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YOUR CALL IS VERY IMPORTANT TO US: PART TWO (END)

In Bureaucracy, Business, Self-Help on November 6, 2013 at 12:56 am

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 Internet 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.
  2. Start looking at the bottom of the website page.  Many companies/agencies put this information there–and usually in small print.
  3. 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.
  4. 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.
  5. 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.
  6. Give the gist and ask for a referral to someone who can help resolve your problem.
  7. If the secretary needs more time to study the problem before referring you to someone else, be patient.  Answer any questions asked–such as your name, address, phone number and/or email.
  8. State–specifically–what you want the company to do to resolve your problem.  If you want a refund or repairs for your product, say so.
  9. 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. 
  10. 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.
  11. 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.
  12. 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.  If you’ve been roughed up by local police for no good reason, you can file a complaint with that department–-and the FBI and U.S. Attorney’s Office (federal prosecutor) to investigate.
  13. That doesn’t guarantee they will resolve your problem.  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.
  14. 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 jeopardize the company’s/agency’s reputation for integrity/efficiency and that the organization is not well-served by such behavior.
  15. 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.
  16. 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.
  17. 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.
  18. 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.
  19. Then state what you want the company to do.  Again, be fair and reasonable.

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YOUR CALL IS VERY IMPORTANT TO US: PART ONE (OF TWO)

In Bureaucracy, Business, Self-Help on November 5, 2013 at 1:15 am

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

To add insult to injury, 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.

Having your questions answered by another human being requires the company/agency to assign–and pay–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 leave you talking to no one, with only a recorded message telling you to wait until someone deigns to speak with you.

That’s why many bureaucracies arrange that when you call for help, you’re fobbed off with a recorded message telling you to visit the company’s or agency’s website.

This assumes, of course, that

  1. You have a computer; and
  2. 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.

Another company that dares to have human beings stand behind its products–and explain how to use them–is The Sharper Image.

Recently, Dave, a friend of mine, bought an electronic alarm clock that allows you to wake up to a variety of exotic souds–such as a thunderstorm, the seashore, chirping birds or foghorns.

A brochure on how to set the alarm and sounds came with the clock, but Dave couldn’t make sense of it.  Luckily, there was an 800 number given in the brochure for those who needed to be walked through the necessary steps.

Dave called The Sharper Image and quickly found himself connected with a friendly and knowledgeable customer care rep.  She clearly and patiently explained what he needed to do to choose which sounds he wanted to awaken to.

And then she just as patiently repeated that list of steps while he quickly typed them up for future use if he forgot what to do.

Such an approach to customer service is not new–just extremely 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.

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REAL COPS AREN’T TV COPS: PART TWO (END)

In Bureaucracy, Law Enforcement, Self-Help on October 18, 2013 at 2:15 am

Bill was visiting Daly City when he got threatening call from a stranger.

A resident of San Francisco, he filed a complaint with his local police station as soon as he returned to the city.

But then an Inspector named Jones told him: “You need to also file a report with the Daly City Police Department.  Otherwise, we can’t help you.”

So Bill called the Daly City police–and was quickly told he didn’t need to file a report, since he had already filed one with the San Francisco Police Ddepartment (SFPD)

Angered, Bill decided to make a complaint. He dialed the main number and said, “Chief’s office, please.”

Bill didn’t expect to speak with the chief, Greg Suhr.  Speaking with one of Surh’s aides would be enough.

Police departments are quasi-military organizations, where hierarchy counts for everything.

A sergeant-secretary answered the phone.  Bill outlined what had happened–and didn’t hide his anger at having been blackmailed at a time when he most needed help.

The Chief’s secretary was sympathetic, took Bill’s number, and promised to get back to him soon.  A few minutes later, he called back.

The secretary said he had spoken with Inspector Jones, who had tried to trace the phone number of the person who had threatened him.  But that hadn’t been possible.

The number went to a Google phone exchange, which could be used by callers who didn’t want to reveal their actual number.

The next time Bill spoke with the Inspector, he detected a more helpful attitude.  Still, no one in the SFPD offered Bill any advice on how to deal with an unprecedented situation.

Bill again visited a local police station.  He  brought a detailed, written account of who he suspected might be responsible for the threat.

Inspector Jones accepted it.  Bill asked what would happen next.

Jones said he would forward Bill’s report to the District Attorney’s office.  They would then decide whether to prosecute.

Bill continues to remain uncertain–of the danger he faces, of what police and prosecutors might do on his behalf.  He remains alert whenever he goes out, but that’s all he can do.

Unlike celebrities, he can’t afford bodyguards.  Unlike public officials, he can’t count on round-the-clock police protection.

When dealing with police, it’s best to remember the following:

Above everyone else, police look out for each other.

