Simple Customer Service

Today, let's comment on businesses and the service, or lack thereof, they provide paying customers. Specifically concerning basic daily services such as banking, electricity, water, gas, cable TV, pest control, etc. These companies, in recent years, have forgotten who the customer is, or so it seems. Paying customers (you and I) just don't receive the service that we used to. This doesn't mean the actual product isn't as good or less expensive, because we all know the product is typically better, unchanged, or its price is inflated over time. Let's talk about the service we get from the company's personnel and the business itself. A simple, recent, real-life story will help to get my issue across.

A Simple Refinance

I recently refinanced my auto with a bank, simply because they had an extremely low interest rate, and it would save me a lot of interest payments over the remainder of the loan. Simple. Effective. The bank was more than happy to do it, too. During the loan process, I was asked about an option to the loan, and I agreed that I DID want it. Somehow, the loan officer "clicked a wrong button" and finalized the loan WITHOUT this option. Once the error was noticed, she began to try and convince me that I really didn't need it. After all, it was getting close to closing time, and it was obvious she was ready to leave. I held my ground and insisted that the error be corrected. After an hour, research in the software manuals, and aid from the branch manager, the problem was corrected. However, the processing put me short by $1.27, or something like that. She stated that she could simply get it out of my checking account; no big deal. What otherwise was a simple refinance, was then officially done, or so I thought.

A few days later, it was noticed that the $1.27 came out of my savings account (not the checking that was mentioned), and the bank charged me another $1.50 as a fee for withdrawal. Okay, I should have tore the house down then, but I'm usually not bent out of shape over $1.50. It was the principle of the whole thing. It was their mistake in the beginning. Strike 1.

A few days later still, I receive a phone call from the loan officer that required me to come back to the bank, and re-sign papers for the loan because she had a typographical error in the VIN number. Wow. Really? My lunch hour the next day was consumed by the re-signing of an otherwise simple transaction. Strike 2.

The title transfer was received in the mail and taken to the bank for their filing, since they hold the lien. It was placed solely in the "capable" hands of the loan officer. Two weeks later, a letter from the main office was received stating that the title had not been received, and if not received soon, the full amount of the loan would be due. Grrrrrrrrrrr. So, I take the letter to the bank, and show it to the loan officer. She simply shrugged it off and states that it is computer generated, and I could possibly receive another one as the processing of the title takes some time. However, I leave, convinced by her that everything is okay. Two weeks later, a second letter from the main office was received stating my second warning has arrived. Okay, at this point, I've had enough. I make my last visit to the bank, and talk to none other than the branch manager. I was inconsolable, and pressed my case as now becoming harassment, since that had received the title as requested on time. The next visit would be from my lawyer. Only then, did the branch manager look up my title and place a nice little check mark in a square that stated "Title Received". If I had known this, I could have had my lawyer to just drop the title off and skipped all of the trouble. Strike 3.

At this point, I've had it. Good riddance; the bank has lost my business. However, as a consolation prize, it can continue to carry my debt. It took me leaving $5 in my account for it to remain open, so the loans weren't violated. Sure. It's really no wonder why the prescriptions for Prozac are increasing daily.

All of this could have been avoided if the bank would have been more focused on the actual customer service part of their business. Through a comedy of errors, the bank lost a customer. The refinance offered with low interest rate was a GREAT product, but the customer service really stunk. Now they carry several thousands of dollars of debt and only have $5 of my money in an account. Oh well; their problem.

This is only one example, as I have many more. Either I am the unluckiest person when it comes to customer service, or employees at these companies are not performing their duties and maintaining proper customer service. Times have changed, but providing paying customers with the services they deserve should not.

Trashy People

Image by MBK (Marjie) via Flickr

America has become full of  "trashy people" at home and in the workplace. This has struck me, as I have been either finally noticing garbage or more trash is present on the grounds and floors of America. What angers me most is how people will blatantly walk over it without a care in the world, without trying to make our workplace, public place, or home a better place to live. I've seen people actually look at the trash and walk around it. Are you kidding me?

I've seen this at my workplace, and others' as well, too. Even employees of a particular company not caring enough to quickly pick it up as they pass by and throw it away. Good Grief, it only takes a second. And don't even try the "germ-o-phobe" thing on me; just wash your hands afterwards. This is one reason we have skin, as a protective layer. I agree with any needles, bloody items, or otherwise unsafe biologically dangerous items, but we also have the ability to notify someone over the lot or facility. Maybe we are all too self-consumed to take a moment and do the right thing anymore.

