United Airlines' Apology Form Letter
Form letters are a great way for companies to ensure consistency and save time, but they have to be customized. United Airlines forgot this important step.
A spokesperson for the airline said, "I cannot confirm if it is authentic based on the picture, but it appears to be an unfinished customer response letter. If I knew who the customer was we would reach out to the customer and apologize for the response." The letter was posted on Reddit.
A week before this letter was written, the Wall Street Journal ran an article about airline apologies. According to the article, Southwest employs 200 people just to handle complaints, and Delta employs 150 to answer complaint and compliment letters. Delta no longer uses form letters.
United told the WSJ reporter, "Generally we tell the customer we are sorry they did not have the experience they expected on United. We try to be empathetic to the customer but not sound insincere." The article confirms that United has some work to do:
"United Airlines, which had the highest rate of complaints filed at the DOT among major airlines the past three years, has a team of about 450 customer-care agents handling general issues and refunds. Add to that 400 people handing frequent-flier program issues and about 100 answering baggage-related letters and emails."
United apologies dating back to 1996 were form letters. Here's a comparison on Untied.com.
Discussion Starters:
- In addition to the obvious missing information, the letter has some other problems. What are they?
- The WSJ article mentions a 2009 study showing that an apology may be more valued by customers than compensation. What works best for you? Think about a time when service didn't meet your expectations, and you told the company. How did it respond, and what was your reaction?
Real Estate Company Apologizes for Inappropriate Email
Real estate website ListedBy.com sent an email to alert its customers that Robin Williams died. Several people thought the announcement was inappropriate and told the firm so.
The situation reminds me of small business advisor who used Amy Winehouse's death to promote her services. Although ListedBy.com was a bit more subtle, the email still feels like an opportunity to connect with prospective customers. Using a death for this purpose just seems wrong.
To its credit, the company sent a nice apology:
Members,
I wanted to run in to the office even at this late hour and make sure we issue a prompt apology. Earlier tonight we sent out our wkly newsletter including the news of Robin Williams death. We used our same newsletter template we always use for sending out breaking news and while it was potentially a vocal minority we did receive a couple dozen emails that felt it was simply not tasteful and not our place to send out an email like this.
In hindsight we completely agree and understand why this was not a good idea to send and we want to issue our most sincere apology to all our members and anyone who was in any way offended by this.
It was simply an issue of us ourselves as human beings receiving the news about half an hour before we were trying to select the "news of the day" to send out to our members, and being that we were sincerely extreme Robin Williams fans it seemed like there was no news we could think of that was more important than this. In hindsight again though we realize we actually could have negatively represented the man we intended to honor and for that we are very sorry. It again was a very fast paced decision from someone that really was shocked by the news and we hope you as members forgive us if this was in bad taste. As an extra part of our apology and to try to accomplish our initial goal of honoring a great person who was such a big part of American culture for so long we will be making a donation this week to his charitable foundation. Thanks again for your understanding our human flaw on this send and from now on we'll just stick to real estate when it comes to reporting the news!
Sincerely,
The ListedBy.com Team
Discussion Starters:
- Assess the apology: What works well, and what could be improved?
- Edit the apology: Help the CEO (or whoever wrote it) punctuate properly.
Again, Starbucks Denies Giving Support to Israel
Starbucks just updated a statement on its website denying giving support to Israel. This isn't the first time the company is responding to similar claims.
Starbucks' Jim Olson told CNN Money that the decision to close Israeli stores in 2003 "was not related to political issues" but was for "operational challenges." This month, Olson said that the statement, written in 2010, was updated because of an "uptick in false rumors out there about Starbucks and the Middle East."
Some of the rumors were about the possibility of Starbucks investing in SodaStream. The Palestinian BDS National Committee (BNC) threatened boycotts if this were true because SodaStream is manufactured in, according to the group, an illegal Israeli settlement in the West Bank.
Facts about Starbucks in the Middle East
Facts about Starbucks in the Middle East (UPDATED August 2014)
Though our roots are in the United States, we are a global company with stores in 65 countries, including nearly 600 stores in 12 Middle Eastern and North African countries employing more than 10,000 partners (employees). In countries where we do business, we are proud to be a part of the fabric of the local community – working directly with local business partners who operate our stores, employing thousands of local citizens, serving millions of customers and positively impacting many others through our support of local neighborhoods and cities.
