scorched-earth business

middle-age American living in New Jersey near the Lincoln Tunnel «« Dear kind readers: If you’ve ever had reason to complain about a customer service representative, and you also think you have never given a customer service representative reason to complain about you, then you might read to the end. Sincerely, Tom Doody. From my archived experience and today’s experience here are three things that cause a lot of complaints: ONE: Pop Secret Popcorn TWO: Fedex THREE Optimum and FIOS. Pop Secret comes from the archives of my experience as a food scientist. It was my first job as a professional with a university degree, and my employer bought Pop Secret. Prior to the purchase all big products were homegrown. Suddenly Pop Secret arrives with growth, profitability, popularity, and complaints. The company measured complaints: “complaints per million”, and ten, twenty and fifty was high, but the newcomer, Pop Secret, was in the thousands. The executives charged with quality were beside themselves with fears of ruining the company’s pure reputation with high complaints . . . and severe complaints with microwave fires, and kids burning themselves with hot oil. “This cannot stand” it seems many were feeling and saying, but . . . cautiously considering the financial scores of Pop Secret. Fedex: Dear kind readers: if you were to tap the search in the twitter app swipe Fedex with a tap on latest you’ll see many angry tweets in a short period of time. I did it prior to this post, and over two minutes there were eight angry tweets. The one that makes me smile and choose my activities carefully when waiting for Fedex is: “heard the bell, ran to the door finding a note and seeing the truck drive away. Like Pop Secret, Fedex kills it while pissing a lot of people off. Optimum and FIOS have angry tweets like FedEx though not as many. To an angry person, especially a mom whose ER-prone kid has an oil burn, it is unimaginable that Pop Secret survives. With no ability to contain her anger the mom has reason to feel if others knew how dangerous this product is then the product would die. Doing CSR for products/services in this scorched-earth business style is terrible. These CSRs feel attacked call after call, letter after letter, tweet after tweet. If the angry consumer knew they were in one of these success-despite-high-complaint products then she or he might be less angry. The trick is to think ecologically aka thinking about an organism in relationship to its environment. If an angry person were to think ecologically, then, “I know Fedex delivers millions of items daily without a problem” might be expressed by the angry person rather than rushing into the enflamed shit express on twitter minute by minute. »» about me 302-990-2346

About Tom Doody

middle-age American living in New Jersey near the Lincoln Tunnel
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