When Arlene Morzinsky tried to check in for her recent JetBlue Airways flight to New Orleans, the airline told her that her business wasn’t welcome. “Get out of my store! What to do when you’re denied service”
You can always cancel.
Those are the four most dangerous words a consumer can hear.
They’re often preceded by: “Don’t worry!” “When you hear these words, run!”
Can we talk about the end? It’s that moment when you say, “That’s it. I’m taking my business elsewhere.” And you mean it. “When it’s time to take your business elsewhere, here’s the right way to exit”
I know you’re silently laughing at that headline. Stop it, already. There are still a few good companies left that care more about their customers than themselves. “How to find a company that exceeds your wildest expectations”
When you think of stealing from a travel company, swiping a towel or bathrobe from a hotel probably comes to mind. “Why you’re stealing from your travel company”
Jacob Casper wants to know how I do it.
“How do you get a company to bend to your will?”
Jennifer Devereaux is no longer angry at JetBlue Airways for what happened to her 3-year-old daughter, Summer, on a flight from New York to Boston recently.
“Has JetBlue changed its stripes?”
It’s almost impossible to turn on the TV news or click on your favorite news site without seeing another company apologizing to its customers. There’s Target, saying it’s sorry for the latest data breach. There’s OfficeMax, regretting a flier it sent.
But what about the other way? Do you ever see customers apologizing to a company?
Well, we should, and when it happens, it ought to make the news. In my line of work, I see a lot of consumers behaving badly or publicly accusing a business of something it didn’t do.
I’m no corporate apologist, but it seems to me that in the interest of fairness, those companies — if not their employees — deserve the same courtesy that we ask of them.
“3 keys to a successful consumer apology”
As far as rejection letters go, the one I almost never use is unfailingly polite.
It’s apologetic. It blames a “system” in which the deck is stacked against you, the consumer, for my failure to accept a case. And it offers several other options, including small-claims court or a credit-card dispute, as possible alternatives.
But a few weeks ago on this site, I confessed that I hate using the rejection letter when someone turns to me for help as a consumer advocate.
“3 sweet lies you should thank a company for”
Last week, when I suggested that consumers should sometimes apologize to a company, a few of you thought I had completely lost it.
You believed I’d gone soft or turned into a corporate shill — or both — for suggesting that sometimes you should apologize to a business.
So today, in the interest of fairness, I’ll look at the flip side: when companies should offer a no-questions-asked refund on a product, even though they aren’t required to.
A recent study by researchers at the University of Vermont and the University of Iowa found that retailers with restrictive exchange policies may be losing potential business, a finding that should find some traction among highly competitive businesses.
“Should companies break their own rules? Yes, and here’s when …”