Our 300,000 partners around the globe have diverse views about a wide range of topics. Regardless of that spectrum of beliefs, Starbucks has been and remains a non-political organization. We do not support any political or religious cause. Additionally, neither Starbucks nor the company's chairman, president and ceo Howard Schultz provide financial support to the Israeli government and/or the Israeli Army in any way.
What we do believe in, and remain focused on, is staying true to our company's long-standing heritage – simply connecting with our partners and customers over a cup of high quality coffee and offering the best experience possible to them – regardless of geographical location.
Questions and Answers:
Is it true that Starbucks or Howard Schultz provides financial support to Israel?
No. This is absolutely untrue. Rumors that Starbucks or Howard provides financial support to the Israeli government and/or the Israeli Army are unequivocally false. Starbucks is a publicly held company and as such, is required to disclose any corporate giving each year through a proxy statement.
Has Starbucks ever sent any of its profits to the Israeli government and/or Israeli army?
No. This is absolutely untrue.
Is it true that Starbucks closed its stores in Israel for political reasons?
No. We do not make business decisions based on political issues. We decided to dissolve our partnership in Israel in 2003 due to the on-going operational challenges that we experienced in that market. After many months of discussion with our partner we came to this amicable decision. While this was a difficult decision for both companies, we believe it remains the right decision for our businesses.
Do you have plans to re-open should the opportunity arise?
We decided to dissolve our partnership in Israel in 2003 due to the on-going operational challenges that we experienced in that market.
When and where the business case makes sense and we see a fit for the Starbucks brand in a market we will work closely with a local partner to assess the feasibility of offering our brand to that community. We will therefore continue to assess all opportunities on this basis. At present, we will continue to grow our business in the Middle East as we have been very gratified by the strong reception of the brand in the region. We continue to work closely with our business partner, the Alshaya Group, in developing our plans for the region.
Do you work with a Middle East partner to operate Starbucks stores?
Through a licensing agreement with trading partner and licensee MH Alshaya WLL, a private Kuwait family business, Starbucks has operated in the Middle East since 1999. Today Alshaya Group, recognized as one of the leading and most influential retailing franchisees in the region, operates nearly 600 Starbucks stores in the Middle East and Levant region. In addition to its Starbucks stores, the Alshaya Group operates more than 2,600 retail stores in the Middle East, Russia and North Africa, providing jobs for more than 40,000 employees of more than 110 nationalities.
We are extremely fortunate and proud to have forged a successful partnership for the past fifteen years and look forward to building on this success.
In which Middle Eastern and North African countries do you operate?
We partner with Alshaya Group to operate Starbucks stores in Bahrain, Cyprus, Egypt, Jordan, Kuwait, Lebanon, Morocco, Oman, Qatar, Saudi Arabia, Turkey and United Arab Emirates in the Middle East and North Africa region. We are fortunate to have the opportunity to work with so many communities, and we are committed to providing the Starbucks Experience while respecting the local customs and cultures of each country we are a part of. We are also committed to hiring locally, providing jobs to thousands of local citizens in the countries where we operate.
This updates a statement originally posted to the Starbucks Newsroom in 2010.
Discussion Starters:
- Do you believe that Starbucks invests in Israel? If not, why would these rumors get started?
- Assess Starbucks' statement: the messaging, organization, tone, and so one. What works well, and what could be improved?
- What are the most and least convincing claims in the statement?
How (Not) to Avoid Reporters' Questions
Technical glitch or avoiding the question? Pundits are debating whether former Israeli Ambassador to the United States Michael Oren really couldn't hear Andrea Mitchell's question.
Mitchell (MSNBC): "And I just have to ask you very briefly, in ten seconds, were you aware any of eavesdropping on John Kerry by Israeli intelligence?"
Oren: "Andrea, I cannot hear you. I'm sorry." [ear piece touch] "[utterances] I'm in Tel Aviv. I cannot hear you. I'm sorry."
Oren was still the Israeli ambassador at the time of the alleged eavesdropping.
Huffington Post compiled a video of embarrassing question evasions. And this reminds me of the woman who hid under her desk to avoid a reporter. Not the best option.
