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Posts Tagged ‘CEOS’

RESTORING TRUST IN THE TREASURY – PART TWO (END)

In Business, Politics, Social commentary on January 11, 2013 at 12:10 am

All those who have written upon civil institutions demonstrate…that whoever desires to found a state and give it laws, must start with assuming that all men are bad and ever ready to display their vicious nature, whenever they may find occasion for it. 

If their evil disposition remains concealed for a time, it must be attributed to some unknown reason; and we must assume that it lacked occasion to show itself.  But time, which has been said to be the father of all truth, does not fail to bring it to light.

–Niccolo Machiavelli, The Discourses

The Treasury Department fears that widespread public anger at some of its major economic programs–such as the bank bailout–will deter government officials from intervening in future crises.

As a result, the Treasury Department hopes to regain the public’s trust by issuing a series of economic charts.

Unfortunately, the Treasury’s chart-topping effort will go for nothing.

Emotionally-charged matters–such as child molestation or government bailouts to the rich–don’t lend themselves to “appeals to reason.”

But a different approach might well salvage some public faith in the Treasury Department’s judgment: Greed-test CEOs for future government loans.

After all, drug-testing welfare recipients has become the new mantra for Republicans.

Some bills have even targeted people who seek unemployment insurance and food stamps, despite scanty evidence that the poor and jobless are disproportionately on drugs.

The concept of background screening is actually sound. But Republicans are aiming it at the wrong end of the economic spectrum.

Since 2008, the government has handed out billions of dollars in bailouts to CEOs of the wealthiest corporations in the country.

The reason: To rescue the economy from the calamity produced by the criminal greed and recklessness of those same corporations.

In 2008, Alan Greenspan, the former chairman of the Federal Reserve, testified before Congress about the origins of the Wall Street “meltdown.”

He admitted that he was “shocked” at the breakdown in U.S. credit markets and said he was “partially” wrong to resist regulation of some securities.

“Those of us who have looked to the self-interest of lending institutions to protect shareholder’s equity–myself especially–are in a state of shocked disbelief,” said Greenspan, who had ruled the Fed from 1987 to 2006.

As a disciple of the right-wing philosopher, Ayan Rand, Greenspan had fiercely held to her belief that “The Market” was a divine institution. As such, “it” alone knew what was best for the nation’s economic prosperity.

“Enlightened self-interest,” he believed, would guarantee that those who dedicated their lives to making money would not allow mere greed to steer them–and the country–into disaster.

As he saw it, any attempt to regulate greed-based appetites could only harm that divine institution: The Market.

Greenspan was proved wrong. And the nation will be literally paying for such misguided confidence in profit-addicted men for decades to come.

So if Republicans want to protect the “poor, oppressed taxpayer,” they should demand background investigations for those whose addiction truly threatens the economic future of this country.

That means the men (and occasionally women) who run the nation’s most important financial institutions, such as banks, insurance and mortgage companies.

Thus, in the future, all CEOs–and their topmost executives–of financial institutions seeking Federal bailouts should be required to:

  • Undergo “full field investigations” by the FBI and IRS.
  • Submit full financial disclosure forms concerning not only themselves but all members of their immediate families.
  • Be subject to Federal prosecution for perjury if they provide false information or conceal evidence of criminal violations.
  • Periodically submit themselves for additional background investigation.
  • Be subject to arrest, indictment and prosecution if the background investigation turns up evidence of criminal activity.

In addition:

  • If a bailout-seeking financial institution refuses to comply with these criteria, it should be refused the loan.
  • If a CEO and/or other top officials are judged ineligible for a loan, the company should be asked to replace those executives with others who might qualify.
  • Those alternative executives should be subject to the same background investigation requirements as just outlined.
  • If the institution refuses to replace those executives found ineligible, the Government should refuse the loan.
  • If the Government is forced to take over a troubled financial institution, its CEO and top executives should be replaced with applicants who have passed the required security screening.

