Ben Franklin's Post

Benjamin Franklin, the great philosopher, inventor and American patriot would likely develop a new vision to encourage and maintain the tradition of the post office and yet, conform or most probably exceed the demand for cost effective, customer service.

Mandated by Congress to serve every person with an address in the Union, the United States Post Office has through mismanagement after the privatization during the 1980s managed its way into a money-pit. Core service-first values were lost in bids to compete with retailers for collectables. Coloring books and other give-away items cost the Post Office millions of dollars in a bizarre bid to entice customers to use the service: the only standard letter service available.

Still, USPS operates better than most corporations with local delivery in one to two days. Other services require a week or more for to the door service.

Certainly, in a bid to look customer friendly, corporations would like the USPS to just go away. The fact that they encourage customers to receive email or online statements instead of printing saves them millions. Customers are left to download and print statements using printer, ink and paper. The cost cutting adds to bottom line profit of the corporation but increases costs to customers. Having USPS makes the large corporations look as cheap as they are providing substandard service to their revenue stream.

USPS could develop an innovative way to decrease cost to the citizens and provide better service. Perhaps, cease to offer volume discounts to the corporations who seek its demise.

In line with his historical personality, Ben Franklin would be pleased to find his post office providing 21st century service beating the battle of the powers that be (in his time, the monarchy – in our time, the corporations) to provide communication between the citizenry at a reasonable cost for the service.

Our forefathers were greatly independent of authority promoting the common good for citizenry as a priority. They were cautious of large organizations, even their own government with a recommendation for a complete overhaul, not just revision, every 20 years. Traditional organizations such as the Post Office were mandated to meet the needs of the people of the Nation which was why it was (until the 1980s), subsidized by the government.

United States Postal Service, Success or Failure…only the future will tell.

The NEW Customer Service

Your business is important to us, please hold. Currently, your wait time will be 2 minutes. Your business is important to us, please hold. All of our relationship managers are busy, please hold. Your business is important to us, please hold. All of our customer service representatives are busy, please hold. Your business is important to us, please hold. Press zero to speak with an operator. Your business is important to us, please hold. Press one for English, press two for Spanish, press three for Chinese. Your business is important to us, please hold. A customer service representative will be with you in 7 minutes. Your business is important to us, please hold. Press one to review your account. Your business is important to us, please hold. If you would like to pay your bill, press three. Your business is important to us, please hold. All representatives are busy, please go to www dot we couldn’t care less about our customers dot com. Your business is important to us, please hold. Your wait time is now 3 minutes. Your business is important to us, please hold. If you would like to return an item, please hold. Our relations specialists will be with you in a moment. Your business is important to us, please hold. If you would like to place an order, please go to our store location or visit our website. Your business is important to us, please hold. Our customer care managers will be right with you. Your business is important to us, please hold. If you would like to know more about your account, please visit our web site. If you would like to discuss an error on your bill, please hold. Your business is important to us, please hold. You are next in the service queue; a service associate will be with you shortly. We are sorry but you have exceeded the wait time, please call back when a customer service representative is available.

Simple Accounting

American banks really should try using simple accounting to remedy their issues. It seems they’re too busy with whatever you want to call what it is they do, rather than accounting for the money and assets within their institution.

Case In Point:

21st Century bank statements don’t cover proper accounting, or what should be banking procedure. At least, procedure as defined for anyone who has completed basic high school accounting. As the high school student can tell you for your accounts to balance you need the following:

Receivables, this is a list of all deposits.

Payables, this is a list of all debits. Debits may be broken down into several categories, checks, transfers, fees, charges. The proper form is a list for each category.

Summary, this is a short list of the account showing previous balance, in, out and current balance.

You’d think with all the technology at their disposal, they’d include all pertinent information on the statement.

Today’s mail brought a bank statement which included a summary and a running balance.

Transaction History or Running Balance, this is a list of the in and out from the account. This is nice to include a running balance sheet but is not a statement of account.

This running balance is good to know if you tend to overextend yourself, but kiting checks puts you in danger of bouncing checks, getting charged mega-dollars in fees, not to mention bouncing checks is illegal.

The question that comes to mind: If this is the state of banking at this small level, imagine what a mess it is on a large scale…

What’s that you say? You’ve been reading the financial news headlines?… Well, then you already know…

Oil Company Spokesperson Recommends Walking

News Flash

In an unprecedented move today, Oil Companies collectively agree that walking is a preferred mode of transportation for most citizens. The loosely associated collective of behemoth companies have agreed to price their commodity completely out of the reach of most citizens sending the recent statical trend of increased reserve and reduced consumption to spike drastically.

