I'm off the journalism path a bit today -- forced to wait at home for a service call. And it has been some wait...
It started seven weeks ago when I learned I would need an upgrade (it doesn't really matter what upgrade, or whom would be providing it). Although I've been a good paying customer to this company for more than eight years, I was told it would be six weeks before a service crew could come out. Six weeks!!!
What can you do? I waited six weeks. Finally, last Wednesday, the day arrived. As I waited for the service provider, my phone rang. Sorry, there's no merchandise in the warehouse. We'll have to reschedule.
The new service window is today, between 8 a.m. and noon. But instead of holding my breath while I'm being held hostage, I thought I'd do something productive and blog.
I'm sure you've all had similar experiences. It makes you wonder how companies can stay in business -- or how much better their businesses might be if they could just provide reliable service to customers.
A friend was promised satellite television service before the NFL games kicked off two Sundays ago. He invited friends over and planned a football-watching party. The workers never showed up. They did arrive the following Sunday morning, but forgot to bring a tall ladder that was needed to install the dish. He's still waiting, too.
I wish the Herald was delivering so many newspapers every day that we couldn't keep up with our customers. I say this knowing that we're not perfect -- it's possible you've had missed or wet papers, or your Herald hasn't been delivered on time. But I can assure you that service is important to us. Circulation Director Terry Tramell and his staff work hard each day, seven days a week, to make sure that the sort of frustration I'm feeling right now isn't experienced by our good customers.
Oh, uh. My phone just rang. The service crew is running late...