- @ScottATaylor Thanks for following me. in reply to ScottATaylor #
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- [Read more…] about Twitter Weekly Updates for 2009-12-12
How to Complain – The Squeaky Wheel Gets the Grease
- Image via Wikipedia
Have you ever been screwed by a company? Have they sent you the wrong item, or an empty box, or left your order backordered for so long that you can’t even dispute it with your credit card company any more?
What can you do?
I know you’ve heard the phrase, “The squeaky wheel gets the grease.” That means, he whines loudest, gets the most. The thing is, you have to whine effectively, or you’ll just get round-filed.
Targeting Subsystems On
Who you complain to matters more than what you complain about. The clerk at your local big-box retailer isn’t going to refund your online purchase. You need to complain to someone who can make a decision to help you. First, find the customer service email address. Next, if you are complaining about a recurring service, find the retention department’s email address. Finally, find the email address for absolutely everybody Vice-President or above for that company, including the board of directors. Go to their website, find the email for some PR drone and figure out the format. First.Last@Company.com or FirstInitial.LastName@Company.com or whatever. Look up the company in Google Finance and translate everyone’s name into the email format. You might not have the perfect list, but it should be close.
Target Locked On
Now that you know who you are about to blast, what are you going to say? A few things to include are:
- Your contact information. If they can’t get back to you, they can’t make it up to you.
- Details of the problem. Include the date of purchase, date of delivery, and a detailed description of what actually went wrong.
- Scanned copies of receipts.
- Any names of anybody you’ve had to deal with, either in the original transaction or when the problem occurred, if you have the names.
Engage!
What to say, what to say?
- Don’t be abusive. It’s okay to be angry, and it’s okay to let them know your are angry, but swearing or threatening their lives will–at best–only get you ignored. Worst case, threats are illegal and they can pass your email along to the police.
- Stay brief. It doesn’t matter that your daddy took you to Starbucks to use their free wi-fi when you were just three years old. Don’t talk about that time the aliens abducted you or how sad you are that they never call like they promised they would. Keep to the point. “This is who I am. This is what happened. This is what I want you to do about it.”
Send that sucker out. If you feeling particularly perturbed, send a CC to your state’s Attorney General and any possibly related regulatory agencies. I tend to save this step for round 2.
Invisible Cushion
Earlier this year, we experimented with abandoning the strict budget in favor of automating as much as possible on our credit card, and keeping our discretionary spending under control, but on the same card.
We failed. It was 2 parts lack of communication, 3 parts lack of discipline, and 1 part “we’re dumb”. Transitioning back to cash hasn’t been that smooth. The problem is that we went over budget for a couple of months and our renewed budget had to shrink to cover the credit card.
To recap: Coming off a few months going over budget, we had to tighten our belts even more than we had before…after breaking our good habits.
It didn’t work out well.
If one of us forgot to grab cash, we’d just charge whatever we were buying, which gave the month’s budget a spanking, every time.
Last month, I added a new category to our budget. It’s just a cushion. I’ve got $200 whose sole purpose is to make sure we don’t go over budget.
But there’s a secret.
The cushion is a secret.
I’m not a fan of hiding money from my wife, but I’m hiding this. Generally, I think that money and relationships and secrets don’t mix.
However…
She’s told me that, when she knows there’s extra money, she has an urge to spend it. If I told her there was an extra $200, she would spend it. If I tell her that we have $40o to cover our discretionary spending, and she goes over by $50, we’re still $150 to the good, which leaves me room to have lapses in discipline or memory, too.
Then, at the end of the month, any of the invisible cushion that is left over can get applied to our debt payments.
This system should let us keep rolling, with less stress and fewer arguments, while still helping us get rid of our remaining debts. The biggest flaw is the secret. I’m bad at keeping secrets from my wife, especially about things that affect both of us, but if i let it slip, the invisible cushion will go away.
What do you think? Am I a jerk for hiding part of our budget? Do you hide anything about your finances?
The Unfrugal Meal
I spend a lot of time talking about how to save money here. It’s kind of what I do.
Not today.
Today, I’m going to talk about the best way I’ve wasted money during my vacation this week.
First, so my feelings are completely understood: A vacation is about experiences and memories. I could spend all day at the park with my kids, or I could spend a memorable meal with them. Which will they remember longer?
It ain’t the park. They are there almost every day.
Of course, if the restaurant is McDonald’s they wouldn’t remember for long, either.
Tuesday, after a long day of hands-on, interactive museum-going, we took the kids to a Japanese steakhouse. Teppanyaki, where they cook the food at the table, complete with fire, spatula spinning, and airborne food.
