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Ok, so here's the bottom line. You've just taken a trip, and it was the worst experience of your life. Your flight was rescheduled, you got rerouted through some god awful town, the airline lost your bags, the hotel messed up your room reservation, and the new busboy at that new restaurant just spilled tomato sauce all over your brand new suit (which you just bought because your airline lost your bags.) You don't know who to scream at first? But, being calm, cool, and collected, you do things in an orderly fashion. Now that you're home, you decide to write a few letters. You send them off to the customer service departments of the airline and hotel and to the manager of the restaurant. You get a prompt response from the restaurant, but the hotel and airline companies, being burdened by large bureaucracies, respond three weeks later with impersonal, form letter responses. You try again, but there's still no luck. There's also no compensation for your lost luggage, your lost time, and your lost happiness. You try calling, but you can't scale the wall of voice-mail fortresses these companies have erected. Eventually, you give up. Tired, worn out, frustrated. Of course, you decide at first never to visit these firms with your business again, but you live in a city whose airport is 95% locked up by one airline, or your client is based in a one-horse, one-hotel town. Or, you are fortunate enough to be able to switch, only to find out that the other companies do the same thing. You slowly realize that, in reality, you have little choice. So you resign yourself to being served horribly. But you do have a choice!!! You have the right to speak out, to be heard, to make an impact. Sure, you may not have won your particular battle, but, over time, we may just win the war and get these companies to change their horrendous ways. We deserve decent customer service in this country, and it's about time that we demanded it. Here is what we need to do. We need to shame these companies to the point where they are willing to change they're ways and give a damn about the consumer. With few exceptions, each and every company is to blame. It is time we did something about it. Below you will find a link to my e-mail. Send me all of your horror stories, no matter how big or small. Also, if you can, include any correspondences you may have had with the offending companies. Purge your anger through the power of the pen (or keyboard). No exaggerations are necessary. I just need the truth. That should be enough to embarrass any company responsible for treating you with callousness, disrespect, or incompetence. Please check back to this site often. As soon as I receive enough accounts, I will begin to post them here. My hope is that, over time, this site will start to snowball. And then maybe, just maybe, somebody at the top will take notice and strive to change their horrible ways.  |
