Wednesday, February 11, 2009

Bit of a Rant

Well, after my last post I expected this week to report I happily worked on my outline and worked some of my kinks out. Did that happen? Nope. Not an inkling, a bit or a smidge. Damn. I really, really wanted to work on it. But the cards just weren’t going to help me with that last week.

So what happened? I can’t give you all the details (have to protect the not so innocent you know), but here’s a few tidbits. Family that I no longer have contact with for nearly ten, yes TEN, years called up out of the blue. Lots of drama, death, sickness and just plain weirdness going on there. None of them know Miss M so that was a topic of discussion and point to try to extract guilt from. Notice I said try. Then one of my closest friends had her heart broken. I feel horrible for her and I just hope I can help her through this. Then one of hubby’s relatives that had been estranged for quite some time called out of the blue as well. What the hell was in the stars, cards, fates, etc to have all of that happen within three days?!?!? So needless to say it was an emotionally taxing week.

Then on the real job front, I’m telling you, you won’t believe some of the stories I’ve got. The B alphabet group has gotten our dander up. You know who I’m talking about, those people that are supposed to protect consumers by monitoring companies and their practices. Anyways, the latest is their new grading system. We have had 19 complaints in the last three years for serving over 24,000 customers. That is 0.00079%, and that doesn’t include all the people we go out to, or the people we talk to over the phone. AND of those 19 complaints, not one, I repeat NOT ONE was found to be our fault. Every one of the complaints were either bogus or we had already taken care of the problem BEFORE we were even aware that the customer had complained.

One complaint was a customer where we did break something, customer got mad made a complaint online the same day. The file comes back to our office that night, we discover what happened, called the customer the next day, tell him we are aware of the problem we will have it fixed as soon as possible, happened to be done in three days (we had to hire it out to be done – not something we could have fixed ourselves), customer happy, paid for their order, no problems. Week later we get the complaint by mail that the customer filed online.

Still counts against us. Guess what grade B alphabet group gives us? C+, less than a 1% complaint ratio, all complaints found in our favor, and we get a C+. Oh, and in protest of this unfair rating system we withdrew our membership, (yes, they have membership with dues and everything) they lowered it again. So that is our current real job battle. Can you believe it? We’ve talked back and forth to no avail, so unfortunately now we have to hire our attorney to try and reason with them. Wonder how much that is going to cost me in the long run? People are always under the impression that they help consumers and are a government sponsored agency. Nope, not in the least. They sell advertising and memberships. They can help consumers and I know they have some effect on businesses when customers threaten to go to them for satisfaction. But how does it help a customer make an informed decision with a faulty rating system?

Oh, and did I tell you that if you service 500 people or 20,000 people they judge you the same. Not the percentages, just the lump sum quantities. How can a business that handles 500 customers be judged the same way a business that handles 20,000? So under this theory, if we only serviced 500 people and had 19 complaints that would give us the same rating. I'm sorry but if we take care of 4,000% more customers I think they should take that into consideration and grade accordingly. ESPECIALLY, since none of the complaints have found us at fault. What do you think?


Anonymous said...

I think somebody ought to be grading the rating company. Sound familiar? And girlfriends who are heartbroken take priority.

Dani said...

Yes, the heartbroken are priority. I wish I could do more for her.

I completely agree on grading the system. Sounds very good in theory, but practically very hard and expensive to do. Bucking the system is never easy.