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Once Upon A Time in a business environment far, far away, customers were considered to be an essential, vital, necessary, mandatory components which could make or break a company’s reputation. Way back then, companies were actually concerned, as difficult as it to imagine, about Word-of-Mouth – what was said about them between neighbors talking over backyard fences or hedges, or positive and negative experiences shared by families or friends at social gatherings was considered to be extremely important. “The Customer Is Always Right” has devolved into “The Customer Is Always Wrong”.

When I was experiencing my nightmare with Sears and their Never-Intended-To-Give-Customers-Their-Rebate Non-Program, I wish I had had the creativity of Vinny Ferrarri who had his fill of AOL’s Customer Non-Service. Ferrarri recorded his conversation with AOL’s call center rep who, I have to say, does a tremendous job representing all there is to despise about today’s corporate America.