All the news that’s missing, we punt
This priceless exchange reprinted with permission from business consultant Alan Weiss’ newsletter. And what does it say about the Wall Street Journal — a BUSINESS publication — that they can’t handle this simple situation? (And, since he didn’t get his Wall Street Journal, I guess Alan didn’t see Mark Chaet inside.)
Me and the Wall Street Journal
Me: Listen, I didn’t get my paper this morning, that’s twice this week, and I’m getting annoyed.
WSJ: I’m terribly sorry. Would you give me the account number on the paper address label?
Me: How can I?! I don’t have the paper!
WSJ: Did you dispose of it?
Me: No, it was never delivered!
WSJ: Have you looked outside?
Me: Yes, that’s how I know it’s not there!
WSJ: Did you notice the color or license plate of the delivery person’s vehicle?
Me: No! They weren’t here! I wasn’t out there early in the morning looking for them!
WSJ: So they may have been there earlier?
Me: How could they?! There is no paper! Would they have come and not left a paper?
WSJ: I don’t understand that question. Of course they’d leave a paper.
Me: Never mind.
WSJ: Would you like a replacement paper?
Me: Yes, please!
WSJ: If you call prior to 9 am we can have one there by 2:30.
Me: But it’s 10:30 now!
WSJ: Then I’m sorry, we cannot replace your paper. You must call before 9.
Me: What time do you open?
WSJ: Nine.
Me: Then how could I call you?!
WSJ: Do you need our number?
Me: NO!! What can you do for me now?!
WSJ: Sir, please don’t shout. We will deliver tomorrow’s paper and give you credit for today’s.
Me: What if tomorrow’s doesn’t come?
WSJ: Then call us back, but to get a replacement copy you must call before 9 am.
Me: What if I tell you now, well before 9 am tomorrow, that I need a replacement paper tomorrow?
WSJ: Is tomorrow’s paper missing?
Me: Forget about it.
copyright 2006 Alan Weiss
December 4th, 2006 at 1:17 pm
Just goes to show the level of customer service even where you would expect service to be better.
Paul
December 4th, 2006 at 7:50 pm
This is what happens when you let the guy in the car deliver papers. They used to use the Post Office. I believe, in our area, it’s now brought by the same carrier who brings the Atlantic City Press. The change was made a few years ago and I immediatly got a complaint from a customer who thought we mail carriers were still bringing it. I have seen some Wall Street Journals in the mail stream recently, so maybe they’re rethinking the policy.
December 11th, 2006 at 6:13 am
Pity Mr. Weiss. And pity the WSJ customer service worker who probably has to deal with these calls all day, while being in a bureaucratic bind about doing anything. Should the workers come in before 9 a.m., unpaid, in order to be there in time to do anything about non-delivered papers? Surely the person Mr. W. got to talk to didn’t set the policy in regard to missing papers being reported prior to 9 a.m. And, again, pity Mr. Weiss, and all of us, who never get to talk to the person whom we could justifiably be angry with, and instead have to – hopefully – stifle our anger while talking to someone who is not at fault. That last part, not getting to talk to the person responsible, or with any authority, makes me nuts plenty of times.