Robert Daley, a police reporter for the New York Times, spent one year as a deputy police commissioner.  He bluntly revealed this truth in his 1971 bestseller, Target Blue: An Insider’s View of the N.Y.P.D.:

“In effect, the citizen who murdered his wife’s lover was sought by a team of detectives, two men.  But he who killed a cop was sought by 32,000.”

That’s why the Mafia didn’t kill cops.  Only sucidal people took on those odds.

Don’t expect the police to do for you what they’ll do for one another.

In February, 2013, a fired LAPD cop named Christopher Dorner declared war on his former colleagues.

The LAPD assigned security and surveillance details to at least 50 threatened officers and their families.  A typical detail consists of two to five or more guards.  And those guards must be changed every eight to 12 hours.

And those details stayed in place until Dorner was killed in a firefight on February 12.

Money makes the difference.

Police claim to enforce the law impartially.  But that happens only in TV crime shows.

If you’re rich, your complaint will likely get top priority and the best service the agency can provide.

But if you’re poor or even middle-class without high-level political or police connections, your case will likely go nowhere.

Don’t expect your police department to be as efficient as those in TV police dramas.

“I want this rock [Hawaii] sealed off,” Steve McGarrett (Jack Lord) routinely ordered when pursuing criminals on “Hawaii Five-O.”

Jack Lord as Steve McGarrett

But in San Jose–a city close to bankruptcy–residents can’t get police to respond to break-ins because the police department is dangerously understaffed.

And in San Francisco, if you’re assaulted and can’t give police “a named suspect,” they won’t assign the case.  As far as they’re concerned, the solvability rate is too low.

Among the realities of real-life law enforcement:

  • Many police departments lack state-of-the-art crime labs to analyze evidence.
  • Files often get lost or accidentally destroyed.
  • Some officers are lazy, indifferent or incompetent.
  • Police are notoriously competitive, generally refusing to share information with other officers or other police departments–and thus making it easier for criminals to run amok.
  • Even when police ”solve” a crime, that simply means making an arrest.  The perpetrator may cop to a lesser offense and serve only a token sentence–or none at all.  Or he might be found not guilty by a judge or jury.

The result of all this is disillusionment with law enforcement from a deservedly–and increasingly–cynical public.

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REAL COPS AREN’T TV COPS: PART ONE (OF TWO)

In Bureaucracy, Law Enforcement, Self-Help on October 17, 2013 at 1:50 am

On TV, if an innocent citizen is threatened by a criminal, the cops spare no expense protecting him–or her.

If s/he’s really lucky, s/he’ll get protection from no less than the Top Cop HImself–such as Steve McGarrett (on Hawaii Five-O) or Elliot Ness (on The Untouchables).

If you think that’s how real-life cops operate, you’re in for a shock.  Especially if you have to entrust your life to them.

Consider the case of a friend of mine I’ll call Bill.

Bill was shopping in a Home Depot in Daly City when his cell phone rang.  Assuming it was someone he knew, he casually answered it.

The caller proved to be someone he didn’t know.  More ominously, it was someone he wouldn’t want to know.

“You got my friend kicked out,” he said.  “And I’m going to get you.  I know who you are and where you live.”

Bill explained–truthfully–that he hadn’t gotten anyone kicked out.  For a few moments he had no idea who the caller might be talking about.

Then he remembered: About two months earlier, an aggressive psychopathic tenant had been evicted from his apartment building.  Bill hadn’t had anything to do with the eviction.

True, the property management company supervising the complex had tried to recruit him to testify in a lawsuit against the psycho-tenant.  But Bill had wanted nothing to do with the case.

There were some risks just not worth taking–especially when a man who routinely threatened others lived only two floors below.

Still, the tenant had clearly been told by someone else that Bill had played a role in his eviction.  Just days before he was to move out, he shouted at Bill: “I’m being evicted, and you’re responsible for it!”

The next day, by unfortunate coincidence, Bill again ran into the psycho-tenant, who shuted: “I’m being evicted, and I’m sure that makes you happy!”

So now, as Bill listened to the unknown caller making his threat, he felt 99% certain that even if he didn’t know the caller, he knew the man on whose behalf he was calling.

Bill stayed calm, trying to draw the caller into giving some specific information.  But the caller refused to be tempted, and Bill hung up.

Thinking it over, Bill was worried: His cell phone number was known to only a few people–and certainly not to the evicted tenant.  Someone had clearly gone to a great deal of trouble to find it.

For the moment, he took some heart in that the caller’s number showed up on his cell phone.  No doubt the police could quickly trace it, he assumed.

(He soon found out they couldn’t.  The number was to a Google phone exchange, which could be used by callers who didn’t want to reveal their actual number.)

As soon as Bill returned to San Francisco, he visited a police station and made out a report to a uniformed officer.

