lwidmer | Words on the Page

Why I’m Not Famous

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On Monday, I had a fantastic, insightful, girly conversation with chum and life coach extraordinaire Lisa Gates. Before I go further, I highly recommend you make quick over to her website and join her amazing new Life Balance Blueprint Clinic 2010. It will change your life, and your work, for the better. Seriously. So Lisa…

Merry Christmas

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see more Lolcats and funny pictures Merry Christmas, everyone. 🙂

Why I Won’t Follow You on Twitter

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Happy impending holiday to all who celebrate Christmas (and warm thoughts to all who don’t). Just for fun, I thought I’d share some of the things that make me avoid you on Twitter. No, not you, but YOU, hiding there with that red face. Here’s why I won’t reciprocate your follow: 1. You tweet the…

The Difference Between Content and Content Mills

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Before you flog me for entering back into the content mill debate, know that I’m not. Nope. Told you, promised you, and I’m sticking with that. But one fallacy that’s floating around must be addressed – the use of “Web content” and “content mill content” interchangably. If you do this, stop it right now. There’s…

‘Tis the Season

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Ah, Christmas and the New Year – a time for reflection, reminiscing, and getting screwed along the way. Huh? As the new year approaches, I’ve been inundated with “You’ve been accepted!” notices from associations and organizations I’ve never heard of. In one case, I know it all too well. I suggest you hand-select your own…

Separating Fact from Fiction

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I love a good scare-tactic email, really I do. But they’re only effective if your audience is somewhat dumber than you are. For example, I received an email last week pontificating on the healthcare debate – the email expressed grave concern because “Congress and the Prez” are exempt from what’s written in the 28th Amendment:…

The Writing Freebie

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I read with interest and a little more sarcastic laughter than I’d planned a post or two by people on other blogs basically scoffing and calling professionals who hold themselves to a higher earning standard hypocritical. At issue – the fact that we “bemoan” writing for too little, then post free weblogs. Oh, if only…

If It’s December, It Must Be June

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Short and sweet today – I’m trying to get a holiday going here. Diane Parkin is ahead of the rest of us, and I thank her for it. Did you ever get a great idea about a summer vacation, but can’t market it because hey, it’s summer already? Diane’s posted some excellent prompts on her…

Who Wears What Pants?

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With the Internet world still reeling from James Chartrand’s recent confession, we’re all left wondering exactly what gender has to do with anything. But it does, doesn’t it? Whether you’re a writer or a CEO, you’re judged on many factors, gender being one of them. Think about how many times you’ve encountered gender bias. I…

The Lost Art of Competence

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Maybe it’s my karma to end up with payment issues and all things monetary driving me up the wall at Christmas. Yesterday’s installment was a credit card company telling me that yes, I did mail my payment in time, but I got a late fee anyway. Pour quoi? Apparently, I needed to pay the bill…

16 responses to “The Lost Art of Competence”

Krista

December 15, 2009

For me, it's having to wait in huge lines at Wal Mart and other stores. I know it's Christmas time, but when they have only a third of the checkouts open, that's incompetence to me. You can't pay a few more people minimum wage to ring up your thousands of dollars in sales?

I also have several clients that are really bad about answering e-mails, keeping appointments, and paying on time. I do get my money, but frig, you're the president or CEO of a company and you can't answer your e-mail? It baffles me that some of these people stay in business.
Lori

December 15, 2009

That's why I'm shaking my head, Krista. How do you run a business without minding the details?

I think the answer is "badly."
Wendy

December 15, 2009

We have a constant battle with our phone company. We signed up for a particular package, so we should be charged a certain amount every month.

About every other month, my bill goes up $10-$15 for no reason. We call to complain and they give us the excuse of inflation every time. I know things go up in price once in awhile, but I'm not buying the fact that their service should go up that much every other month.

After complaining for awhile, they'll drop the extra money, but I'm tired of fighting it. The worst part is there is no other phone service available in this area.

I just got done with one of my fighting sessions with them the other day. Happy *Bleeeeeep*-ing Christmas to you too Phone company!
Devon Ellington

December 15, 2009

I would rather drive 150 miles than shop at WAl Mart because I loathe their policies. And I have. I will not spend one dollar there.