While getting to work may be a problem for most people, an oil company spokesperson said, off-the-record, “our people aren’t really the concerned with the general population or the economy. Quarterly profits will be up and people will have to figure out how to pay or walk.”

When asked if this won’t adversely affect the company in the long term, the anonymous spokesperson said, “The point of raising prices is more profit now. It should be evident; we have no long term plan.”

Back to you in the studio…

A New Thought

Shocking as it seems, not everyone watches TV. With the increase in mind-numbing commercials coupled with the dumbing-down of prime-time content, and the drool invoking repetition of nonsensical, yet not humorous, slogan spewing heads, it’s truly amazing that carriers receive payment for the hook-up. Shouldn't they be paying you?

Salesman: I’d like to offer you a package discount on services. I see you don’t have our TV service.

Human: Yes.

Salesman: Who is your current provider?

Human: No one.

Salesman: Who?

Human: We don't have a provider. We don’t watch TV.

Salesman: Don’t watch TV?

Human: No.

Salesman: I can offer you 220 stations with all your favorite shows and additional channels for just an additional $30 per month to your current services.

Human: No thank you. We wouldn’t use the service.

Salesman: May I ask why not?

Human: Because we don’t watch TV.

Salesman: Don’t watch TV?

Human: No.

Salesman: At all?

Human: No, not at all.

Salesman: (exasperated) Really?

Human: (giggle) Yes, really. But thank you for the offer. If I change my mind I’ll give you a call. Thank you for calling.

Salesman: Okay… thank you.

Often, a newly planted thought of life participation rather than observation is all a person needs to venture out into the world and do, rather than just watch.

Gangsters Honorable, Banks Not

As a student of history, I’m always amazed at the way life plays out and the ignorance of some to understand the basics. In science & philosophy: if THIS is true than THAT will happen. In mathematics: a+b=c. In folk stories: you can’t get blood from a turnip.

J Edgar Hoover had a hard-on to stamp out un-American business practices as his agency defined what was ethical i.e. American. He saw that unethical was legislated to illegal and therefore was un-American. Under this category were business practices that included the sale of intoxicating substances and extortion, racketeering, loan sharking, etc.

Today, a credit card customer may be reminiscing the by-gone days of paying back loans or credit debt at and by the terms and rates they originally negotiated and agreed.

As it happens, a credit card given by a now bought-out bank offered 8.9%. TCM Bank bought the bank and all the credit/debt contracts, they tried to change the rate but said if the account is closed the 8.9% is fixed until the closed account is paid off. So of course, the account is closed. Not knowing how to honor their word, they’ve changed the rate again and refuse to change it back. Even though there is record of contact and regular payments, never late, TCM Bank changed the rate.

Today, the Customer Service Department, don’t you feel sorry for those schleps, said that the credit manager, who doesn’t take calls and their supervisors who don’t take calls, can only change rates higher. Once rates are changed higher, they won’t change them back to the agreement. The account has been noted and he’ll put in a request but the credit department denies all requests by customers to maintain agreements. It’s 3-5 days until the denial will be marked on the account.

Excuse me?? The agreement was 8.9% rate fixed until the closed account is paid. Hey, a deal’s a deal! 8.9% fixed. That’s the deal.

The customer service supervisor said that the only place he knew that customers can take any grievance is the Better Business Bureau. So BBB is the only recourse. http://bbb.org

The Better Business Bureau web site is fabulous! Consumers should use this site regularly. It’s user friendly. Not surprisingly, TCM Bank popped up with all three of their addresses listed. Apparently, this is not the first agreement they’ve failed to honor.

Dear President Obama, Congress, Judges and FBI:

Please allow Guido back in business because when you made a deal with Guido, it was a deal. He didn’t change the terms. History will record that loan sharks were more honorable than so-called American banks and lenders are today.

Sincerely,
Every American Consumer

Gouge and SyCophant: a tragic comedy

Monsieur Gouge and Sy Cophant, his clerk, were deep in conversation. Profits were down and Monsieur Gouge was not pleased with the return on his money.

Sy Cophant: But sir, the whole economy is slow. When the others use the consolidation formula pulling increased profit out for their stockholders, we see less earnings.

