You still don’t get it, do you?
As I review last week’s stories, as I do every Saturday at this time, I can’t help but wonder about some of this site’s readers.
We started the week with a spirited discussion on consumer advocacy, meant to highlight our new research. As you know, we publish the names, numbers and email addresses of managers in charge of customer service. (Hat tip to our research director, Trent Bonsall, and his amazing team for the hard work.)
One of the commenters suggested that our advocacy would hurt consumers and lead to higher prices. That’s such a bizarre thing to say, I don’t even know how to respond.
When I had the audacity to suggest this was the wrong website to be reading — there are plenty of credit card shills and industry apologists out there with blogs who hate the work we do — I received a downvote from the poster.
A downvote. Really?
I followed up with another post explaining why you need to become an advocate. Fortunately, I received several emails from readers who said they wanted to join the cause.
Now that’s something to upvote.
But still, I’ve been scratching my head over some of the other comments. Like the one on Joe Luther’s insightful story about smaller hotel rooms that declared our push for “more, more, more content has been disastrous” for this site.
Come on. Whoever wrote that didn’t even bother to offer constructive feedback on the story. But while we’re here, let’s talk about this site’s “push” for more content. We post five stories a day. How, exactly is that a “disaster”?
To be honest, I wish we didn’t have so much to write about, but the industry keeps us busy by shrinking hotel rooms, airline seats and otherwise mistreating their customers. So we write.
If you want to know why we continue to write, even when our site goes down and even when commenters vandalize our site, then check out Christy Wood’s story about Starr Boyle. To refresh your memory, Boyle rented a substandard condo in Costa Rica and had to check out. Her refund was missing in action.
Within hours of writing about it, the money was returned to Boyle’s account.
I’m convinced that some of the critics on this site click over from one of those pro-industry blogs with the intent of dragging us into the mud.
In fact, I just received a note from someone who’d been banned from the comments who wanted to jump back in and offer a rebuttal to this column about the futility of code sharing and loyalty programs. Sorry, no can do.
In the end, it doesn’t really matter who you are. What matters is that you stick around and see that we are really just trying to make a difference for everyone. We believe that all consumers deserve a quality product at a fair price — not just the ones with platinum cards. We believe information is power, but that even the uninformed should have an advocate.
We don’t believe it’s our place to throw the book in anyone’s face. That’s not what real advocates do. They listen, they are compassionate, and they help when they can.
And so it’s a delight to see the industry apologists and brand loyalists come to this site and get converted to our way of thinking.
Of course we’re right. And if you want to fight alongside us, we can help you become a real consumer advocate. Just email me for details.