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DASM: Lessons is Poor Client Service

DASM: Lessons is Poor Client Service

Dumb Ass Stupid Management

Both AT&T and Cox Cable separately send me notices that I have a bill coming due every month. They act as if I’m a deadbeat who continually misses payment, though I’ve never missed a payment in my entire relationship with them. I find this kind of “assumption of error” annoying. They treat all their customers with one blanket policy: “We’re afraid you won’t pay us on time (especially in this period of crisis) so we’re reminding you that we know where you live and you’d better pay up.”

These guys even give bureaucracy a bad name.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 4

  • Chris Law

    May 8, 2020

    So what’s your take on doctor and other appointment reminders sent in texts, automated phone calls and emails? I’ve spoken to people who don’t mind them (or tolerate them), but I can’t stand them.

    “Reminder: You’re eye appointment is tomorrow at 12:40”. I know that I have an appointment tomorrow at 12:40 because I have a calendar!! It’s everything, and what’s more they never ask you in advance if you’d like to be pestered as if you have no way or organizing yourself. Should I stop putting this stuff in my calendar because I’ll get a reminder anyway?

    Twerps!

  • Chris Law

    May 12, 2020

    All I want is the option to say “There’s no need to remind me. If I mess up, I’ll pay.”

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