Monsieur Gouge: That’s no excuse Cophant! I want results. We must get results!

Sy Cophant: We could look at expenses again.

Monsieur Gouge: I knew you’d think of something. Read them.

Sy Cophant: Overhead: building, heat…

Monsieur Gouge: What can we lower?

Sy Cophant: The temperature. We’ll save on the heating bill this winter.

Monsieur Gouge: Your suggestion?

Sy Cophant: Well, research shows people usually slip their jackets off when they come into the store. I suggest we lower the temperature so they don’t have to remove their coats as they shop. That way, they’ll stay comfortable while shopping.

Monsieur Gouge: Very considerate. How much? How much?

Sy Cophant: The estimates show a 10 – 20% savings on the heating bill depending on the difference between the outdoor and indoor temperatures.

Monsieur Gouge: Excellent! Make it 30%! What’s next?

Sy Cophant: There are the employees, sir.

Monsieur Gouge: They always cost so much. What about them?

Sy Cophant: That’s the trouble sir, they’ll stop being customers if they don’t have jobs.

Monsieur Gouge: How many times have I told you, Cophant? The employees just cost money! They aren’t customers. The customers shop. The employees cost. When will you get that straight?!

Sy Cophant: Sorry, sir. You’re right, sir.

Monsieur Gouge: Lower the wages.

Sy Cophant: Lower the wages?

Monsieur Gouge: Yes, lower the wages. Except yours, Cophant, you get a big bonus because you do as I ask.

Sy Cophant: Thank you, sir.

Monsieur Gouge: How much?

Sy Cophant: Well, they’re already at minimum wage, sir.

Monsieur Gouge: Damn government. This is the government’s fault. So, what do we do?

Sy Cophant: We can lay-off staff.

Monsieur Gouge: Yes, lay them off.

Sy Cophant: Who exactly?

Monsieur Gouge: How much is payroll?

Sy Cophant leans over toward Monsieur Gouge holding the papers at an angle, points to a number on the balance sheet.

Monsieur Gouge: What? That much?

Sy Cophant: Employee wages are down 30% from 10 years ago.

Monsieur Gouge: All of them.

Sy Cophant: All of them?

Monsieur Gouge: Yes. I want that money. Stop paying everyone. Except you, Cophant, you can have another bonus. You are so useful.

Sy Cophant: Thank you, sir. I appreciate that, sir. But sir, the customers?

Monsieur Gouge: Sometimes, I don’t know about you, Cophant! You seem so smart and then you ask the dumbest questions. Haven’t you heard about self-serve?

Sy Cophant: It will be done.

Monsieur Gouge: So, how do we increase sales? Get more customers? Do you think I should Twitter?

Customers, please don't bother us!

Mr. Franklin, my boss would get upset if the phone wasn’t answered by the second ring. Why? The customer was important to Mr. Franklin. Without the customers he wouldn’t be in business. The cultural standard for companies was to have the best customer service possible. A company wanted the best customer service because they wanted to have more customers and happy customers were good customers, loyal customers. So way back then, I answered the phone quickly and courteously because I didn’t want to disappoint my boss or the customer.

If the occasion happened when I didn’t have an immediate answer for the customer or another company employee was required and on another line, the customer was asked if they preferred to a) leave a message, or b) could hold for a short time. If they said they would like to hold, we were to notify the company person/department that they had a call waiting. At first, it was by note, then we upgraded to a flashing button on the phone. The idea was for the customer to be the least inconvenienced as possible. Why? Because we wanted to serve the customer, so they would be our customer.

By the attitude (and time on hold), today’s company couldn’t care less which company you use, or what services you have with them.

Case in point, I want to add to my service, don’t have to, just want to. Before I decide how much service to add, I’d like to know my options, the cost, you know, the details, the fine print. So, I called. The first thing the recording announces: Go to www.we.don’t.talk.to.customers.com to find your own answers or hold for 10 minutes.

I opt for both. I hold the line and turn on my computer.

The website isn’t intuitive but I navigate to the service area which provides only general information and a shopping cart. I click on all the links to hidden information to find some additional charges but still not all the answers to my questions.

After 20 minutes, Mark answers the phone.

Customer Service: “Hi I’m Mark. How can I make you very pleased with our service?”

I laugh: “Mark, at this point VERY pleased isn’t even on the scale. I’ve been on hold 20 minutes. But if you could answer some questions I have about…”I continued to explain what I wanted, that the website offered only general information, I needed answers to my questions before adding to my service.