The United States has a long and embarrassing history of worshipping wealth for its own sake. Part of this can be traced to the old Calvinistic doctrine that wealth is a proof of salvation, since it shows evidence of God’s favor.

Another reason for this worship of mammon is the belief that someone who is wealthy is automatically endowed with wisdom and integrity.

By that criteria, the capos of the Mafia must be presumed to be saints and geniuses.

Following these beliefs to their ultimate conclusion will transform the United States into a plutocracy–a government of the wealthy, by the wealthy, for the wealthy.

Every day we see fresh evidence of the destruction wrought by the unchecked greed of wealthy, powerful men.

When they–and their paid shills in Congress–demand, “De-regulate business,” it’s essential to remember what they really mean.

It means: “Let criminals be criminals.”

RESTORING TRUST IN THE TREASURY – PART ONE (OF TWO)

In Business, Politics, Social commentary on January 10, 2013 at 12:10 am

The Treasury Department fears that widespread public anger at some of its major economic programs–such as the bank bailout–will deter government officials from intervening in future crises.

The public has fused the $700 billion Wall Street bailout with the $787 billion stimulus–and had fiercely attacked the latter.

As a result, the Treasury Department hopes to regain the public’s trust by issuing a series of economic charts.

The new Treasury charts are intended to underscore:

  • the severity of the economic dip;
  • the recovery has been happening faster than many people realize;
  • the lower-than-expected costs of the financial stability programs; and
  • the country has a long way to go to recover from the recession.

Alas, the Treasury’s chart-topping effort will go for nothing.

Emotionally-charged matters–such as child molestation or government bailouts to the rich–don’t lend themselves to appeals to reason.

It was the Wall Street bailout that ignited the Tea Party movement.  And Tea Partiers won’t stop demanding the firing of Treasury Secretary Timothy Geithner just because his agency draws up a few pie-charts.

Yet the Treaasury Department might yet salvage at least some part of the public trust.

The solution: Greed-testing for CEO’s.

Throughout 2012r Republican lawmakers pursued welfare drug-testing in Congress and more than 30 states.

Some bills even targeted people who claim unemployment insurance and food stamps, despite scanty evidence the poor and jobless are disproportionately on drugs.

The concept of background screening is actually sound.  But Republicans are aiming it at the wrong end of the economic spectrum.

Since 2008, the government has handed out billions of dollars in bailouts to the wealthiest corporations in the country.

The reason: To rescue the economy from the calamity produced by the criminal greed and recklessness of those same corporations.

For example:

  • The Troubled Asset Relief Program (TARP) has invested $118.5 billion in restoring liquidity to the financial markets.
  • Federal Reserve rescue efforts: $1.5 trillion invested.
  • Federal stimulus programs designed to save or create jobs and jumpstart the economy from recession. $577.8 billion invested.
  • American International Group: Multifaceted bailout to help insurers through restructuring, minimize the need to post collateral and get rid of toxic assets. $127.4 billion invested.
  • FDIC bank takeovers: Cost to FDIC fund that insures losses depositors suffer when a bank fails. $45.4 billion billion invested.
  • Other financial initiatives designed to rescue the financial sector. $366.4 billion invested.
  • Other housing initiatives designed to rescue the housing market and prevent foreclosures. $130.6 billion invested.

Total of federal monies invested: $3 trillion.

It’s important to note that these figures–supplied by the Federal Reserve, Treasury Department, Federal Deposit Insurance Corporation, Congressional Budget Ooffice and the White House–date from November 16, 2009.

And it’s equally important to remember that welfare recipients did not

  • hold CEO positions at any of the banks so far bailed out;
  • run such insurance companies as American International Group (AIG);
  • administer the Federal Home Loan Mortgage Corporation, known as Freddie Mac;
  • command the Federal National Mortgage Association, known as Fannie Mae.

