FLYING THE BLOODY SKIES – HAROLD MEYERSON, THE AMERICAN PROSPECT

Soon, no one will fly unless they have no choice. The financial “bonanza” airlines have seen will diminish. Vacations involving flights will sink to the bottom of the pile — and are already doing so. 

We know many people who won’t fly. We are two of them. Between TSA and the airlines, it’s horrible, more like torture than vacation. Every day, more people say “NO PLANES. NO THANKS.” When the numbers start piling up, watch how quickly the airlines will shift position. 

You can’t continuously mistreat the majority of your customers without a payback. It always comes. Sooner or later. 


Dr. Dao received exceptional treatment, but passenger abuse is built into the airlines’ business model.


 By Harold Meyerson / The American Prospect  –  April 12, 2017

Dr. Dao received exceptional treatment, but passenger abuse is built into the airlines’ business model. While the videos of security cops dragging a bloodied physician down the aisle of a United Airlines plane clearly shocked the millions of people who viewed them, my guess is that, at some level, it didn’t surprise them. Indeed, the reason the videos were so damaging to United—and at some level, to the entire airline industry—is that everyone who’s flown in coach during the past several decades knows that the welfare of airline passengers, save for those who fly first- or business-class, is the least of the airlines’ concerns.

Photo Credit: PhotonCatcher / Shutterstock

The systemic abuse of those who fly coach has become the sine qua non of the airlines’ business model, as the incessant shrinkage of the seats and legroom afforded passengers clearly attests. “The roomiest economy seats you can book on the nation’s four largest airlines,” according to Consumer Reports’ Bill McGee, “are narrower than the tightest economy seats offered in the 1990s.” Maverick airlines that try to market themselves as more customer-friendly have been compelled to revert to the industry’s dismal norm.

JetBlue did indeed offer coach passengers more space, partly because many of its planes didn’t devote space to a first-class cabin. When Wall Street analysts condemned company management for being “overly brand-conscious and customer-focused,” however, the airline deposed those executives and in came a new team, eager to install first-class accommodations up front even if it meant squeezing the saps in coach.

The rest of the story on Alternet: Flying the Bloody Skies @alternet

NEW MOMS, NEW POPS

Garry came back from the deli with news. Lance and Betsy have sold the place and are retiring. Someone else is taking over.

Quaker Deli and its friendly and generous owners were among the very first people to welcome us to the valley more than 16 years ago. Until we got our feet under us and began to know our way around, it was a required stop in our daily rounds. They make great sandwiches and sell quality cold cuts. And they always know how we like it sliced.

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But time has had its way with them, as it does with us all. It’s what happens nowadays to almost all “mom and pop” shops. In this case, it’s not a lack of business. It’s simple tiredness. The kids don’t want the business. Mom and pop don’t want to spend all their remaining years on their feet. So, they sell.

This isn’t necessarily a bad thing if only whoever takes over the place would keep it as what it is … a place to pick up a few necessities without going into town. Where you can buy a great lunch, made for you. Buy a lottery ticket or whatever. Most of the new owners of these shops are immigrant families. They see a small business as a ticket to the Dream of America.

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They don’t mind the long hours and hard work. But they don’t necessarily maintain the place in any way that resembles how it was. They go more heavily into higher volume, bigger profit items — like lottery tickets and cigarettes. They stop selling food and making sandwiches. This has happened to every little deli or mini grocery sold since we’ve lived in the Blackstone Valley. If it happens here, we will have to go into town for everything. The last convenience store will be gone.

I have heard over and over again that mom and pop stores are disappearing because we don’t support them, but that’s not necessarily true. It may be true sometimes, in some places. In this case, Lance and Betsey have plenty of business, maybe more than they can comfortably handle. All the truckers stop there to buy lunch. It’s the only place at this end of town where you can get an emergency supply of eggs or half-and-half.

The problem is that — not unreasonably — their kids have different dreams. They don’t want to run the family deli. They want a job where they can sit at a desk and go home without worrying about the business.

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Small business are nonstop work. Buying, selling, bookkeeping. Ordering supplies. Tracking sales and figuring out what you should buy in greater or less quantity … or just stop selling entirely. The shop may be closed, but there’s always work to be done. I’m sorry to see them leaving and we will miss them very much. But I understand. I couldn’t do it.

Among many other reasons, this is why we need immigrants. They will happily do the jobs we can’t or won’t do. Think about that the next time you begin to rail against newcomers to our shores.