Mark was very pleasant and said: “Let me see if I can get that information for you. Would you mind holding while I get that information?”

“Okay, I’ll wait a minute.”

Ten minutes later. “Hi this is Veronica, I’m sorry but your account isn’t showing on my screen.”

Back to square one.

Veronica answered the questions and was in the process of filling the shopping cart attached to my account.

“No. I don’t want to add the service unless you can attach it to my current plan.”

“But it doesn’t make a difference.”

“Yes it does. I want everything all on the same contract.”

“But you have different dates now.”

“No, my contracts are all together.”

“On your account, it shows… you’re a very long time customer… oh… they are on the same date. Why is that?”

“Because, if I’m not happy… I can decide not to renew my contract, all on the same day.”

“Really? Wow…So can I add the service?”

“Unless you can add it to the current contract, I’ll just wait.”

“You won’t have to wait and it will only be a $175.00 fee to cancel if you don’t renew your other contract.”

“Yes I know.”

“So I can add the service?”

“No, because I don’t want to have the fees attached to different dates.”

“No one ever asks about that.”

“It seems so.”

“On a scale of 1-5, 5 being best, how would you rate my service on this call.”

“I didn’t really get any service, but I was on hold for more than 30 minutes before you answered some of my questions.”

“I’m sorry.”

Bottom line:Cost to this company because they were unable to provide the additional service without penalty fees: $100. Plus I’ve gone from not thrilled, to unhappy with their attitude toward me, their customer.

But what’s $100. times how ever many other customers get frustrated?

My old boss, Mr. Franklin would have been angry if any of his customers were treated with such distain. He would have fired the offender and personally called the customer and made sure they were pleased with the service, his personal attention, and probably thrown in a little extra to make up for the trouble.

Don’t fret over me. I’m not holding my breath until a supervisor calls to make sure this long time customer is a happy customer. They won’t be making more money off me for additional services I want because they’ve made it too aggravating to add it. It affects their bottom line every day, but they really don’t care so long as customers don’t inconvenience them.

Adult Noun Deficiency

It’s another symptom of adult attention deficit disorder, thought studder, or whatever you want to call it that happens with frequency when stress, distraction or overload is the mode of the day. It would be most annoying if I didn’t usually find it absolutely funny.

The phone call

Store Clerk: May I help you?

Me: Yes, well, I hope so… I’m looking for the, the…

Clerk: um

Me: Sorry, I’m having a moment, I can’t think of what it’s called…

Clerk: Okay

Me: It’s the stuff that’s under the deck that catches the water that drains off decks, do you know what I mean?

Clerk: Yes.

Me: Do you have some?

Clerk: It’s in stock.

Me: Great, how much is it?

Clerk: um… What’s it called?

Me: I don’t know.

Clerk: It’s over by the corrugated roofing supplies.

Me: Okay… Can you look it up?

Clerk: I need the name.

Me: Yes, me too. That’s why I called.

Clerk: Can you hold on? I can go look.

Me: Sure, I’ll hold.

Musical Interlude

Clerk: Hi, Are you there?

Me: Yes.

Clerk: It’s Deck Drain.

Me: Laugh

Clerk: Laugh

He continued and gave me the size and price information.

Me: Thanks

Clerk: No problem.

Cliffhanger Concluded

Just as I was posting the update...

Serina called, she's the contact, the president of the board, and if memory serves, I think I've read her name as a reporter for a local newspaper. We'll be meeting in town at a coffee house later.

She said several times that this was about good faith. Is that what this is about? What exactly does that mean?

Perhaps, I wonder too much, but did LaDonna just get out of fulfilling her obligations by passing the delivery on to another friend/associate?

At this point, I believe I'll get the gift certificate in a few hours. But it's not a victory in any sense of the word. The overall tone wasn't appropriate to the positions of the people in this situation. The gift certificate needed to be hassled out of them and even then, begrudgingly given, by way of a messenger who is not responsible for the fiasco; it's just plain... sad.

I wonder, what was the real motivator? Why did this become such an important issue yesterday?

In the end, we've decided to donate the gift certificate to a cause that we know will use it. Perhaps, that will help with healing from the sadness of this most unnecessary situation. Then, we just move on.

Cliffhanger continued

Here we are, wondering about customer service again... An update to the door prize situation. It's now after the " 8/1 deadline" and I received a call 8/18.