The 2010 documentary “Inside Job” chronicles the events leading to the 2008 global financial crisis. One of its most insightful moments occurs at a party held by then-Treasury Secretary Henry Paulson.

“We can’t control our greed,” the CEO of a large bank admits to his fellow guests.

“You should regulate us more.”

Greed is defined as an excessive desire for wealth or goods. At its worst, greed trumps rationality, judgment and concern about the damage it may cause.

Greed begins in the neurochemistry of the brain. A neurotransmitter called dopamine fuels our greed. The higher the dopamine levels in the brain, the greater the pleasure we experience.

Cocaine, for example, directly increases dopamine levels. So does money.

Harvard researcher Hans Breiter has found, via magnetic resonance imaging studies, that the craving for money activates the same regions of the brain as the lust for sex, cocaine or any other pleasure-inducer.

Dopamine is most reliably activated by an experience we haven’t had before. We crave recreating that experience.

But snorting the same amount of cocaine, or earning the same sum of money, does not cause dopamine levels to increase. So the pleasure-seeker must increase the amount of stimuli to keep enjoying the euphoria.

In time, this incessant craving for pleasure becomes an addiction. And feeding that addiction–with ever more money–becomes the overriding goal.

Thus, the infamous line–”Greed is good”–in the 1987 film, “Wall Street,” turns out to be both false and deadly for all concerned.

But the situation need not remain this way.

RESTORING TRUST IN THE TREASURY – PART TWO (END)

In Bureaucracy, Business, Law, Politics, Social commentary on April 17, 2012 at 12:00 am

The Treasury Department fears that widespread public anger at some of its major economic programs–such as the bank bailout–will deter government officials from intervening in future crises.

So warned an April 13 story in the Huffington Post under the headline: “Treasury Tries to Bail Out Public Image of Bailout.”

As a result, the Treasury Department hopes to regain the public’s trust by issuing a series of economic charts.

Unfortunately, the Treasury’s chart-topping effort will go for nothing.

Emotionally-charged matters–such as child molestation or government bailouts to the rich–don’t lend themselves to “appeals to reason.”

But a different approach might well salvage some public faith in the Treasury Department’s judgment: Greed-test CEOs for future government loans.

After all, drug-testing welfare recipients has become the new mantra for Republicans.

Some bills have even targeted people who seek unemployment insurance and food stamps, despite scanty evidence that the poor and jobless are disproportionately on drugs.

The concept of background screening is actually sound. But Republicans are aiming it at the wrong end of the economic spectrum.

Since 2008, the government has handed out billions of dollars in bailouts to CEOs of the wealthiest corporations in the country.

The reason: To rescue the economy from the calamity produced by the criminal greed and recklessness of those same corporations.

In 2008, Alan Greenspan, the former chairman of the Federal Reserve, testified before Congress about the origins of the Wall Street “meltdown.”

He admitted that he was “shocked” at the breakdown in U.S. credit markets and said he was “partially” wrong to resist regulation of some securities.

“Those of us who have looked to the self-interest of lending institutions to protect shareholder’s equity–myself especially–are in a state of shocked disbelief,” said Greenspan, who had ruled the Fed from 1987 to 2006.

As a disciple of the right-wing philosopher, Ayan Rand, Greenspan had fiercely held to her belief that “The Market” was a divine institution. As such, “it” alone knew what was best for the nation’s economic prosperity.

“Enlightened self-interest,” he believed, would guarantee that those who dedicated their lives to making money would not allow mere greed to steer them–and the country–into disaster.

As he saw it, any attempt to regulate greed-based appetites could only harm that divine institution.

Greenspan proved wrong. And the nation will be literally paying for such misguided confidence in profit-addicted men for decades to come.

So if Republicans want to protect the “poor, oppressed taxpayer,” they should demand background investigations for those whose addiction truly threatens the economic future of this country.

That is–the men (and occasionally women) who run the nation’s most important financial institutions, such as banks, insurance and mortgage companies.