Do you want that job? Could you do it? Would you?

CUSTOMER — EMPHASIS ON — SERVICE

Our internet connection went down today. I figured it was a routine need to reboot the router and modem, which I did. Still no connection. A few more tries … and still no internet. And no telephone, since our telephone is VOIP and won’t function without WiFi.

Finally, I had to face the horrible reality. I had to call Charter, get through their voicemail system, get a human being on the phone. Without the internet, we are isolated. Everything requires WiFi. Our cell signal is weak, unstable, with frequent dropped calls. WiFi is like electricity these days. A necessity, not a luxury.

I did it. I won’t review the whole day except to say I burned through the entire cell phone battery and finally got someone who understood the problem. And then … as inexplicably as the problem arose … it fixed itself. I then had to navigate the system again to tell them to cancel the service call. I should have just let them come.

I have reached the end of my patience with voice mail systems.

It got me thinking about the whole “customer service experience.” They always want you to do a survey after a call, but they never ask the right questions. They want to know how the person you (finally) spoke did. Which is usually fine.

What no one asks is “how hard did we make work to get a live person on the phone?” “How many times you were disconnected?” “Are you mad enough to dump our service at the earliest opportunity?” That last one should matter.

No matter how many times I go through this, I always come out of it tired, cranky, and frustrated.

VOICE MAIL: LET ME CHOOSE WHAT I NEED

Every voice mail system starts out saying “Our options have recently changed.”

Your options have not recently changed. “Recently” is a few days or weeks ago. After that, it’s not recent. Change your message!

If I know the number I need, let me press it. Don’t make me sit there while you explain in stultifying detail every permutation of your voice mail system. Everyone is familiar with voice mail. It’s not news. I am not stupid. My time is valuable, just like yours. Don’t waste it.

NUMBER 1 – BURY YE NOT THE LEAD

Whatever your organization does, make sure the first choice in your list is the thing most customers want. Probably not your address, business hours, website address, or the opportunity to hear about your new services — or take a survey.

CustomerSvcFallonQuote

If you are a personal service provider — doctor, dentist, veterinarian, massage therapist, hired assassin — scheduling should be on top. At least half your calls will be people who need to make, change, or cancel (or some combination thereof) an appointment. Don’t send me to a sub menu with more options. Answer the damned phone.

If you are a utility — cell service, telephone company, ISP, power company, water — why do think most people call? Because our service isn’t working. No power, no water, no cell service, no dial tone. No WiFi. No cable. Do not tell me to use the website. If I could get to the website, I would not be calling you.

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Do not force me to spend half an hour listening to a robot tell me to do stuff I’ve already done (and didn’t work), or misunderstand what I’m saying.

Whoever picks up the call must immediately tell me: “Is this a general outage or is it me?”

  1. If the former: When do you expect service to be restored?
  2. If the latter, transfer me to tech support. Don’t ask me to make another call. Don’t give me that damned robot again.

Today’s outage was their issue, but they assured me they didn’t know it. Really? Seriously? You couldn’t ping the line and know there was a problem? You couldn’t figure out that the phone and modem weren’t working from your state-of-the-art central facility?

NUMBER 2 – IT DOESN’T WORK

Option 2 must be Technical Support. Something isn’t working or not working as it ought. Have a human being answer the phone. Even if it involves waiting, don’t make your already upset, angry customer wade through another set of prompts. Take responsibility. Be a person.

NUMBER 3: ABOUT THAT BILL

Option 3: The bill. Which we already paid, can’t pay, shouldn’t have to pay, is actually someone else’s. If you put us into another voice mail system, it will make us angry.

We do not want to leave a message for someone to ignore and never call back. We want to straighten out what we hope is a simple misunderstanding. If you send us to more voice mail or an answering machine — and you don’t return the call immediately — expect to never get your money, or lose our business. I have dropped providers many times and will do it again.

If you annoy me, I will hold a grudge. I am a paying customer. Act like you want my business.

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A CAUTIONARY TALE

I hear so many companies complaining how bad business is. Never do I hear them wonder if their own action or inaction might have something to do with it. Maybe the problem is how badly you treat your customers.

Consider this. Blowing off customers does not endear you to us. If we can, we will go elsewhere. At the first opportunity, we will drop you so fast you won’t have a chance to say “Hey wait, I’ve got a deal for you.”