Discussion Starters:
- Do you believe that Oren couldn't hear? Explain your response with evidence from the video.
- If Oren was simply evading the question, what would have been a better strategy for managing the question?
Graphical Student Loan Calculator
Embracing the value of interactive graphics, The New York Times created an online calculator for student loans. The results may be depressing, but the calculator tells students how much they will owe and what they need to earn to cover the expense. By filling in a few fields, students can see how interest rates, loan term (years), and additional monthly payments affect their principal and interest.
Using $29,400 as the average loan for a student graduating in 2012, we see that students need to earn that amount per year. Of course, more is better. At $35,923 per year, the loan repayment amount would equal about 20% of a student's discretionary income. (Of course, that may vary tremendously.)
Seeing the data graphically may help students get a clearer picture about what to expect-for better or worse.
Discussion Starters:
- Do you find the calculator easy to use? Is it useful?
- What other ways can you visual the data? Consider more creative graphics than this bar chart.
- What's your view of the recommended 20% of discretionary income for student loan repayments? In what ways could it vary based on geographical, health, personal, and other factors? Would this be a realistic number for you?
Hotel Fines Guests for Negative Reviews
So much for embracing feedback. The Union Street Guest House in Hudson, NY, implemented a policy of fining wedding bookers $500 for negative reviews.
The Guest House seems to miss the point about social media, and the policy itself is silly: couples are responsible for each negative review posted by their guests. Imagine a wedding gone bad, which could, theoretically, inspire hundreds of guests to post to TripAdvisor or Yelp. There goes the new house fund.
The policy was as follows:
"If you have booked the Inn for a wedding or other type of event anywhere in the region and given us a deposit of any kind for guests to stay at USGH there will be a $500 fine that will be deducted from your deposit for every negative review of USGH placed on any internet site by anyone in your party and/or attending your wedding or event. If you stay here to attend a wedding anywhere in the area and leave us a negative review on any internet site you agree to a $500. fine for each negative review."
A scan of the Guest House's Yelp reviews indicates a service issue, with an average of 2 stars out of 5.
The owners haven't handled these reviews very well, on one occasion replying, "I know you guys wanted to hang out and get drunk for 2 days and that is fine. I was really really sorry that you showed up in the summer when it was 105 degrees . . . I was so so so sorry that our ice maker and fridge were not working and not accessible."
The Guest House fares better on TripAdvisor (4 out of 5), but the reviews are still spotty.
After some backlash about the policy, the owners posted on Facebook (since removed) that the policy was a "tongue-in-cheek response to a wedding many years ago." This is almost as good as Amy's Baking Company claiming that its Facebook page was hacked and was being investigated by the FBI.
Discussion Starters:
- What advice would you give the owners of the Guest House about managing social media and, specifically, about responding to negative online reviews? (See Chapter 7 for tips.)
- Practice responding to reviews on behalf of the owner. Choose two or three on Yelp and draft responses.
Airbnb Sells Sustainability
In its latest advertising campaign, Airbnb is pushing its role in sustainability. Taking lessons from Chapters 5 and 7 in the textbook, Airbnb boasts saving the planet in concrete terms.
According to a recent report, published with the Cleantech Group, "In one year alone, Airbnb guests in North America saved the equivalent of 270 Olympic-sized pools of water while avoiding the greenhouse gas emissions equivalent to 33,000 cars on North American roads." The company also says that North American Airbnb guests use 63% less energy than do hotel guests, while European guests use 78% less.
The report results are summarized in an infographic on Airbnb's blog.
Discussion Starters:
- Read Airbnb's report summary. Which statistics make sense to you, and which are perhaps overstated or irrelevant?
- What do you think of Airbnb's marketing approach? Do you find it effective? Why or why not?
- Asses the company's infographic. What principles from Chapter 9 are followed effectively?
SeaWorld and Southwest End 26-Year Partnership
In a joint statement, SeaWorld and Southwest Airlines announced the end of a promotional partnership started in 1988. The companies aren't answering questions beyond the scant (and dare I say, loose) explanation in the release:
Joint Statement on Southwest and SeaWorld Partnership
Southwest and SeaWorld have mutually decided not to renew their partnership when the contract expires at the end of the year. Our promotional marketing relationship began in 1988 and was one of the first of its kind – focused on co-marketing opportunities between Southwest passengers and SeaWorld visitors.