Thus, in the future, all CEOs–and their topmost executives–of financial institutions seeking Federal bailouts should be required to:

  • Undergo “full field investigations” by the FBI and IRS.
  • Submit full financial disclosure forms concerning not only themselves but all members of their immediate families.
  • Be subject to Federal prosecution for perjury if they provide false information or conceal evidence of criminal violations.
  • Periodically submit themselves for additional background investigation.
  • Be subject to arrest, indictment and prosecution if the background investigation turns up evidence of criminal activity.

In addition:

  • If a bailout-seeking financial institution refuses to comply with these criteria, it should be refused the loan.
  • If a CEO and/or other top officials are judged ineligible for a loan, the company should be asked to replace those executives with others who might qualify.
  • Those alternative executives should be subject to the same background investigation requirements as just outlined.
  • If the institution refuses to replace those executives found ineligible, the Government should refuse the loan.
  • If the Government is forced to take over a troubled financial institution, its CEO and top executives should be replaced with applicants who have passed the required security screening.

The United States has a long and embarrassing history in worshipping wealth for its own sake. Part of this can be traced to the old Calvinistic doctrine that wealth is a proof of salvation, since it shows evidence of God’s favor.

Another reason for this worship of mammon is the belief that someone who is wealthy is automatically endowed with wisdom and integrity.

Following these beliefs to their ultimate conclusion will transform the United States into a plutocracy–a government of the wealthy, by the wealthy, for the wealthy.

Every day we see fresh evidence of the destruction wrought by the unchecked greed of wealthy, powerful men.

When they–and their paid shills in Congress–demand, “De-regulate business,” it’s essential to remember what this really means.

It means: “Let criminals be criminals.”

RESTORING TRUST IN THE TREASURY – PART ONE (OF TWO)

In Bureaucracy, History, Politics, Social commentary on April 16, 2012 at 12:00 am

The Treasury Department fears that widespread public anger at some of its major economic programs–such as the bank bailout–will deter government officials from intervening in future crises.

So warned an April 13 story in the Huffington Post under the headline: “Treasury Tries to Bail Out Public Image of Bailout.”

The story noted that the public had fused the $700 billion Wall Street bailout with the $787 billion stimulus–and had fiercely attacked the latter.

As a result, the Treasury Department hopes to regain the public’s trust by issuing a series of economic charts.

The story continuued:

“The new Treasury charts are intended to underscore the severity of the economic dip, the fact that the recovery has been happening faster than many people realize, the lower-than-expected costs of the financial stability programs, and the long way the country has to go as it still lives in the shadow of the recession.”

Unfortunately, the Treasury’s chart-topping effort will go for nothing.

Emotionally-charged matters–such as child molestation or government bailouts to the rich–don’t lend themselves to ”appeals to reason.”

It was the Wall Street bailout that ignited the Tea Party movement.  And Tea Partiers won’t stop demanding the firing of Treasury Secretary Timothy Geithner just because his agency draws up a few pie-charts.

Yet the Treaasury Department might yet salvage at least some part of the public trust.

The solution: Greed-testing for CEO’s.

Throughout the past year Republican lawmakers have pursued welfare drug-testing in Congress and more than 30 states.

Some bills have even targeted people who claim unemployment insurance and food stamps, despite scanty evidence the poor and jobless are disproportionately on drugs.

The concept of background screening is actually sound. But Republicans are aiming it at the wrong end of the economic spectrum.

Since 2008, the government has handed out billions of dollars in bailouts to the wealthiest corporations in the country.

The reason: To rescue the economy from the calamity produced by the criminal greed and recklessness of those same corporations.