Actually, I think it could benefit us all in other ways as well. I know the country is becoming more and more obese and overweight. Could the repeated bending over and extra steps help us stay in better shape? It couldn't hurt. (Ok, maybe those with back or medical problems, but this should be a small minority.)

I understand that things fall to the ground, mistakenly, by unaware passers-by, but my beef is with the the general public being content with the garbage just lying there. Let's face it, none of us get paid to pick it up, but it sure would help the places we live and work to be more enjoyable. As the old phrase goes "Give a hoot! Don't Pollute!", and I'd like to add "Don't be a punk! Pick up the Junk!"

Our Country's Problems.... Summed Up Nicely

Without ranting on my on this time, I've elected to post Reverend Joe Wrights prayer before the opening of the Kansas Senate or House in 1996. Have we improved or gotten worse since 1996? Needless to say, this caused an absolute uproar, but he was right, and still is. Whether you are Christian or not, the points made have absolute merit.

THE PRAYER

Heavenly Father, we come before you today to ask Your forgiveness and to seek Your direction and guidance. We know Your Word says, "Woe to those who call evil good,," but that is exactly what we have done. We have lost our spiritual equilibrium and reversed our values.

We confess:
We have ridiculed the absolute truth of Your Word and called it Pluralism.
We have worshipped other gods and called it multiculturalism.
We have endorsed perversion and called it alternative lifestyle.
We have exploited the poor and called it the lottery.
We have rewarded laziness and called it welfare.
We have killed our unborn and called it choice.
We have shot abortionists and called it justifiable.
We have neglected to discipline our children and called it building self-esteem.
We have abused power and called it politics.
We have coveted our neighbor's possessions and called it ambition.
We have polluted the air with profanity and pornography and called it freedom of expression.
We have ridiculed the time-honored values of our forefathers and called it enlightenment.

Search us, Oh God, and know our hearts today; cleanse us from every sin and set us free. Guide and bless these men and women who have been sent to direct us to the center of your will. I ask it in the Name of Your Son, the living Savior, Jesus Christ.

Amen.

Wireless Drivers

Image via Wikipedia

There are so many topics about driving, or lack of driving, that it is easy to file complaint. The issue today is with drivers talking or texting on a cell phone while driving, specifically in the middle of town with small blocks, red lights, small children, and narrow parking lots. Many people I've met cannot walk and chew gum at the same time. I would issue the challenge that they cannot drive and talk/text at the same time either.

It's getting old to be behind a "texter" and have to wait on the next green light because he or she was too busy on the phone to drive and didn't go when the rest of traffic proceeded. Drivers are slowing down or speeding up and not maintaining a constant speed because "bling - you've got mail". These are just a couple small irritations, but I know people get hurt every day because of a wireless driver. This is really insane, people. Shut up and drive! If a text must be sent, hand the phone to someone else in the car or (here is a novel idea) WAIT until you get where you are going.

Many people may challenge me to say that eating inside your car while driving is just as distracting, and I'd say, "You're right! It is." Maybe you're starting to catch on.

Just Punching the Clock

How many people just come to work to "punch the clock", and how many people work for a company to make a difference and help the company be successful. I'm beginning to understand why many businesses fail, whether the businesses are start-ups or older. I've seen a trend since I've gotten older, of workers in America becoming lazy and content, and only working at a job to "get paid". Don't get me wrong, I believe we should "work to live" and not "live to work". While we're working, however, we should give our employers all they pay for, and do everything in our power to help the company succeed. After all, if the company fails, the paycheck stops. I'm tired of working with more and more people who only show up to "get paid". Get off your lazy behinds, people, and start making a difference. Owners and bosses, get tough, and make an example out of a few, and see the change.

I just heard this:
When one employee was told that 300 units needed to be processed today, she stated that she could do 200. Then turned to her co-worker after the supervisor left and said, "If we do 300 today, then they'll know we can do it every day. If all we produce is 200 every day, that is all they will expect." Wow! Really? Too bad the owners of the company didn't hear them say that. This is just one example of what I am talking about. Good grief!