The companies decided not to renew the contract based on shifting priorities. Southwest is spreading its wings with new international service, and increased focus on local market efforts. With an increasing international visitor base, SeaWorld is looking to focus on new and growing markets in Latin America and Asia, among others.
The companies will continue to work together through Southwest Vacations. Southwest's three specialty airplanes will return to the company's traditional livery.
Southwest and SeaWorld have enjoyed their long relationship, and wish each other continued success.
The more obvious reason, which The Wall Street Journal, Los Angeles Times, and others point to, is backlash from "Blackfish." The movie questioned SeaWorld's treatment of killer whales at theme parks and blamed several trainers' deaths on how the animals are held in captivity.
In the statement, the companies mention "shifting priorities." Although both have an increasingly international focus, Southwest is looking towards more local marketing. Huh?
Discussion Starters:
- Another option for the companies is to announce the decision without giving a reason at all. What do you think of this strategy?
- The companies aren't giving statements beyond this joint message. Is that a wise decision? Why or why not?
Malaysia Airlines Representative Speaks Out
Hugh Dunleavy, commercial director of Malaysia Airlines, wrote an editorial in The Telegraph to defend the airline's flight path for MH17 and ponder the future of the company. Twice this year, Malaysia Airlines flights have crashed. MH17 was struck down over Ukraine, and earlier this year, MH370 was lost between Kuala Lumpur and Beijing.
Now, the airline is in jeopardy. Cancellations are up to 20 % in some regions, and the company seems to be running out of cash.
In his editorial, Dunleavy says that was happened to MH17 could have happened to any airline and defers responsibility for flight paths away from the industry:
"For too long, airlines have been shouldering the responsibility for making decisions about what constitutes a safe flight path, over areas in political turmoil around the world.
"We are not intelligence agencies, but airlines, charged with carrying passengers in comfort between destinations.
"Against the backdrop of areas with increasingly volatile political situations, such as Ukraine and Gaza, we as an industry must act now to create a system of approval that guarantees safe air passage for all commercial airlines."
Dunleavy admits that the Malaysian government, which owns a majority stake in the company, was already in "a process of assessing the future shape of our business" before the more recent MH17 loss. PR Daily wonders whether a name change and repositioning of the brand would help save the airline.
Discussion Starters:
- If you had a scheduled flight on Malaysia Airlines, would you cancel it? Discuss your rationale.
- What do you think would help the struggling airline at this point?
- When PR Daily proposes a name change and a "radical brand overhaul," what do you think they mean? What would this look like? What other companies have done something similar?
A Tribute to Kathy Berggren
My friend and colleague Kathy Berggren died suddenly last week, a terrible shock to the Ithaca community. Kathy taught courses in the communication department at Cornell for more than 20 years and recently moved to a management communication position at the Dyson School.
Although Kathy served in this role for only one semester, she already made her mark. She built the program from scratch, creating a practical course to develop students' personal and professional communication skills. From this semester and from her many in the communication department, it's hard to say how many students would call her "mentor."
Perhaps Kathy's greatest contribution was her work with teaching assistants. She mastered the large lecture, which many business and management communication faculty resist, by developing a cadre of students who could teach and coach other students. Her comprehensive guide for teaching assistants should help sustain the course now that she's gone.
One of the many modules Kathy taught exceptionally well was an "elevator pitch." I'm guessing that thousands of students can sell themselves within minutes because of Kathy's guidance.
As a frequent Facebook poster, Kathy might enjoy the outpouring of comments on her page. Friends and family are posting memories and photos for everyone to enjoy. I found out about her death from a mutual friend who texted me about some Facebook posts. And so goes our communication world today.
As a colleague, I'll miss Kathy's forwarded articles, including recommendations for BizCom in the News. I know she found this blog useful as a teaching tool, and I'm glad for that.
As a friend, I'll miss Kathy's direct communication. She set me straight on more than one personal issue I was whining about. I told her that I have many friends who will empathize with me but too few who will tell me what to do when it's clear what must be done.
I regret never seeing Kathy work with students directly. I imagine they benefited from her delicate balance of caring for people regardless of their ability and telling them what they needed to hear. I know I did.