I’m the only one in my family who has seen that before. Honestly, watching the art, the skill, the banter, and the giant fireball leaves me as wide-eyed as my kids.
They loved it.
Watching the chef throw a bowl full of rice across the table made my son’s jaw drop.
Seeing the chef carry fire from one side of the grill to the other on his fingers made my youngest squeal and beg for more fire tricks.
Getting squirted by the chef when he was putting out a flare-up made the middle brat giggle, possibly because the squirt gun was a little kid, dressed up as a fireman, with his pants down. She got “peed” on and loved it.
Aside from cooking-as-a-show, the service was fantastic. There was always a waiter nearby to keep our water glasses full or to provide “little kid” chopsticks, which are modified with rubber band to remove the need for skill to eat. They had the courses perfectly timed. The minute the salad was cleared, the soup was delivered. When that was done, the chef rolled up to start on the rice. My two-year-old was eating white rice without complaint for the first time.
Giggles and squeals. Three days later, they are still talking about it. My 11-year-old, who’s trying so hard to be an unimpressible teenager, says it was the coolest restaurant he’s ever seen.
Frugal, it wasn’t, but the memories were worth the money.
Financial Pet Peeve: Fees To Receive Paper Bank Statements
Today’s post is written by Tim of Faith and Finance. It was written for a blog swap run by the Yakezie personal finance blog network to answer the question “What is your biggest financial pet peeve?“
Chances are, you’ve probably received a few notices from your bank or investment company about receiving e-statements. I’m all for getting less mail, and having online access to my statements is a really nice feature. In fact, most of my statements are online now.
So why is it a pet peeve if I LIKE viewing statements online? Here’s why: If you don’t get the online version of your statements, many places will charge you for the paper statement. My bank (which will go unnamed) pulled this very move. If you want to receive paper statements you had to pay a few dollars each year for the ‘service.’ Now I understand that printing statements costs money, but what bothers me the most is that the bank continues to send junk mail even though I opted in to the e-statements.
It seems a little impolite to say “You have to stop using paper…but we’ll keep sending you stuff you don’t want in the mail.” Each time they send me something in the mail promoting a new product or those goofy cash advance checks, I think about how much money they’re NOT saving.
***Ok ok, I’ll stop ranting. That’s what happens when you’re challenged to write about a pet peeve…you get a little excited. 🙂
Solutions to the problem
I’m a firm believer that if you’re going to complain about something, you should be willing to suggest alternatives, so here’s what I’d do differently if I were the banks.
- 1. Don’t punish for paper statements, incentivize for online statements
If you want to connect with people online and save money in the long run, provide an incentive to make the shift to online statements. Money and interest rates talk, so maybe provide $5 plus access to a higher paying certificate only available for our online banking members.
- 2. Consolidate the message.
If people want to get paper statements still, don’t charge them – instead, use the statement envelope to promote your products. The envelope is already paid for, so why not use it for marketing purposes. Now I know they’ll say, “people don’t read statement stuffers.” To that I’d say, “what makes you think they’d read a dedicated mailer then?”
Those are my two cents. Has anyone thought the same thing? How do you feel about paper statements vs. online statements?
[Jason’s note: There is a fee that irritates me a lot more than paying to get a paper statement. I hate “online access” fees. Those are the fee where you get charged for other people doing less. They are usually called convenience fees or, in the case of government, technology fees.]
A Look Back
I’m on vacation this week and thought it would be nice to post a look back at some of my early posts. These posts are some of my favorites, but were written when there were only 3 or 4 of you paying attention.
Since I know you don’t want to miss anything, here are 5 of my favorite early posts, in no particular order:
1. Cthulhu’s Guide to Finance. I’m more than a bit of a horror geek. Books, movies, or games; all keep me entertained. Over the weekend, I taught my Mom how to play Zombie Fluxx and Gloom. When Cthulhu approached me about writing a guest post, I couldn’t refuse.
2. Birthday Parties Are Evil. It’s hard to remember to be cheap when your little girl is asking for a bowling party. It can run $200 to get a dozen kids an hour of bowling and a bit of pizza.
3. No Brakes. This is a post about why I had a hard time coming to grips with financial responsibility.
4. 4 Ways to Flog the Inner Impulse Shopper. Who can’t love a BDSM-themed personal finance post? Every blog needs a dominatrix mascot, right?
5. Fighting Evil by Phone. In which I share the method of convincing Big Nasty Telephone Company and their Contracted, Soulless Long Distance Provider to leave me the heck alone and stop demanding $800 they refused to admit was their mistake.
