Category Archives: Daily Drama

It has been cold here, in the low 20’s, for about a week and now we are warned that a major storm is due to strike the Northeast. We, and many of our neighbors, made a run to Charlottesville today … Continue reading →

In the past few years, I have seen a disturbing trend in the customer support performance of a lot of different companies.  From the biggest internet companies to my local Dodge dealer, the service levels are inexplicably dropping.

After chewing on this for some months, I believe I may have an idea why so many charming and enthusiastic service people just can’t complete a flawless support cycle. Furthermore, it may explain why they don’t get upset when I correct them, even if I rant a bit about how we are getting to be such good friends after so many calls.

I’m not talking about the surly, petty bureaucrat mentality that delights in telling you, "I’m so sorrrry! You’ll just have to file a report with our complaint office in Stockton!" Those people have always been with us and are just background noise.

I’m talking about people who greet you politely on the phone, give every sign of interest in your situation, seem to execute the required steps, and fail miserably when it comes to getting your situation handled!

It is a terrible waste that all of this costly and cordial effort projects a brand mantra of: Fumble, Stumble & Fail

Looking for common factors, I came up with the following list:

• polite

• well-meaning

• tolerant

• not able to easily duplicate names, places, details

• making the same mistakes over and over, while cheerfully attempting to fix earlier mistakes

• spelling seems to verge on the fonetik, if you get what I meen

The warning signs have been visible for years now, but it took this school sign to show me why our educational system might be on its way down the toilet.

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Blackfive has posted an article from Lieutenant Colonel Tim Ryan – a Task Force (Battalion +) Commander in Iraq – which explains what the main stream media is doing to aid and abet the enemy in Iraq. Aiding and Abetting … Continue reading →

Excerpt from the new Inspector Dan Rather Mystery by David Burge: It was a slow September night in Manhattan. The kind of sweaty summer night where the mean streets of Gotham run wild with the shadowy scum of the Republican … Continue reading →