Weird Al Parodies
Weird Al Yankovic videos seem to be everywhere. To promote his new album, "Mandatory Fun," Yankovic partnered with seven different producers and released a video each day. The producers, which include College Humor and Funny or Die, paid for the video and keep the ad revenue generated.
Two videos are relevant to business communication. The first, "Word Crimes," a parody of Robin Thicke's "Blurred Lines," reminds audiences of proper grammar.
John McWhorten, at Columbia University, explains the linguist's dilemma:
Linguists have been trying forever to get the public to stop looking down on casual speech, including the words and expressions often condemned as "mistakes." It's not that we don't understand that you need standard English too, but we cherish the idea that people can speak that way in public and the casual way with their intimates.
The Word Crimes video, skewering people who neglect the "Sunday best" grammar as degenerates, is one of an endless stream of indications that linguists are fighting a losing battle. When I myself pitch in from the linguist's corner on such matters, I get to savor reams of indignant correspondence, including frequent declarations that I should not be teaching at a university.
And it's time linguists admitted that part of the problem is with us. When a songwriter is clever enough to remind America to distinguish less from fewer "like people who were / never raised in a sewer," it won't do for linguists to say one more time that people should be able to talk however they want to-especially since that's not really what even we mean ourselves.
The second video, "Mission Statement," pokes fun at corporate cliches and jargon, some of which you'll read in Chapter 5 of the text.
In Rolling Stone, Yankovic describes his inspiration for "Mission Statement":
"'I wanted to do a song about all the ridiculous double-speak and meaningless buzzwords that I've been hearing in office environments my entire life,' Yankovic said. 'I just thought it would be ironic to juxtapose that with the song stylings of CSN [Crosby, Stills, & Nash], whose music pretty much symbolizes the antithesis of corporate America.'"
My favorite of the Yankovic series is "Tacky," a parody of "Happy," particularly the lyrics: "I would live-tweet a funeral."
Discussion Starters:
- Watch the "Word Crimes" video, and describe Yankovic's choices. Why did he choose the examples he did? What other common errors would be appropriate to include?
- Look at five or ten corporate mission statements online. How many of Yankovic's "Mission Statement" examples do you see?
- These are popular videos, with more than 10 million views of "Word Crimes." Do you think they will make a difference in how people speak and write?
Comcast Internal Message Addresses the Call
Last week, a customer service call with a Comcast representative went viral and embarrassed the company. The agent was relentless in asking the customer why he wanted to cancel his account, and the call lasted way too long.
At the time, Comcast said that the rep didn't act as he was trained. But in a message on Comcast's intranet, COO Dave Watson admits that, at least in part, he did follow protocol.
A Message From Dave Watson,
July 21, 2014You probably know that there has been a fair amount of media attention about a recording of a phone call between one of our Customer Account Executives (CAEs) and a Comcast customer. The call went viral on social media and generated news headlines. We have apologized to the customer privately and publicly on Comcast Voices, making it clear that we are embarrassed by the tone of the call and the lack of sensitivity to the customer's desire to discontinue service.
I'd like to give you my thoughts on the situation.
First, let me say that while I regret that this incident occurred, the experience that this customer had is not representative of the good work that our employees are doing. We have tens of thousands of incredibly talented and passionate people interacting with our customers every day, who are respectful, courteous and resourceful.
That said, it was painful to listen to this call, and I am not surprised that we have been criticized for it. Respecting our customers is fundamental, and we fell short in this instance. I know these Retention calls are tough, and I have tremendous admiration for our Retention professionals, who make it easy for customers to choose to stay with Comcast. We have a Retention queue because we believe in our products, and because we offer a great value when customers have the right facts to choose the package that works best for them. If a customer is not fully aware of what the product offers, we ask the Retention agent to educate the customer and work with them to find the right solution.
The agent on this call did a lot of what we trained him and paid him - and thousands of other Retention agents - to do. He tried to save a customer, and that's important, but the act of saving a customer must always be handled with the utmost respect. This situation has caused us to reexamine how we do some things to make sure that each and every one of us - from leadership to the front line - understands the balance between selling and listening. And that a great sales organization always listens to the customer, first and foremost.