For example:

  • The Troubled Asset Relief Program (TARP) has invested $118.5 billion in restoring liquidity to the financial markets.
  • Federal Reserve rescue efforts: $1.5 trillion invested.
  • Federal stimulus programs designed to save or create jobs and jumpstart the economy from recession. $577.8 billion invested.
  • American International Group: Multifaceted bailout to help insurers through restructuring, minimize the need to post collateral and get rid of toxic assets. $127.4 billion invested.
  • FDIC bank takeovers: Cost to FDIC fund that insures losses depositors suffer when a bank fails. $45.4 billion billion invested.
  • Other financial initiatives designed to rescue the financial sector. $366.4 billion invested.
  • Other housing initiatives designed to rescue the housing market and prevent foreclosures. $130.6 billion invested.

Total of federal monies invested: $3 trillion.

It’s important to note that these figures–supplied by the Federal Reserve, Treasury Department, Federal Deposit Insurance Corporation, Congressional Budget Ooffice and the White House–date from November 16, 2009.

And it’s equally important to remember that welfare recipients did not

  • hold CEO positions at any of the banks so far bailed out;
  • run such insurance companies as American International Group (AIG);
  • administer the Federal Home Loan Mortgage Corporation, known as Freddie Mac;
  • command the Federal National Mortgage Association, known as Fannie Mae.

The 2010 documentary “Inside Job” chronicles the events leading to the 2008 global financial crisis. One of its most insightful moments occurs at a party held by then-Treasury Secretary Henry Paulson.

“We can’t control our greed,” the CEO of a large bank admits to his fellow guests.

“You should regulate us more.”

Greed is defined as an excessive desire for wealth or goods. At its worst, greed trumps rationality, judgment and concern about the damage it may cause.

Greed begins in the neurochemistry of the brain. A neurotransmitter called dopamine fuels our greed. The higher the dopamine levels in the brain, the greater the pleasure we experience.

Cocaine, for example, directly increases dopamine levels. So does money.

Harvard researcher Hans Breiter has found, via magnetic resonance imaging studies, that the craving for money activates the same regions of the brain as the lust for sex, cocaine or any other pleasure-inducer.

Dopamine is most reliably activated by an experience we haven’t had before. We crave recreating that experience.

But snorting the same amount of cocaine, or earning the same sum of money, does not cause dopamine levels to increase. So the pleasure-seeker must increase the amount of stimuli to keep enjoying the euphoria.

In time, this incessant craving for pleasure becomes an addiction. And feeding that addiction–with ever more money–becomes the overriding goal.

Thus, the infamous line–”Greed is good”–in the 1987 film, “Wall Street,” turns out to be both false and deadly for all concerned.

But the situation need not remain this way.

GREED-TESTING FOR CEOS – PART TWO (END)

In Business, History, Law Enforcement, Politics on February 15, 2012 at 12:07 am

Drug-testing welfare recipients has become the new mantra for Republicans.

Some bills have even targeted people who seek unemployment insurance and food stamps, despite scanty evidence that the poor and jobless are disproportionately on drugs.

But no matter.  The “cause” meets several needs for the right-wingers who support it:

  • It gives them a new “devil” to rally their constituents against.
  • It creates yet another divisive “wedge-issue” for election-time.
  • It diverts attention from legitimate problems facing the country–such as a tax-code that forces the poor and middle-class to pay higher taxes than the ultra-rich. 

Republicans claim they want to drug-test welfare recipients for two reasons:

  1. They want to “help” the poor by making sure they’re not messing up their lives with illegal drugs.
  2. They want to protect the “poor, oppressed taxpayer” from “unworthy” welfare recipients.

The concept of background screening is actually sound.  But Republicans are aiming it at the wrong end of the economic spectrum.

Since 2008, the government has handed out billions of dollars in bailouts to the wealthiest corporations in the country.  The reason: To rescue the economy from the calamity produced by the criminal greed and recklessness of those same corporations.

Harvard researcher Hans Breiter has found, via magnetic resonance imaging studies, that the craving for money activates the same regions of the brain as does the lust for sex, cocaine or any other pleasure-inducer.

And unless this craving is reigned in by external controls–such as ever-vigilant regulation–its addictive nature will leave catastrophe in its wake.

