Why the Customer is Often Wrong

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Thank you for the thoughts I just read. My view is that most times customers tend to approach their compliants with a bit of arrogance which culminates into the unexpected response from companies.
Customers ought to remember that company officials are as human as they are; they are not all good in public relations skills and so may respond to arrogance with contempt and "I don't care" attitude.

Vicent Olowo 9:26AM April 30, 2010

I just found this article but wanted to share what's been an interesting experience in the cable industry. Until Verizon entered the cable market in the northern NJ area, Cablevision was the only option in town.
The company had a reputation for horrible customer service. It took me about 4 months to resolve when the company claimed I missed a payment 8 months prior, despite having proof from the bank that Cablevision had retrieved payment from my account via electronic transfer. During those 4 months my cable kept getting turned off despite being told by managers and supervisors repeatedly that this would not happen while we were working on resolving the matter. Call after call at 40 minutes plus a pop, all the way up to corporate finally resolved the matter, only after which I was told that they didn't have a payment on record from even further back - they missed cashing a check I had sent in (and I hadn't noticed either).
For all of the aggravation I received nothing - not a free month of cable, nothing. (Oh, they did offer 3 free months of HBO, a service I wasn't already subscribing to. Thanks.) But many of us got our resolve when Verizon came to town with Fios. Nothing is perfect, but there was a massive shift from Cablevision to Verizon and to this day they pound the pavement trying to get their customers back - mind you without any offer to make amends for their previous behavior. (Instead they try to scare us and say that Verizon will sneakily up our bill despite the rates we locked-in.)

Nicole of NJ 3:51PM April 12, 2010

We've all heard of the Pareto principle or the 80/20 rule that you alluded to regarding Sprint and it's "firing" of customers. Because the minority spoil it for the majority, companies create rules that inconvenience everyone to fight this problem. It's possible that Sprint decided their reputation was low enough that getting rid of problems (from their point of view) could only increase their bottom line. We only have the word of these customers that they've been wronged. It seems most people have a sense of entitlement to everything and refuse to accept real mistakes.
What about the stories where people claim they found some kind of objectionable material in their food, only to be proven as con artists? Is the media reporting on these stories more or have these incidents increased? If the latter is true, I wouldn't blame companies for their more jaundiced view.

Jimmy of MD 8:41AM March 22, 2010

Hi Johanna! Thank you, it is good to be back!
So true about receptionists- and I would add hostesses at restaurants, too.

Kimberly Palmer of MD 4:16PM March 18, 2010

Welcome back, Kimberly, and welcome to Maryland. :)
Maybe your friend was told otherwise, but the advice I've always heard is that even if your flight is delayed, you should go to the airport and go through security as if it were on time, in case it is "un-delayed." Not that I've ever actually seen a flight get un-delayed. But you never know.
But what puzzles me (and I don't know if anyone else shares this experience) is that the vast majority of doctors' receptionists I've dealt with lately have been unspeakably rude. You'd think that in this economy there would be enough people looking for work that employers could be a bit pickier about their receptionists' people skills. The receptionist is the first and last person you see when you visit the office, so when they shout at you for so much as daring to ask a question, it can make a pretty bad impression.

Johanna of MD 1:14PM March 18, 2010

I think it's sad that a company -- or a person -- wouldn't apologize for something when they are at fault for fear of being sued. I know this also happens after car accidents all the time. I don't like it.

Kimberly Palmer of DC 10:55AM March 18, 2010

Sorry to say this, but it is just common knowledge that corporations do not admit fault where they could be sued.
They should apologize for the experience, as in, "We're sorry you felt you had a bad experience," but no one is going to admit fault for the specific incident unless their lawyers are complete morons.
Most consumers do not know this.
Some consumers do know they cannot apologize, but can use that fact as a reason to rant a little bit and try for some type of consolation prize (a free meal next time, some coupons, a partial refund, etc.), because they do not want you to continue screaming about how you never got an apology for the precise incident you are complaining about. Instead, it'll be some peripheral issue, like your overall "experience."
But never ever assume that anyone is going to admit fault upfront.
The lawyers are advising them not to. It's standard in business much of the time, depending on the type of incident.

Informed of IL 5:35PM March 17, 2010

I would think that it really depends on what the customer is complaining about.
I find it amazing that a major national bread and bagel place often undercooks it's bagels and pastry in my area to the point they are often doughy and often has issues of dirty dishes or is out of self serve coffee. I really should not go there but am doing them a favor if I complain. They could really be in trouble someday.

Eriemaster of OH 2:48PM March 17, 2010