"This is LaDonna."

I know it hasn't been that long, but Let Go & Let God really does work! I was driving and thinking about my to-do-list, etc., so I was a bit fuzzing about the name for a second. This makes me chuckle, because I was really hot on this just a few weeks ago.

Anyway, three calls and six emails from LaDonna directly yesterday. With the results that I'm to meet with someone else, some day at some location in town and someone will call.

Oh, then an associate of LaDonna's sent an email that she was highly offended by my blog. Originally, I did not use her name but the company name, she said she was offended that Google didn't bring up her company as a mail service. I had reported what I found on Google, M**** company was a computer company. I stand corrected, M*** company is a mail service company and has been so for over 20 years. I've removed the name of her company, not because she asked nicely because she didn't (in fact her email was in RED) but because I don't know all the details of their relationship, and sometimes things aren't necessarily as they seem, perhaps she's been drawn into a situation rather than voluteering to cover for her friend.

Anyway, in an another email the same associate reported the post office was unable to locate any of the letters. (It reminded me about the return receipt request, what was that number again?)

In all fairness, the postal service isn't always the greatest. But as I mentioned in conversation with LaDonna, we've had our share postal problems in the past at a different address (really, who hasn't had missing mail from time to time) and I do sympathize.

However, it doesn't change what these people have been telling me. LaDonna says the mail company mailed the letters, that's why she uses them. The mail company said that they were tracking the letters as a favor to a regular client but they didn't mail the letters.

All the drama aside, current status: waiting...

Poor Service Saga Continues...

Poor Service Saga Continues…

The ongoing theme in American Culture today (or maybe it’s just me) is poor service. Here’s the latest on a still pending story.

On 5/31, my kids and I picked up trash along a planned corridor as part of the Keep America Beautiful, and Keep Benton County Beautiful campaigns. We attended the conclusion ceremonies and were surprised by “winning” a door prize.

Instead of the prize, we were given a promise note:

“Congratulations! You have won the Keep Benton County Beautiful drawing! To redeem your $25 Lowe’s or Home Depot gift certificate and packet of other goodies (coupons, product and a t-shirt), please contact LaDonna Meredith by August 1st at 479-*phone number* or at keepbentoncountybeautiful@ (When prizes are redeemed, photographs will be taken for the local newspaper.)”

(Phone Number & contact info listed on their website http://keepbentoncountybeautiful.com )

So, I emailed.

Talking with a friend, she said she had had some business with LaDonna, she was very difficult to get a hold of, she doesn't return emails, in fact, she had a really hard time getting a return call from her. My friend encouraged me to call often.

So, I called & left a message. I was diligent in calling, as my friend suggested.

La Donna returned my call after a week or so. She said she had been sick with the bird flu and would put the certificate in the mail, I should have it in a few days. I waited several days. Called to let her know I hadn’t gotten it. She didn’t call back.

So I called & left a message. I was diligent in calling once a day. La Donna picked up the phone. She said she’d had surgery and would mail the certificate return receipt request. I should have in a few days. I waited a few days. So I called to let her know that it had not come. She didn’t call back.

Finally, La Donna & I spoke again. She said she had been sick with pneumonia. But that she had a stack of gift certificates and would send another out right away.

Of course, I didn’t receive anything. So I called again, regularly. My messages were, as you can imagine: nice, firm, hope you’re not sick again, hey what’s going on, why not just give me the address to pick up the prize packet, if you’re sick is there someone else handling the business, etc...

Believe me, I’m not stupid. I know when someone is ignoring me. But by this time, really it’s the principle. She issued promise notes with a deadline then refuses to fulfill her end of the deal.

So I started talking to people. I found that she’s funded by Walton Family Foundation. I called them.

I told the story about LaDonna's illnesses, mailings and the missing prizes, is there someone else to contact? They are very nice. But it’s against their policy to give out information.

Listed on the website keepbentoncountybeautiful.com is an alternate name President Bob M** & his phone number. I called. It’s disconnected.

This morning, I get a call from a company, the woman says La Donna M** is their client and she’s verifying the address. They’re checking the dead letter bin at the post office because LaDonna may not have put a return address on the envelope. I mentioned the return receipt request form that should be attached according to what LaDonna told me.

I googled and found a different company by the same name, I'm thinking this is a little game.

Out of courtesy, I called La Donna, and left a message.