In 2008, Alan Greenspan, the former chairman of the Federal Reserve, testified before Congress about the origins of the Wall Street “meltdown.”  He admitted that he was “shocked” at the breakdown in U.S. credit markets and said he was “partially” wrong to resist regulation of some securities.

“Those of us who have looked to the self-interest of lending institutions to protect shareholder’s equity–myself especially–are in a state of shocked disbelief,” said Greenspan, who had ruled the Fed from 1987 to 2006.

As a disciple of the right-wing philosopher, Ayan Rand, Greenspan had fiercely held to her belief that “The Market” was a divine institution.  As such, “it” alone knew what was best for the nation’s economic prosperity.

“Enlightened self-interest,” he believed, would guarantee that those who dedicated their lives to making money would not allow mere greed to steer them–and the country–into disaster.

As he saw it, any attempt to regulate greed-based appetites could only harm that divine institution.

Greenspan proved wrong.  And the nation will be literally paying for such misguided confidence in profit-addicted men for decades to come.

So if Republicans want to protect the “poor, oppressed taxpayer,” they should demand background investigations for those whose addiction truly threatens the economic future of this country.

That is–the men (and occasionally women) who run the nation’s most important financial institutions, such as banks, insurance and mortgage companies.

Thus, in the future, all CEOs–and their topmost executives–of financial institutions seeking Federal bailouts should be required to:

  • Undergo “full field investigations” by the FBI and IRS.
  • Submit full financial disclosure forms concerning not only themselves but all members of their immediate families.
  • Be subject to Federal prosecution for perjury if they provide false information or conceal evidence of criminal violations.
  • Periodically submit themselves for additional background investigation. 
  • Be subject to arrest, indictment and prosecution if the background investigation turns up evidence of criminal activity.

In addition:

  • If a bailout-seeking financial institution refuses to comply with these criteria, it should be refused the loan.
  • If a CEO and/or other top officials are judged ineligible for a loan, the company should be asked to replace those executives with others who might qualify.
  • Those alternative executives should be subject to the same background investigation requirements as just outlined.
  • If the institution refuses to replace those executives found ineligible, the Government should refuse the loan.
  • If the Government is forced to take over a troubled financial institution, its CEO and top executives should be replaced with applicants who have passed the required security screening.

The United States has a long and embarrassing history in worshipping wealth for its own sake.  Part of this can be traced to the old Calvinistic doctrine that wealth is a proof of salvation, since it shows evidence of God’s favor.

Another reason for this worship of mammon is the belief that someone who is wealthy is automatically endowed with wisdom and integrity.

Following these beliefs to their ultimate conclusion will transform the United States into a plutocracy–a government of the wealthy, by the wealthy, for the wealthy.

Every day we see fresh evidence of the destruction wrought by the unchecked greed of wealthy, powerful men.

When they–and their bought-off shills in Congress–demand, “De-regulate business,” it’s essential to remember what this really means.

It means: “Let criminals be criminals.”

YOUR CALL IS VERY IMPORTANT TO US–PART TWO

In Bureaucracy, Self-Help, Social commentary on May 27, 2010 at 10:35 pm

So you’ve spent the last half-hour or more on the phone, listening to one recorded message after another (and probably a symphony of bad music). And you’re no closer to solving the problem that caused you to phone the company/agency in the first place.

What to do?

(1) Go on the Net and look up the company’s/agency’s website. Look for links to their Board of Directors. Often enough you’ll get not only their names but their bios, phone numbers and even email addresses. A good place to start looking is at the bottom of the website page. Many companies/agencies put this information there–and usually in small print.

(2) Look for the names of officials who can help you. That means the ones at the top–or at least high enough so you can be sure that whoever responds to your call/letter/email has the necessary clout to address your problem.

(3) If you call, don’t ask to speak directly with Mr. Big–that’s not going to happen. Ask to speak with Mr. Big’s secretary, who is far more accessible.