A couple of years ago, a friend of mine (finally) got FIOS as an alternative to Comcast. FIOS was (a bit) more expensive and had a smaller offering. She changed services anyway. She said: “I hate Comcast so much, I’d happily pay more to anyone just to be rid of them.”

I feel that way about our cable provider, Charter Communications. They think they are invulnerable because we have no choice, but WiFi based services are coming of age. There are more choices today … and more coming soon. It’s a matter of time. The ill-will you are amassing today will ultimately bury you as it has buried providers before you. The good-will of your customer is your only long-term asset. 

It’s a cautionary tale for corporations who think they “own” the market and the customers.

BE NICE TO US. DON’T BE A STRANGER

Talk to me. Be friendly. Make me feel valued. Calm me down. Avoid throwing gasoline on my fire. If you are in a service industry, provide service. That is why I pay you.

PRESS ONE FOR INSANITY

Garry got his “Microsoft is ready for your download to Windows 10” notification. It came in yesterday — less than 24 hours after we got the upgrade flag. This must be a record for speedy responses from Microsoft.

I haven’t gotten mine. I haven’t checked the two desk tops. I’m not sure I want to “upgrade.” I fervently wish I could call Microsoft and talk to a person. Ask a few questions.

Microsoft has no customer service, at least not for folks like me. Maybe for big corporate customers who own thousands of licenses. Perhaps then you get the magic phone number that routes you to a live person who answers questions.

Not me, though. I still don’t know if upgrading to Windows 10 will work on this computer. Or will make Garry’s laptop work better — or not at all. I’ve heard from people who had great experiences and those who had serious problems. I’ve heard of disasters with the new OS.

I’d just like to talk to someone, know someone has my back. Our computers are critical. Central. Our connection to the world. Upgrading an operating system is not a small thing.

This got me thinking about the whole “customer-provider” relationship. Here are some thoughts. (They don’t apply to Microsoft because they are far too lofty to bother with customer service. They don’t deal with humans.)

VOICE MAIL: LET ME CHOOSE WHAT I NEED

Every voice mail system starts out saying “Our options have recently changed.” Your options have not recently changed. “Recently” is no more than three months. After that, it’s not recent. Change your message already!

If I know the number I need, let me press it. Don’t make me sit there while you explain in stultifying detail every permutation of your voice mail system.

Accept this as axiomatic. Everyone is familiar with voice mail. It’s not new technology. We know to listen until we hear the option we need. I am not stupid. My time is valuable. Don’t waste it.

NUMBER 1 – BURY NOT THE LEAD

Whatever your organization does, make sure the first choice in your list is the thing most customers want. Probably not your address, business hours, website address, or the opportunity to hear about your new services — or take a survey.

CustomerSvcFallonQuote

If you are a personal service provider — doctor, dentist, veterinarian, massage therapist, hired assassin — scheduling should be on top. At least half your calls will be people who need to make, change, or cancel (or some combination) an appointment. Don’t send us to a sub menu with more options. Answer the damned phone.

If you are a utility — cell service, telephone company, ISP, power company, water — why do think most people call? Because your service isn’t working. No power, no water, no cell service, no dial tone. No WiFi. No cable. Do not tell us to use the website. If we could get to the website, we would not be calling you.

customer-service

Whoever picks up the call must be able to reply to this: “Is this a general outage or is it me?”

  1. If the former: When do you expect service to be restored?
  2. If the latter, transfer the caller to tech support. Don’t ask us to make another call.

NUMBER 2 – IT DOESN’T WORK

Option 2 must be Technical Support. Something isn’t working or not working as it ought. Have a human being answer the phone. Even if it involves waiting, don’t make your already upset, angry customer wade through another set of prompts. Take responsibility. Be a person.

NUMBER 3: ABOUT THAT BILL

Option 3? The bill. Which we already paid, can’t pay, shouldn’t have to pay, is actually someone else’s. If you put us into another voice mail system, it will might us angry enough to dump you for another provider.

We do not want to leave a message for someone to ignore and never call back. We want to straighten out what we hope is a simple misunderstanding. If you send us to more voice mail or an answering machine — and you don’t return the call immediately — expect to never get your money, or lose our business. I have dropped providers many times and will do it again.

If you annoy me, I will hold a grudge. I am a paying customer. Act like you want my business.

96-Waiting-Worcester_13

A CAUTIONARY TALE

I hear so many companies complaining how bad business is. Never do I hear them wonder if their own action (or inaction) might have something to do with it. Maybe the problem is how badly you treat your customers.