‘I know you had a friend call. I did make it through the 7th grade, I know it’s a game. So you can send the prize like you said you would or I’ll just mention to anyone that might want to know that LaDonna is a liar. It’s up to you.’

What happens when a non-profit organization that receives foundation funding promises door prizes at an event and doesn’t provide them?

What happens to that money?

If the prizes were donations from Lowe’s or Home Depot, what happens when gifts for distribution are not distributed to the prize winners?

Can the prizes be used by people associated with the "cause"? Is that okay? If so, why give out prize notices at all?

Why do they let people who fail to fulfill obligations be the Director of organizations?

The actions or inactions, as the case may be, appear to be deliberate and systemic. Therefore, I don’t believe I’m the only one that has requested the prizes and not received them.

Why all this "it's in the mail" when I'll pick up the prize and the packet as it says on the flyer? I've asked, why don't they have an address to pick up the prizes, even if at this point, they don't want my smiling face for the newspaper?

Cliffhangers:

Will the Foundation fund this organization next year?

Will the Director finally get it together and distribute the prizes at the last minute?

...to be continued...

XBOX SAGA ~ UNIVERSALMANIA.COM

The experience of having business with an ethical company that truly puts the customer first is so rare, but so pleasing, gushing on them just isn't enough. Shop http://universalmania.com

The story began with my 17-year-old wanting to upgrade the xbox for online game play. Reluctantly, I agreed that he could shop online & find his Nirvana machine. Our super tight budget this year, made this purchase more than Christmas for him.

So the box arrived, the features most used & features learned, it seemed fine for about 60 days or so. But then a problem surfaced. One feature didn't work. Updates and online service was consulted. In the end, the box needed to be returned.

Universal Mania was so nice about it. The arranged for UPS pick up for one box, a FEDEX label for another box and a new xbox arrived in a few days.

The new box arrived and within a short time, the same feature was discovered to be missing.

Universal Mania swapped again.

The new box arrived and within hours, the same feature was discovered to be non-functional. Again, consulting online help, because we really wanted to keep this xbox. The company had been so nice, I felt horrible emailing yet again.

It was the supplier that was responsible for the condition of the xbox, but Universal Mania were so accommodating and kind. They have discontinued business with the faulty supplier.

They were so nice about refunding the money, I will shop with them for any electronics we may want.

I want everyone to buy something from them. Support a good company that stands behind their products.

Shop http://UniversalMania.com

Since they no longer offer xbox, my gamer is looking for that elsewhere, but has his eye on a Universal Mania GPS when he gets his own car.

Thanks Kurt for everything. You've been more than wonderful!

Customer Dis-Service Continues

Okay, Okay, it's a pet-peeve, I admit it.

I received my replacement credit card in the mail today.

The plastic card had a sticker on it that read: Please call to activate after 9/22/08 & the 800 number.

When I called the 800 number to activate the card, the recording referred me to another 800 number because the computer had "no record of that number".

Dragon answered the phone.

Somewhere in the Northeast probably New York by the sound of Dragon's accent, there lives a mother who actually named her child, "Dragon".

Dragon had a difficult time understanding my problem, after thre times explaining the situation, he "got it" and put me on hold.

I have to give credit to him, despite apparent lack of training, he came back on the line several times to check to know if I still waited on hold. Finally, the answer came, I just needed to wait until next month to activate the card, the sticker was printed incorrectly.

Not Dragon's fault but I think the corporation could get their act together a bit better in their mailings and train their customer service a bit better and maybe, maybe, even pay a living to excellent customer service people who do their job well... just a thought.

Customer Dis-Service

Ever been disrespected by your credit card company? I hear it happens all the time to folks who, ummm, pay their bills.

Apparently, in some meeting, the smart people at the top decided to treat all their customers the same.

Pay your bill or don’t pay your bill, you will be calling someone in a distant land, who doesn’t quite understand what you say, no matter what you say, or how you say it and they will deny charges and create embarrassing situations, perhaps, even ruin your relationship with stores, business people and even with your employer, and why?

The answer comes in broken English, “You are using your credit card.”

But what are the details you ask? Perhaps, there was something wrong… something happening that was unusual that alerted the security department to suspend credit?

Here are the gory details: low pending balance plus one family birthday (sent flowers to grandma), business expense (charged a gift to a client), cold weather (charged a purchase of kids’ jackets) and craft projects (Christmas is Coming)…

Was the balance approaching the limit? No… not half way.