(4) Keep your tone civil, and try to make your call as brief as possible. Don’t go into a lot of background about all the problems you’ve been having getting through to someone. Just tell her (yes, it’s usually a woman) the gist and ask her to refer you to someone who can help resolve your problem.

(5) If she says she needs more time to study the problem before referring you to someone else, be patient. Answer any questions she asks–such as your name, address, phone number and/or email.

(6) Tell her–specifically-what you want the company to do to resolve your problem. If you want a refund or repairs for your product, say so. Too many consumers don’t specify what they want the company to do–they’re so caught up in their rage and frustration that this completely escapes them.

(7) But be reasonable. If you want a refund, then don’t ask for more money than you paid for the product. If you want to return a product for an exchange, don’t expect the company to give you a new one with even more bells and whistles–unless you’re willing to pay the difference in price. If you want an agency to investigate your complaint, don’t expect them to drop everything else and do so instantly. Give them time to assess your information and that supplied by others.

(8) Remember that it’s usually possible to get one agency to sit on another–if you can make a convincing case that it’s in that secondary agency’s best interests to do so. For example, if you’ve been roughed up by local police for no good reason, you can file a complaint with that department–and you can ask the FBI and U.S. Attorney’s Office (federal prosecutor) to investigate. That doesn’t guarantee they will. But if you can show that the cops have violated several Federal civil rights laws, the odds are that someone will take a serious look at your complaint.

(9) If a company/agency official has acted so outrageously that the company/agency might now be held liable for his actions, don’t be afraid to say so. But don’t threaten to sue–just point out that the employee has acted in such a way as to befoul the company’s/agency’s reputation for integrity/efficiency and that the organization is not well-served by such behavior. Whoever reads your letter/email will instantly realize the legal implications of what you’re saying–and, in most cases, will take quick action to head off a lawsuit by trying to satisfy your request. The foremost priority of every bureaucracy is to ensure its own survival.

(10) Give the CEO’s secretary at least one to two days to get back to you. Remember: Resolving your problem isn’t the only task she needs to complete.

If you’re writing the CEO, make sure you use his full name and title–and that you spell both correctly. People don’t get to be CEOs without a huge sense of ego. Nothing will turn him off faster than your failing to get his name and title exactly right.

As in the case with his secretary, be brief–no more than a page and a half. Outline the problem you’re having and at least some (though not necessarily all) of the steps you’re taken to get it resolved. Then state what you want the company to do. Again, be fair and reasonable.

YOUR CALL IS VERY IMPORTANT TO US

In Bureaucracy, Social commentary on May 27, 2010 at 9:55 pm

How many times have you called a government agency or company and instantly found yourself put on hold?

As if that weren’t bad enough, you usually wind up serenaded by recorded music that would be totally forgettable if it weren’t so unforgivably irritating. And every 30 seconds or so a recorded voice comes on to assure you: “Your call is very important to us.”

Have you ever wondered: “If my call is so important to you, why aren’t you answering it?”

The truth is that most companies and government agencies don’t want their employees speaking with the customers who make their existence a reality. To have you get your questions answered by another human being requires the company/agency to hire and assign people to do just that.

Most hiring managers don’t want to hire any more people than they absolutely have to. They want to siphon off as much of the company’s profits for themselves as possible. And assigning people to answer customers’ calls means that many of those calls will take time to answer, because some problems can’t be solved in a matter of seconds. To a bean-counting executive, time is money.

Even government agencies like police departments don’t want to spend any more time than necessary taking the calls of those who need to reach them. Even calls to 911 can wind up with you talking to no one, with only a recorded message telling you to hang on until someone comes on to speak with you.

That’s why so many bureaucracies make certain that when you call for help, the first–and sometimes the only–response you get is a recorded message telling you to visit the company’s or agency’s website.