Consider this. Blowing off customers does not endear you to us. If we can, we will go elsewhere. At the first opportunity, we will drop you so fast you won’t have a chance to say “Hey wait, I’ve got a deal for you.”

A couple of years ago, a friend of mine (finally) got FIOS as an alternative to ComCast. FIOS was (a bit) more expensive and had a smaller offering. She changed services anyway. She said: “I hate ComCast so much, I’d happily pay more to anyone just to be rid of them.”

I feel that way about our cable provider, Charter Communications. They think they are invulnerable because we have no choice, but WiFi based services are coming of age. There are more choices today … and more coming soon. It’s a matter of time. The ill-will you are amassing today will ultimately bury you as it has buried providers before you. The good-will of your customer is your primary asset. 

It’s a cautionary tale for corporations who think they “own” the market and the customers.

BE NICE TO US. DON’T BE A STRANGER

Talk to us. Be nice . Make us feel valued. Calm us down rather than throwing gasoline on the fire. If you are in a service industry, provide service. That is why we pay you.

THE PRICE OF TRUST

Nothing is the way it used to be.

A couple of weeks ago, I needed some new nightwear. Nothing fancy. Not interested in lingerie. That’s for display, not sleeping. I’m talking about the ubiquitous sleep tee.

For years, I bought them from L.L. Bean. They were comfortable, loose, soft. Lightweight in summer, heavier, long-sleeved for winter. Then, L.L.Bean stopped making them. They decided we all want heavy flannel or pajama mix and match. In ugly colors.

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I don’t want elastic while I sleep. I want soft, loose, breathable, comfortable. Priced so I can buy more than one. Colors other than flaccid pink and dainty floral on white.

When L.L. Bean stopped making what I want, I switched to Land’s End. I’ve been wearing their sleep tees for more than a decade. But with each passing year, the fabric has gotten less refined, rougher, and the cut skimpier. The neckline has gotten tighter to the point where it’s hard to get your head through it. The price keeps going up.

I gave up. While the price has risen, the quality has dropped to completely unacceptable. I found quality sleep tees on Amazon.

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Did “new Coke” bring new customers to Coca Cola? Or did they give Pepsi a huge boost? Did Windows 8 improve business at Microsoft … or Apple?

Do corporations think we are stupid? Do they think we won’t notice when they sell us junk, reduce quality, raise prices?

I keep hearing that consumers are shopping online instead of at brick and mortar shops and it will drive them out of business. Has anyone in corporate America considered whether or not their products and stores serve the needs of the people they want as customers?

Did you know that Barnes & Noble booksellers — their brick and mortar stores — charge 30% more than Barnes & Noble online? For identical merchandise. If you want a discount card, that will cost you even more. Even with the “discount,” their stuff still costs more than it would online.

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When asked why I should buy at the store, I was told the online and “real” stores aren’t run by the same organization and have different price structures. Which isn’t an answer.

Original Coke came back. Windows 8 will pass into history in a couple of weeks. DiGiorno’s is selling pizza with “original” sauce. Eventually, if we “vote” with our shopping carts, “they” get the message. How long will it take? Will it matter?

The thing is, you can never get back the faith of customers you screw. The relationship is broken. Trust is ruined.

Is there a price tag on trust? How much are we — your customers — worth?

URBAN MYTH?

Once upon a time, there was a company who had a great idea. Create a platform on which all kinds of people could come and do whatever they wanted. They could write, show off their photography or paintings, even show videos and play music.

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They created easy-to-use software and a congenial atmosphere. People flocked to them. They started sites. Talked about their lives, their memories, their hopes, dreams, art, ambitions. They connected with one another. Participated in collective events and formed friendships that circled the globe.

And everything was good.

One day, someone in a high tower in a far distant place said “We need to get with the real world.”

Many people were surprised because they thought they already were part of the real world, but he was the Big Boss, so they listened. He must be wise, because he was in power and we know that powerful people are wise, right?

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He told his employees that small devices were the way of the future, that no one would use real computers — desktops or laptops. Indeed, several years before, many people believed — briefly — something along these lines. Everyone had long since backed off this belief — because it was obviously untrue.

Too many things — in business, art, even entertainment — needed a bigger, more powerful machine. Working people weren’t going to do spreadsheets on telephones or tablets. These things were convenient for checking email, but without room to work and a keyboard, no one was going to write their next novel on it, try to manage finances, or edit photographs.

