on me and they can devalue them at any
time. On November 1st United
joins other airlines and wipes-out the guaranteed rates for mileage award
travel, essentially devaluing them significantly. If I hadn’t emptied my account, my miles
would have been worth far less than they are now. No customer is happy with this situation, but
as I and others have explained
many times, the airlines “don’t really
give a shit” (as John Oliver said.)
The consolidation of the industry means they don’t have to – there is no
longer a choice to use another provider if one is unsatisfied. Nothing will get better until the airline
industry is re-regulated or collapses (or is Uber-ed)
so I just shrugged and spent the miles.
While
most small and medium businesses (and even some big businesses) have made ‘the
customer experience’ a prime focus of their activities – knowing full well the
cost of poor customer service – there are still a growing number of firms that
have made “not giving a shit” about customer service their corporate
credo. It seems to be a growing
malignancy in today’s service world.
Take
for one example the venerable and respected newspaper the New York Times:
We live
in New Jersey and have ordered home delivery from The Times – something that
should be a simple task – for over 20 years.
I have switched to reading all my news on-line, but my wonderful wife is
one of those people that likes holding the paper as she reads. (You know the type – the odd ones that have
mastered the ability to fold the columns vertically as they read on the
train.) That paper is supposed to come
at 6:30am – so one can take it with them on their commute – but on the days it
actually comes it arrives closer to 11am.
The person who delivers it has asked us not to call The Times and
complain if there is an issue, as it costs her a penalty for each
complaint. She dropped-off a note with
her mobile number and said to call her directly. Regrettably, when we do, her voice mail is
always full. When we finally had enough
of this we called the NY Times delivery number, which I later found out is not
really the NY Times, but rather a firm they outsource delivery to (in their
name.) When we complained, they offered
us a discount. When we said it wasn’t
about the money, it was about the service, we got nowhere. We then asked to cancel the subscription, at
which point their computers “had some difficulties” and were “going slow.” After we were on hold for about 30 minutes
waiting out the difficulties, we finally asked for a supervisor, and then said
we wanted a return call from someone that actually works at the NY Times
circulation department. We’re still
waiting. Regrettably, the only choice we
have at this point is to cancel the subscription, which seems to be an odd
result for the newspaper to desire, but is the obvious result of this tolerated
poor service. (By the way, if you know
anyone at the NY Times that would care to hear the details, tell them to feel
free to contact me.) We have a poor
customer experience, an organization that doesn’t provide an easy way to
escalate problems, and one that apparently doesn’t care about the perception.
Take,
for another example, the venerable and respected broadcaster CBS:
CBS has
relaunched another television show in the Star Trek franchise. Star Trek: Discovery
is the newest show, but it is available only via CBS’ new, paid, streaming
video service “CBS All Access.” The show
is best described as “dark” – it is visibly darker than past Star Trek shows
and has a darker perspective of the future – one that is not nearly as hopeful
as the vision of the future that has been an element in all past Star Trek
series. (In fact, if one wants to watch
a show closer to Star Trek’s original vision, Seth MacFarlane “The
Orville” – even with its really stupid jokes – is more in Star Trek’s
legacy than Discovery – which makes sense as it has a production team with many
ex-TNG people.) However, as I’ve always
said, bad Star Trek is still better than most TV programming, and because I was
already subscribed to CBS All Access to watch The Good Fight, I’ve been
watching the new series.
Unfortunately,
watching the 6th episode of Discovery Sunday night was impossible. The CBS streaming service melted down. Anyone trying to watch it would see twenty
seconds of a scene, then the picture would freeze, blank-out and say “loading”
for 10-15 minutes. If you waited that
long, when it came back, you’d get twenty more seconds until it froze and
disappeared all over again.
Star Trek: Discovery as experienced this past Sunday night
Complaints on ST: Discovery's Facebook Page
The
first thing one does in such a situation nowadays is check out social media to
see if the problem is just local to you.
On twitter, there were a few people saying how great the episode was
(oddly enough these rah-rah comments about the show were posted before they
could possibly have watched the entire episode) and there were hundreds of
people complaining about how the stream wasn’t playable. There were also hundreds of complaints on
their Facebook page. A visit to the CBS
All Access website did not provide any updates on the service, and didn’t
contain a phone number to call for service – only an email form. I used the form – to say ‘if they can’t
provide an explanation of why this happened and a guarantee it won’t happen
again I’ll cancel the service. ‘
The
next morning, some
articles were published about the issue, where CBS claimed that the problem
only affected 5% of people and it was quickly remedied. That seemed very fishy to me. When I did get an answer to the form later in
the day, it actually had a CBS All Access phone number on it
(888-274-5343.) When I called the
number, the agents completely contradicted the CBS statement, explaining that
the whole service was down all day, and they still don’t know why. Again here we have a poor customer experience,
an organization that doesn’t provide an easy way to escalate problems, and one
that apparently doesn’t care about the perception – and won’t hesitate to lie
about it to the press. All I’d have to
do is find an uncomfortable seat and I would swear I was on an airplane.
Then,
take as a final example, my local Nissan
dealership’s service department:
I
brought my Nissan Altima into them in late August, just before the service warranty
was going to expire. After repairing a
broken tail light, they did a complete inspection and found nothing wrong. Six weeks later I brought the car back in for
an advertised $19.95 oil change, and this time they suddenly found that the
front brake pads had dropped from 7mm to 0mm – when the car was barely driven
in that time. Also, as you can see
below, the 5mm rear brakes that were graded as “green” while I had warranty
coverage on service, suddenly were rated as “yellow” with the same 5mm pads.
Finding
a rotten car mechanic and a dishonest dealership was never that difficult to
do. But finding one that lies on paper –
and again in this case doesn’t care about the public perception – is as galling
as it ever was. (Note: after reading this blog the Nissan dealership
called and said they’d “make it right” at no cost if I brought the car back
in.)
Poor
customer service is spreading – especially in industries where there is little
to no competition or where the product or service is exclusive. We consumers will have to find a way to make
these large organizations care at some point, if necessary by just boycotting
their products. For now however, we
certainly should publicize every circumstance, demand refunds and burn miles –
making sure we don’t let the uncaring firms profit from their actions.
This article was written by David Danto and
contains solely his own, personal opinions.
All image and links provided above as reference under
prevailing fair use statutes.