This year, I've stopped doing business (as a consumer) with two companies because of their incompetence. I wrote the CEOs and told them why, especially with the one firm, when they blew off my initial complaint, basically telling me they didn't care if I didn't like their customer service; they had plenty of customers.

There's an oversight for the cards — let me see if I can find the information — my state senator put me in touch with them when I had a problem with Chase (who are just the bottom of the scumbag barrel), and, if it's a bank that accepted TARP money, you can file a complaint with the TARP oversight committee — they've been very helpful. Both complaints took less than 15 minutes and had hasty resolutions in my favor.
Irreverent Freelancer

December 15, 2009

It's not just you, hon. You should try dealing with incompetency in the medical professions. I swear, on any given day, I do at least four people's jobs for them because they can't seem to do it right themselves … and yet, they all still have jobs, despite the recession.
Irreverent Freelancer

December 15, 2009

@Devon "Chase (who are just the bottom of the scumbag barrel)"—Oh, I completely agree. They are not my CC company (thank the Lord) but when my dad was sick and confined to a hospital for six weeks, I had to deal with their incompetency way more than I like to think about even now.
allena

December 15, 2009

Ok, apologies ahead of time if I am hijacking your post. But I have a personal vendetta against Menards and Fifth THird bank.

My hubby and I remodeled my home office. I bought something from Menards for $75 and then found it for $10 somewhere else, returned the $75 to Menards that same day and didn't get the refund for 8 days!! NOT KIDDING! And, since I keep my business account pretty much empty, this caused a bounce and massive fees. I will never spend another dollar at Menards.
Lori

December 15, 2009

The name Fifth Third doesn't exactly scream "We're number one!" does it? LOL

No apologies, Allena. That's what the thread's here for. 🙂

Wendy, my phone company has improved slightly. My call time went down from 32 minutes and five people (I wish I were kidding) to 8 minutes and 2 people. Still ridiculous for a "Help" center, but an improvement.

Devon, I can't remember the last time I was inside a Walmart. I read Sam Walton's book years ago – he was an incredible man. But saturating the market is good for one person – Sam Walton. It doesn't help anyone beyond that.

So far, Chase has been the only CC company that hasn't ticked me off. I dropped Bank of America instantly, Wachovia nearly as fast, and never used Capital One since the rate they promised me doubled upon application. As you say, Kathy, screw that!

Hope your dad's doing better, Kathy.
Wendy

December 15, 2009

I hate all credit card companies. I'm happy to say that I'm credit card free now. It took forever but I'm free!
Paula

December 15, 2009

Your timing is impeccable, Lori. This may be long…feel free to gloss right over it if you like.

My house went eight months this year without a single actual electric meter read. In May, I received a nasty letter from ComEd saying I had to call and arrange a meter read (my meter is in the basement) since their meter reader had tried "multiple times" to read my meter but no one was ever home. Excuse me? I work from home. I'm here almost all of the time!

The letter went on to say that if I failed to schedule a meter read, my power may be cut off. What? I've never even been late with a payment. Meanwhile, the idiots next door managed to rack up a $1,200 electric bill in less than a year, never paid a penny, and they still had power.

I immediately called to schedule a reading. They said someone would be out to read it in June. I also contacted ComEd through their website, saying while a meter reader may have missed me once, it was statistically implausible to think they'd missed me multiple times. I received an automated reply, but nothing else.

Months passed, with no reads. In August or September I called and e-mailed their site again. Same lack-of results. Around October 1, I decided to contact CUB (Citizen's Utility Board) and ask what my options since despite my efforts, ComEd still hadn't scheduled a meter read, but was still dangling the threat of cutting off my power over my head. Within a week a ComEd meter reader was here asking if I'd complained. My reply, "Multiple times." A local supervisor called me to say he would personally make sure this didn't happen again. What does it say that they only showed up after a third (powerful) party interceded on my behalf?

