Everybody says that the economy is bad. Businesses have to go the extra mile to get and keep good customers. I’m not so sure.
Our household had been getting the daily newspaper delivered for many years. I know I am a dinosaur, but I like to curl up in a comfy chair and read the paper. I like spreading it out on the floor on Sundays and clipping the coupons—-and doing the huge Sunday crossword.
But our local paper, in all of its wisdom, laid off our wonderful and very competent deliveryman and hired all new people. I felt so bad for him—he took his job so seriously. And then the problems started. On any bad weather day I would have to drape the wet paper all over the living room to dry it out. Yes, it was in a bag—but the bag was wide open on the sidewalk and the rainwater just rolled right in. Competent guy always tied the bag shut or double bagged the paper—-I told you he took his job seriously. Never once did he deliver a late or wet paper. New guy, not so much. I called and complained—I mean, what good is a paper that you can’t read. After about the third wet paper, I cancelled the delivery.
And then the calls started. Can’t we cajole you into a free trial of the paper. Won’t you give us another chance? Oh, pretty please? Where was this attitude when I complained? I am so amazed at companies that won’t rectify a simple problem when it occurs but will then spend hundreds of dollars to get you back as a customer. I must have been called every other week for several months. No, no and no. And then I had a change of heart. I missed the Sunday delivery a little bit. And a wonderful, ebullient saleslady called and promised that the paper would be double bagged and that I’d never have another delivery problem. Would I like weekends only, for a 13 week trial? Okay, I give. I subscribed again. It lasted for two weeks. Yep, you guessed it. Never once was the paper double bagged, and it arrived today wet again.
When I called to cancel, the customer service rep (or was he a company defense man?) told me that it was never their policy to double bag the paper. Do these people talk to each other? One promises what the other can’t deliver? I would’ve been more than happy if they just tied a knot in the bag so that the paper was readable when I brought it in.
So, there it is. I expect the calls begging me to come back to start next week. Everything will be different this time, oh, we promise….won’t you justCLICK! (That’s me hanging up).
Thanks for letting me rant….