When the company has moments like these, we use them as an opportunity to get better, and that's what we're going to do. We will review our training programs, we will refresh our manager on coaching for quality, and we will take a look at our incentives to ensure we are rewarding employees for the right behaviors. We can, and will, do better.
Thank you for your support, and many thanks to the thousands of exceptional employees all around the country who work so hard to deliver a great customer experience every day. I am confident that together we will continue to improve the experience, one customer at a time.
Dave Watson
Chief Operating Officer, Comcast Cable
I'm curious how Comcast's reward and compensation systems are linked to these calls. (And why is "Retention" capitalized? Clearly, this is important to the company.) It's also surprising that these calls aren't monitored. Most call centers have supervisors listening for coaching purposes. Or, perhaps they are listening, and this type of call is far more frequent than Comcast will admit.
Regardless, Comcast is making top-ten lists of companies with the worst customer service. Nothing to be proud of, for sure.
Discussion Starters:
- Assess Dave Watson's message: content, organization, tone, and so on. What works well, and what could be improved? How do you think employees reacted?
- If you were Dave Watson, what, if anything, would you change in the message thinking that it may go public?
Fake Facebook Accounts of MH17 Victims
If the downing of Malaysia Airlines flight MH17 and the looting of victims' belongings at the crash site didn't depress you enough, here's more news. Several fake Facebook pages were set up in the names of Australian victims of the crash.
Among the accounts were three pages created in the names of children who died in the crash. When clicked, video images open external pop-up ads for gambling, sex, and counterfeit drug sites.
Although early reports said Facebook wasn't taking action and couldn't until the sites were proven illegal, the company has since taken them down. A Facebook spokesperson said, "We are disabling these profiles as soon as we are made aware of them. We encourage people to block those responsible and report suspicious behaviour to our team of experts via our reporting buttons so that we can quickly take the appropriate action."
Discussion Starters:
- What are the potential consequences of Facebook's decision to remove these pages? Why would the company not act immediately?
- If the creators of these pages were caught, what would be appropriate action against them?
Malaysia Airlines' Communications About MH17
After harsh criticism of Malaysia Airlines' communications when MH370 disappeared, the airline may be under a microscope for how it handles the recent tragedy, MH17 shot down over eastern Ukraine. The company's home page has this simple message:
Following a link to "Latest Updates on Flight MH17" brings this media statement:
Friday, July 18, 08:20 PM GMT +0800 Media Statement 4 : MH17 Incident
Media Statement 4: MH17 Incident
1. Flight plan
MH17's flight plan was approved by Eurocontrol, who are solely responsible for determining civil aircraft flight paths over European airspace. Eurocontrol is the air navigation service provider for Europe and is governed under ICAO rules.
The route over Ukrainian airspace where the incident occurred is commonly used for Europe to Asia flights. A flight from a different carrier was on the same route at the time of the MH17 incident, as were a number of other flights from other carriers in the days and weeks before. Eurocontrol maintains records of all flights across European airspace, including those across Ukraine.
In April, the International Civil Aviation Organization identified an area over the Crimean peninsula as risky. At no point did MH17 fly into, or request to fly into, this area. At all times, MH17 was in airspace approved by the ICAO.
2. Altitude
MH17 filed a flight plan requesting to fly at 35,000ft throughout Ukrainian airspace. This is close to the ‘optimum' altitude.
However, an aircraft's altitude in flight is determined by air traffic control on the ground. Upon entering Ukrainian airspace, MH17 was instructed by Ukrainian air traffic control to fly at 33,000ft.
3. Nationalities
Following this afternoon's press conference, Malaysia Airlines can confirm that a further 16 passengers' nationalities have been verified. The latest breakdown of nationalities of those on board the flight is as follows:
· 189 Netherlands
· 44 Malaysia
· 27 Australia
· 12 Indonensia
· 9 UK
· 4 Belgium
· 4 Germany
· 3 Philippines
· 1 Canada
· 1 New Zealand
Four passengers' nationalities remain to be verified.
4. New flight route
Following this incident, Malaysia Airlines now avoids Ukrainian airspace entirely, flying further south over Turkey.
-end-
Friday, July 18, 06:40 PM GMT +0800 Cargo Manifest and Airway Bill for MH17
Discussion Starters:
- Who are the audiences for Malaysia Airlines' communications?
