Lately I've been grouchy. I have terrible allergies, my stress level at school is higher than ever, and yesterday I even had to have a root canal.
Various corporations and organizations have done little to help my mood. My phone bill has been completely wrong for the last three months. My bank was overcharging me for bill pay. I found out that one of my favorite restaurants has been lying to me for years - there is chicken stock in their Minestrone!
So, I started writing. I figured the only way I could resolve my issues with these businesses was to communicate my problems.
SBC was my first victim. Withholding payment money from them had done nothing more than earn me a late fee, therefore I finally broke down and spent more than an hour one afternoon on the phone, settling my problems with the bill. [Overcharged $90! When you only have a small amount of money to live on per month, $90 is a lot.] I figured this was the end of my troubles with SBC until I got my next bill. It, too, was very, very wrong.
This time I couldn't stand the thought of wasting 60 more of my precious minutes on a conversation with an automated system. [Well...10 minutes automated system, 49 minutes on hold, and 33 seconds actually speaking to a human.] I visited the SBC website and sent them a nasty letter.
Four days later, I received an email with the corrected bill amount included in the apology.
My next target was a local Italian chain restaurant. I've been eating at this place for a long time, and have always had the Minestrone soup. I've asked many times to make sure the soup is truly vegetarian [no beef, chicken or other animal stock] and have always been told the soup is safe for me to eat.
Last week, the waitress serving me mentioned that the soup contained chicken stock. I couldn't believe it! I was so angry that I went home and emailed the company headquarters. I wasn't rude; I just let them know that they need to be honest about the contents of the food they serve.
Not only did the manager call to apologize, he sent me flowers. Uh...no one's ever sent me flowers at work, not even my boyfriend or mom. I feel bad now about getting angry at the restaurant. Had I not written the letter, I'd still be annoyed with the place, and would tell lots of my friends not to eat there. I might even cost the company some business besides my own. Now, though, all because of a simple phone call and maybe $40 on a vase of flowers, I'll go to the restaurant and will tell other people that it's a nice place, too.
Not all of the recipients of my letters felt inclined to try and earn my business back. I'll be switching to Green Mountain Energy as soon as possible due to my annoyance with TXU.
I'll admit that this one's petty. But when you think about it this way it makes sense: if 100,000 people pay their TXU bills online next month, the company will receive an extra $225,000 for doing nothing. SBC, T-Mobile and every other company I deal with allows customers to pay online without any fee. TXU charges an outrageous $2.25 per transaction. When you add that with the $6.95 Wells Fargo was charging me for Online Bill Pay each month, it makes the small price of stamps seem ok. [Wells Fargo's gotten a letter from me too, cancelling Bill Pay. Chase bank not only gave me a free checking account with free bill pay - they gave me $100 just for opening the account!]
Now I've just gone crazy with it. The Albertsons by my house is disgustingly filthy all the time, and is too crowded with too few cashiers. I can't shop there because it's so awful. Albertsons got their letter this afternoon, as did the lovely Kroger down the street, though their letter was complimentary rather than filled with complaints.
I don't know anyone else who does this - who cares enough about getting good service that they complain or compliment via mail or email. Listen. I sent my dentist a thank you note because he worked me in one busy afternoon and got me out in time to make an afternoon meeting outside of town. Is the problem that I have too much time on my hands, or do I just truly love talking [even by way of writing] that much?
Perhaps I'm old fashioned. Maybe it's because I spent so many years working in stores, shops, dry cleaners and restaurants. I know how easy it is to please customers. Be polite. Thank them for their business. Be honest when you make a mistake, and do what you can to remedy it. That's really all it takes to satisfy most people.
Next on my hit list is Comcast. Tomorrow is round three of sitting here for hours waiting for the slow tech repair guy to show up and do nothing. My cable's been garbage for two weeks. I'm not paying my bill for this month. They can forget about that. They've wasted so much of my time!
But then again, how much of my own time do I waste? Ah...it doesn't matter. Never forget the power of the pen [Or the keyboard, as the case may be].