This assumes, of course, that you have a computer–and that, if you do, you also have Internet access. If you don’t have a computer, or you have a computer but don’t have Internet access, or you do have Internet access but the service is down, you’re flat out of luck.

And the agency/company couldn’t care less.

But it need not be this way. Companies and agencies can treat their customers with respect for their time and need for help.

That’s why companies that genuinely seek to address the questions and concerns of their customers reap strong customer loyalty–and the profits that go with it. One of these is LG, which produces mobile phones, TVs, audio/video appliances and computer products.

LG actually offers an 800 Customer Care number that’s good 24-hours a day. Its call center is staffed with friendly, knowledgeable people who are willing to take the time to answer customer questions and guide them through the steps of setting up the appliances they’ve bought.

Such an approach to customer service is not new–just rare these days. In his 1970 bestselling primer on business management, Up the Organization, Robert Townsend offered the following advice to company CEOs: “Call yourself up.”

“When you’re off on a business trip or a vacation,” writes Townsend, “pretend you’re a customer. Telephone some part of your organization and ask for help. You’ll run into real horror shows. Don’t blow up and ask for name, rank and serial number–you’re trying to correct, not punish. Just suggest to the manager (through channels, dummy) that he make a few test calls himself.”

So how do you cope with agencies/companies that don’t care enough to help their customers?

I’ll address that in my next column.

THE CEO AS SAVIOR

In Bureaucracy, Politics, Social commentary on March 22, 2010 at 10:08 pm

Americans keep falling in love with CEOs and expecting them to deliver salvation as well as effective government.

In 1992, Ross Perot, former CEO of Electronic Data Systems (EDS), propelled hmself toward the Presidency. Although armed with a $3 billion campaign chest, he didn’t win.

But he got 10 million votes—and that was enough to endear him to Congress. In early 1993, just before Bill Clinton—the winner of the election—was inaugurated, Perot visited Washington, D.C. Congressmen couldn’t swoon enough over him. Clearly, many of these vote-hungry politicians hoped to cash in on Perot’s magic with a certain segment of voters.

In 2008, another former CEO set his sights on the White House: Mitt Romney. Romney. who had headed Bain & Company, tried to buy his way to the White House but lost out to John McCain (who, in turn, lost out to Barack Obama).

And now, running for Governor of California, there’s yet another CEO who’s “ready to lead”: Meg Whitman, former president of eBay.

What’s going on here?

For starters: Far too many Americans equate the amassing of large sums of money with Heavenly blessings: “If Ross Perot has amassed a $3 billion fortune for himself, surely that means he’s God’s favorite.” This is a throwback to the early Puritan heritage that still dominates so much of the thinking of this country.

By that standard, we should be canonizing the heads of the five most powerful Mafia “families” in the country.

Another reason so many Americans embrace CEOs is that they don’t understand why so many men (and a smattering of women) strive to reach that position. For many—if not most—of these people, “CEO” means something more than Chief Executive Officer. What it really means is: Corrupt Egotistical Oligarch.

Millions of Americans actually believe that people lie and slash their way to the top of mega-corporations so they can spend the rest of their lives as Mother Theresa. Some CEOs do, in fact, have an idealistic agenda for doing right. But, for the vast majority of them, the struggle for power and wealth is what it has always been: The struggle for power and wealth.

That’s why so many millions of Americans were actually surprised to find, when the economy collapsed in September, 2008, that what lay behind it was the unchecked arrogance of so many CEOs, whose offficial motto should have been: “Greed is not enough.”

And now Mitt Romney’s gearing up for another run at the White House. He’s just launched (that is, had ghostwritten) his latest effort to keep him in the limelight until 2012: No Apology: The Case for American Greatness.

Americans take a schizophrenic view of their politicians. On one hand, they fiercely attack those whom they believe are on the payroll of “special interests.” On the other hand, they have filled Congress and even the White House with millionaires who come from those same privileged centers.

This is one of the reasons why American politics remain so dangerously gridlocked.

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