Another of Ron Burley’s techniques for getting large businesses to fix his complaints is to post it in the message boards devoted to discussing that company and its stock price.
Me: [Laugh] Thanks. Anyway, here’s what’s going on with me today…
Consumer advocate Ron Burley describes the reasons the state of customer service is in such disrepair, and the basic gist on how consumers can get what they paid for when things go wrong.
I’m continuing to read Unscrewed, and in this paragraph, author Ron Burley distills the basic premise behind forcing companies that have wronged you to give you what is due:
…one simple principle I have discovered that was extraordinarily effective in getting a fair resolution to a consumer problem: companies will act only in a manner that will benefit the bottom line. In other words, to get what you deserve, you must convince your opponent that helping you will be to his or her advantage.
Do the right thing? Corporate citizenship? Ethics? Plain ol’ fairnes? These words and phrases mean little to many big companies for whom churn, the rate at which customers leave and take business elsewhere, is a basic part of their business model. But they do understand the simple equation of incurring the least costs. Make the company realize that it will cost more to ignore you than to help you and soon you may find the tables turning in your favor.