Was there a late payment? No… everything’s on time.

Were the charges all at once (like a stolen credit card)? No… charges were made over several days.

The account history shows that credit card use goes up this time of year. So, what’s the problem?

Retail Establishments encouraging spending this time of year should note that some credit card companies are working against them. So, if sales don’t go up put the blame where it belongs, on companies that treat their good customers the same as bad customers. Disrespectfully”.

“So why,” the customer asks, “would you not approve the charge?”

Customer Dis-Service: “You used your credit card.”

Customer: “Was there a problem?”

Customer Dis-Service: “No, no problem.The security department denied the charges.”

Customer: “Did they try to call me to find if they were my charges?”

CD-S: “No. The security department only denies charges.”

C: “I’m sorry, I don’t understand.”

CD-S: “You were using your card.”

C: “Yes, I used my card. But why was the charge denied? Am I close to my credit limit?”

CD-S: “No You have $****.** still available. “

C: “But they denied this $114.00”

CD-S: "Yes"

C: “And didn’t call?”

CD-S: “No, they don’t call”

C: “So they don’t want my business?”

CD-S: “Oh, you are a good customer”

C: “Will they call the company back and amend the situation?”

CD-S: “Amend?”

C: “Yes, will the security department or you, customer service, call the company that you denied the charges and tell them that my account is fine and put the charge through.”

CD-S: "No, you will call them, please."

C: “So won’t correct this situation with the company for me.”

CD-S: "You will call them, and tell them we said your credit is okay.”

C: “But you just told them it was denied.”

CD-S: “Yes, Can I Help You with Something Else?”

C: “Well, you haven’t exactly helped me with this. You do realize that I’ll be using a different company.”

CD-S: “Thank you. Can I Help You with Something Else?”

C: “You’re in India, aren’t you?”

CD-S: “Yes”

C: “Have A Great Day!”

CD-S: “Thank you.”

The security department didn’t pend the charge, they denied it. The guy in India didn’t understand or didn't care that I'll put the charge on a different company's account, didn’t understand or didn't care that it was a problem for me to call them to find out that there was nothing wrong, they just wanted me to call… Isn’t that special?

I’m not sure, but... I think someone doesn’t have a clue…

Customer Service, Ha!

Friends and acquaintances will attest to my continued chagrin when it comes to customer service.

In the old days, whenever a company would want to attract customers, they would provide their products with polite and accommodating service.

One of my favourite services of years gone by was the Service Station.

I recall accompanying my father to the service station on Saturday mornings. It was a big event for a young Daddy’s girl. Not only did I get to be with Daddy, I got to ride in his sports car, top down in the summer. What fun!

Much to my delight, every Saturday we pulled up to the Service Station and a man would hustle out to the car and ask, “May I check your engine?”

“Of course and fill it up!” Daddy replied.

The attendant hopped over to the pump and began the pump. In the time it took to fill the gas tank, the fellow would have washed the windows, popped the hood, checked and added needed oil, checked the air filter, check tire pressure and added air if needed. All this, just as the ringing of the pump bell stopped. (For you young people, there used to be a bell that rang every ten cents, imagine what that would sound like now!)

He’d happily ask, “Is there anything else I can do for you?” as he made change.

If a customer had a question exceeding the attendant’s expertise, that was not a problem. Each station had an on-site mechanic that was happy to answer your questions and schedule appointments (at your convenience) for any work needed.

Oh Yes! And the gifts! If you bought ten gallons or more, the customer would have their choice of gifts. I don’t recall what adults would select. But for a year, my father chose the International Doll Series, each time a new doll was available.

I tell you our parents and grandparents had it made!

Today, we’re overcharged for gas (by at least $2+ plus tax with a cost analysis), pump our own gas, and stand in line to pay a disgruntled, underpaid cashier. When the bill comes in the mail, there’s always something that isn’t quite right. So a brave consumer might venture to call the 800# to ask a question. No human answers the phone, the recording says they value your business… sure they do… that’s why you’re on hold so long! Finally if you make it through the labyrinth of push # for this, push# for that… you’ll reach someone who doesn’t speak English, and they can’t do anything but read the bill back to you. Don’t get too upset because the second they irritate you to frustration, they either put you on hold, or tell you they are recording the conversation from that point forward. In the end they refer you to the web site.

So much for 21st Century Customer Service!