- What's your view of the simple posting on the airlines' homepage?
- The statement, above, certainly gives the facts, but should it include some emotional appeal as well? What is appropriate at this point?
- What other communications do you think we'll see from the airline? What do you think the public expects to see?
- What are the similarities and differences in MH370 and this situation? How should this background influence how the airline executives should handle their communications?
- What can the airline executives learn from their experience with MH370?
Comcast Employee Gives Customer a Tough Time
When Ryan Block tried to cancel his Comcast account, it took him 18 minutes to convince an employee to let him. This audio starts 10 minutes into the conversation.
Slate writer Jordan Weissman helps us understand the situation:
"I can hardly imagine what horrible, punitive incentive structure Comcast has put in place for its employees that might inspire this sort of interaction."
An Awl writer tells us more about the pressure the employee may be under:
"If you understand this call as a desperate interaction between two people, rather than a business transaction between a customer and a company, the pain is mutual. The customer service rep is trapped in an impossible position, in which any cancellation, even one he can't control, will reflect poorly on his performance. By the time news of this lost customer reaches his supervisor, it will be data-it will be the wrong data, and it will likely be factored into a score, or a record, that is either directly or indirectly tied to his compensation or continued employment. It's bad, very bad, for this rep to record a cancellation with no reason, or with a reason the script should theoretically be able to answer (the initial reasons given for canceling were evidently judged, by the script, as invalid). There are only a few boxes he can tick to start with, and even fewer that let him off the hook as a salesman living at the foot of a towering org chart. The rep had no choice but to try his hardest, to not give up, to make it so irritating and seemingly impossible to leave that Block might just give up and stay. The only thing he didn't account for was the possibility the call would be recorded. Now he's an internet sensation. The rep always loses."
Comcast issued this apology:
"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect."
Management's instructions at Comcast are likely similar to those at AOL, which was criticized for a ridiculous call back in 2006. In that conversation, Vincent Ferrari did his best to cancel the account:
"Cancel the account. Cancel the account. Cancel the account. CANCEL THE ACCOUNT. CANCEL THE ACCOUNT. CANCEL THE ACCOUNT. FOR GOD'S SAKE JUST CANCEL THE ******* ACCOUNT."
For fun, I tweeted to Vincent Ferrari and received this reply-and some unconfirmed information about Ryan Block.
Discussion Starters:
- Why would a Comcast employee behave in this way? What's the company's responsibility? How isolated do you think this situation is?
- Assess Comcast's statement. What's the approach, and is it successful?
- In the statement, Comcast promises to take "quick action." What do you think is appropriate in this case?
NPR Tweets DO Reflect on the Organization
A National Public Radio employee got her hand slapped after tweeting from @npr_ed (NPR's Education Team):
Anya Kamenetz apologized, saying that her tweets don't reflect on the public radio station. But NPR executives don't agree. In response, NPR Standards & Practices supervising editor sent this email to employees:
From: Mark Memmott
Sent: Tuesday, July 08, 2014 2:24 PM
To: News-All Staff
Subject: Reminder: There Is No Privacy On The Web, And ‘Personal' Pages Are Not Safe Zones
"If you wouldn't say it on the air, don't say it on the Web."
That's been the basic guidance for quite a few years.
In reality, Twitter and other social media sites allow us to show more of our personalities than we might on the air or in a blog post.
BUT, though the words may be on "personal" Twitter or Facebook accounts, what we say can reflect on NPR and raise questions about our ability to be objective.
Matt Thompson offers a test. Before posting something about your work or a news event or an issue, even if you're putting it on what you think of as a personal page, ask this question: "Is it helping my journalism, or is it hurting my journalism?"
Here's a bit more from the Ethics Handbook:
"We acknowledge that nothing on the Web is truly private. Even on purely recreational or cultural sites and even if what we're doing is personal and not identified as coming from someone at NPR, we understand that what we say and do could still reflect on NPR. So we do nothing that could undermine our credibility with the public, damage NPR's standing as an impartial source of news, or otherwise jeopardize NPR's reputation. In other words, we don't behave any differently than we would in any public setting or on an NPR broadcast."