Ghost Town by Apache Junction

But the Powers-That-Be didn’t want to hear this. They had a vision and were determined to make it true, at any cost. Moreover, they believed they had the power to force their customers march in lock step to their music. They hired a band and played marching music day and night.

Their customers blocked their ears and expressed their dismay, but the corporation couldn’t hear anyone over their own music.

Thus over a period of months and years, they changed everything. They took away the fun, the congeniality, and the software. They sucked the fun out of blogging. And then, people began to drift away.

There were some protests, some angry voices, but most people had been doing it because it was fun and it wasn’t fun any more. So they posted less. With each revision of the platform, more people gave up.

Not with a bang, but a whimper.

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There wasn’t any other platform to take its place. There ought to have been, if this were a happier fairy tale. No alternative universe existed into which they could go, so they just quit. They found other media. Maybe not as good as the old one was, before the corporate bosses ruined everything … but it was okay. People got used to it. At least no one was trying to make them do stuff they didn’t want to do.

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Over a period of time, the big corporation noticed they didn’t have so many people using their platform. “No problem,” declared the Big Boss. “We’ll get businesses to take their place. They will pay us for our services.”

Businesses had their own IT departments and servers. They saw no reason to depend on someone else when they had their own resources. And the platform’s reputation for poor customer service while creating a user-hostile environment was all over the Internet. Everyone knew someone who’d been betrayed. No one wanted to risk their business. What if they were next on the corporate hit list?

“No thanks,” they said and moved elsewhere.

sad momProfits fell. First a trickle, and then a mighty waterfall. Customers abandoned the ship. Eventually, the corporation realized it was out of business. Like Wang. DEC. Grumman. IBM. GTE. They thought they were so big and so powerful, they could do whatever they wanted however they wanted.

They were wrong.


The End.


What a Twist! — Tell us a story — fiction or non-fiction — with a twist we can’t see coming.

TECH SUPPORT – WHERE “BAD” IS THE NEW “GOOD”

Bad customer and technical support is the new good. You only think it’s bad. The problem is your attitude. Or so they’d have you think.

YOU CAN RUN, BUT YOU CAN’T HIDE

Death cust servAll the big technology companies are working hard to save a few bucks. The competition is fierce. Every penny counts. Since executives won’t accept lower pay nor will stockholders accept lower returns, it’s customers who fill the cost-cutting gap.

In the race to be the cheapest, tech companies stopped including chargers with devices. No manuals. No system software. No reinstallation software. Short power cords that don’t go from an outlet to a desktop. No connector for printers, speakers or whatever. Everything you need to finish setting up costs extra.

Customer service was the first thing to go. They hired people who don’t know anything, don’t understand or speak English. For all I know, they don’t understand or speak Spanish either. They aren’t trained, don’t know the products. And since manufacturers no longer include documentation, you don’t have the option of taking care of it yourself.

No company — not cameras, computers or software — includes documentation. I became obsolete years ago when the industry decided no one reads the manuals. So they fired the tech writers, put some generated information in an online PDF. They figured customer service techs would handle the fallout. But they don’t. Many of us would be happy to fix minor glitches but have no alternative to spending our time on the phone, frustrated and angry.

THE PLAN IN ACTION

You can’t say they didn’t have a plan. The big corporations indeed had a plan. A bad one.Customer Service waiting

It was so bad, it was immediately adopted by everyone. Globally.

It’s not a Microsoft problem, a Dell problem, or any company’s individual problem, though some are more awful than others and a few are notorious. It’s a cross-industry problem, affecting virtually every organization in this country.

Bad is the new good. Because good is remarkable.

WOULD IT KILL THEM TO INCLUDE A MANUAL?

CustServCartoon In every industry, business, service — service support stinks. It doesn’t matter where you go. You’ll get the same lousy service. It’s the great leveler.

Sometimes, you get lucky. The guy or gal you connect with actually knows the product and you think “Wow, that wasn’t bad! Maybe it’s improving.” The next time, it’s the same old, same old.

AMAZON – THE BRIGHT SPOT

There is a bright spot. Amazon and Audible (a subsidiary of Amazon) still have terrific customer service. That could change any time on the whim of a company exec, but for now, it’s great.

It’s no accident I shop through Amazon. They offer really good service. You have a problem, they go out of their way to make it right. You need to return something? They don’t question you, make you jump through hoops.

I wish I could buy everything from them.