My first bill after the actual read was about three times my normal actual-read rates. Fine. I thought the problem was solved. Not so fast. November was an estimated read. And what did they estimate it on? The previous month's hyper-inflated usage, plus a little more. It was $115. I called the local guy to see if I could get an actual read, but he said that would screw up the system even more. So I paid the new bill assuming it would mean I wouldn't owe anything in January and February. The guy assured me he would get someone to do an actual read in December.

Well, they usually read meters by the 15th, and no one has been here yet. I've called the local supervisor twice to schedule a read, but have only gotten voice mail. I've left lengthy messages reminding him that I will be here (I didn't even go to the bank yesterday so they couldn't claim to have missed me). I said I will NOT accept another estimated read based on the hyper-inflated October read. Believe me, if my next electric bill is an estimated read, heads will roll. After all, I'm not just paying for the electricity, but the service, too.

Rant over. I think I'll try calling that local guy again.
Lori

December 15, 2009

Paula, that's nuts! How the devil can they penalize you when they're the ones dropping the ball? I'll never understand these people.

And if I'm not mistaken, you have every right to demand a monthly read. At least here that's the case. And if they give you no satisfaction, keep banging on the door of the CUB.
Paula

December 15, 2009

I have demanded it. The irony is, they include these sheets so people can do their own reads (why do that since I'm PAYING for service they're not providing? But a few years ago when I religiously called in my own readings, they didn't believe me! They sent a meter reader out because they didn't believe my usage was so low. (Unplugging the little-used freezer in the basement save me about $5/month.) Either way, they act like I'm the villain. All I do is live my life and pay their bills on time.

So now I'm torn. Today is the cut off for calling in your own reading. Do I call it in or wait for another astronomical estimate to bolster the mega-complaint letter they'll be getting by January 1?

Here are the numbers. My actual meter reading in October was 87918 whatevers. Their November estimate was 886665 whatevers (kilowatts?), meaning a "usage" of 747. I just read my meter, and the actual number as of today is 88440, meaning the difference is -225. My last actual read (February 2008) indicated a usage of 220. To me, that means I've overpaid by roughly two months.

Of course, if I call in with a number lower than what they think it should be, they'll just assume I'm lying and estimate it anyway.

I think I'll wait until about 4 PM to see if a meter reader actually shows up. If not, I'll call it in and get started on an extremely detailed and angry letter to the CEO, cc'd to the local guy (if I can find his mailing address) and to CUB.

There is no excuse for such utter incompetence, especially after I've politely – yet firmly- pointed it out to them at least seven times now.
Lori

December 15, 2009

I hope you do have that letter ready! That's ridiculous. Since when is it the customer's job to read their own meters? That's insane.
Paula

December 15, 2009

I have two articles things due this week, and once those are out of the way….look out ComEd. I will bring you to your collective knees.

Being a monopoly, I'm sure they won't care. if nothing else, I'll be supplying CUB with more ammunition to use against them in the future.
Lori

December 16, 2009

It does stink that they're a monopoly. Here, we have choices. That's made many of the companies suddenly become concerned about customer service.

Go get 'em, tiger. ;))
Paula

December 16, 2009

I hate it when drama queens go on an on about bad something is and never tell the resolution (unless it's really dramatic), so here's the update:

At 4:30 I attempted to call in my reading, but being 225 whatevers lower than their previous estimate, the recording said, "I'm sorry. We are unable to record your reading. Please hold for a representative." I remembered to get this guy's employee ID number. Thankfully he turned out to be the only helpful person I've spoken with at ComEd all year.

He said meter readers technically have until today to do a reading, but he still over-rode their system and input my read. When I recounted the whole story, I paused mid-way through and said, "Sorry. I'm ranting," and he said it was interesting and that there was no excuse for the lack of response I'd so far received – especially since it was already noted in my file that I work from home and am available for actual reads! He added "No estimates!" on my file and instructions for the reader to call in advance and knock on the back door. He says my next bill will have a credit on it.

Bottom line: No More Excuses.

I will still write to the CEO so he will be aware of the on-going problems. As we've discussed here before, you can't fix problems if you don't know they exist. I will also single out the employee I spoke with yesterday who – in less than 10 minutes – seems to have rectified a situation I've been trying to clear up since the end of May. Of course, the bill's not here yet.