Also, despite what many say, retweets should be viewed AS endorsements. Again, from the handbook:
"Tweet and retweet as if what you're saying or passing along is information that you would put on the air or in a ‘traditional' NPR.org news story. If it needs context, attribution, clarification or ‘knocking down,' provide it."
The email provides sound advice for people representing the organization, perhaps even when they're not representing the organization.
Discussion Starters:
- PR Daily asks readers good questions for business communication students: "Do tweets, even from personal accounts, reflect on employers? Do retweets equal endorsements?"
- @NPR is another Twitter handle, but there are no tweets about this incident. Should the account holder have written something? If so, what?
Nadella's Email to Microsoft Employees
The beginning of a new fiscal year inspired Microsoft's new CEO Satya Nadella to send a 3,187-word email to employees about the company's future. (Thanks for counting, Business Insider!)
The email includes a mix of jargon and simple language. You'll see the typical verbs: reinvent, empower, deploy, maximize, thrive, and of course, digitize (What would Microsoft be otherwise?).
"Developers and partners will thrive by creatively extending Microsoft experiences for every individual and business on the planet." Whatever that means...
Discussion Starters:
- What key messages do you take from the email?
- The email is long. Do you think employees will read it? Why or why not?
- Who are the primary and secondary audiences? What are the objectives?
- What advice do you have for Nadella as a writer?
#WorldCup Twitter Records
Forget the games, the real World Cup action is on Twitter, where 580,000 tweets traveled per minute during Germany's fifth goal against Brazil. #BRAvGER was the most popular hashtag, and #WorldCup had been consistently trending.
The game also was the most highly tweeted in sports history, with 35.6 million tweets-significantly more than the Super Bowl's 24.9 million. A heat map shows Twitter traffic around the world during the game.
Twitter activity had its consequences. Rumors about riots in Brazil had some traction, and I wonder whether all of the negative posts hurt an already depressed nation. Here's a sampling:
- Russell Brand (@Rusty Rockets): "It's gone from might win the World Cup to maybe we should get other jobs. It's like watching an accident."
- Brick Tamland (@BrickCh4News): "Brazil, where'd you learn to play defense? At the toilet store?"
- Rob Burnett (@RobBurnett): "Yeah but they're *really* good at singing their anthem."
I tried to encourage more positive tweets and did get a response from the Ministry of Tourism.
Discussion Starters:
- What, if anything, is the significance of this news? How do numbers of tweets compare to, say, TV viewers?
- What is @VisitBrasil saying in its response tweet? What's your view of how the organization handled the #BeautifulBrazil tweet?
Another Case for Direct Bad-News Messages
The 9th edition of the book challenges the traditional advice of presenting bad-news using the indirect organizational style. In an HRB blog post, "How to Start a Conversation You're Dreading," Peter Bregman offers examples of when beating around the bush doesn't work.
A performance issue with someone got out of hand because he delayed speaking with her about it. Then, the news took so long during a conversation that she had to break it herself. In another example, a CEO's long introduction to bad news was called a "complete waste of time."
We avoid giving bad news because we aren't good at it and because we're worried about the other person's reactions. But the other's reactions are likely worse when we aren't direct.
Jamie Dimon's letter about his cancer has the news right up front: "I wanted to let you know that I have just been diagnosed with throat cancer."
Discussion Starters:
- How do you feel about giving bad news? If you tend to delay it, why?
- Think about a time when you received bad news or negative feedback.
Google Intercepted a Goldman Email
A Goldman Sachs contractor accidentally sent a confidential email to a Gmail address instead of the "GS.com" domain. Unlike most of us who have mistyped an address (and who hasn't), the contractor, client, and company will suffer no humiliation.
Goldman asked Google to intercept the email. The appeal to Google was simply that it's an easy action for Google to take compared to the potential damage of the client's data being revealed. (I'm nosy: Who's the client, and just how much are we talking about?)
Google complied with the court order, and it's a happy ending, sort-of. Critics say Goldman's legal machine made this happen, and some wonder whether we could see a legal precedent, but this is unlikely because Google didn't fight the request, so there's no court decision to ponder.
Discussion Starters:
- Did Google do the right thing? What are the potential pros and cons of the company's decision to comply with Goldman's request?
- What are the potential implications of this situation?