Later that day, he called the station to provide more information.  He was connected to an Inspector Jones (not his real name).

In the police world, an Inspector is a figure of real authority and prestige.  The word “inspector” will open doors that may well be closed to other police officers.

So Bill assumed he was dealing with the elite of the San Francisco Police Department (SFPD)

To his surprise, Jones asked if he had filed a report of the incident with the Daly City Police Department.

“No,” Bill said.  He had simply been visiting Daly City when the call came in.  No one had assaulted him in Daly City  And he believed the call had almost certainly come from San Francisco.

“Well,” said Inspector Jones, “you must file a report with the Daly City Police Department.  Otherwise, we can’t (that is, won’t) help you.”

Bill asked: ” Can I make the report over the phone?”

“No,” said Jones, “it has to be made in person.”

Bill: “I don’t have a car.  I don’t know where the Daly City Police Department is.”

“Well, we can’t help you until you do it,” said Jones.

So Bill called the Daly City Police Department.  A female officer soon came on the line.  Bill outlined the reason for his call.

“Did you file a report with the SFPD?” the officer asked.

“Yes,” said Bill.

“Then you don’t need to file one with us,” said the officer.

“Are you certain?” asked Bill.

“Yes.”

Now Bill was not so much worried as angry.  He re-dialed the SFPD–but this time, at a far higher level: The Office of the Chief of Police.

he didn’t expect to speak with the Chief himself.  But that wasn’t necessary.  It would be enough for him to reach someone who worked directly for the Chief.

Police department are quasi-military organizations.  They are rigidly hierarchial.  At a police station, a captain wields Godlike authority over everyone beneath him–detectives, sergeants, uniformed officers.

And if a captain wields Godlike authority over his subordinates, the Chief is the uniformed version of God to everyone else in the department.

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HOW TO BE A SMARTER EXECUTIVE: PART TWO (END)

In Bureaucracy, Business, History, Self-Help on May 14, 2013 at 12:00 am

I returned, and saw under the sun, that the race is not to the swift, nor the battle to the strong, neither yet bread to the wise, nor yet riches to men of understanding, nor yet favour to men of skill; but time and chance happeneth to them all.

–Ecclesiastes 9:11

It is one thing to gain executive power, and another to hold onto it.  It is altogether different to use it wisely and justly.

Many are the dictators who have ruled long, but not justly–such as Porfiro Diaz, whose 30-year regime was ended by the Mexican Revolution in 1911.

And many are those who wanted to rule justly but could not face up to the harsh realities of power.  One of these was Francisco Madero, who democratically succeeded Diaz–but was soon betrayed and executed by Victoriana Huerta, one of his own generals.

In Part One, I outlined a number of timeless suggestions by Niccolo Machiavelli, the Florentine statesman and patriot (1469-1527) for attaining and wisely employing executive power.

Niccolo Machiavelli

Many of this nation’s corporate executives and officials manning local, state and Federal agencies (including the Presidency) would do well to pay close attention to his advisories.  Among these:

  • EVALUATING A SUBORDINATE: For a prince to be able to know a minister there is this method which never fails.  When you see the minister think more of himself than of you, and in all his actions seek his own profit, such a man will never be a good minister, and you can never rely on him.  For whoever has in hand the state of another man must never think of himself but of the prince, and not mind anything but what relates to him.
  • TREATMENT OF SUBORDINATES: And on the other hand, the prince, in order to retain his fidelity, ought to think of his minister, honoring and enriching him, doing him kindnesses and conferring on him favors and responsible tasks, so that the great favors and riches bestowed on him cause him not to desire other honors and riches, and the offices he holds make him fearful of changes.  When princes and their ministers stand in this relation to each other, they can rely the one upon the other; when it is otherwise, the result is always injurious either for one or the other of them.
  • TAKING COUNSEL: There is no way of guarding oneself against flattery than by letting men understand that they will not offend you by speaking the truth.  But when every one can tell you the truth, you lose their respect.
  • A prudent prince must therefore take a third course, by choosing for his counsel wise men, and giving them alone full liberty to speak the truth to him, but only of those things that he asks and of nothing else.
  • MAKING DECISIONS: But he must be a great asker about everything and hear their opinions, and afterwards deliberate by himself in his own way, and in these counsels and with each of these men comport himself so that every one may see that the more freely he speaks, the more he will be acceptable.  Beyond these he should listen to no one, go about the matter deliberately, and be determined in his decisions.
  • SEEK THE TRUTH:  A prince, therefore, ought always to take counsel, but only when he wishes, not when others wish.  On the contrary, he ought to discourage absolutely attempts to advise him unless he asks it.  But he ought to be a great asker, and a patient hearer of the truth about those things of which he has inquired.  Indeed, if he finds that anyone has scruples in telling him the truth he should be angry.
  • UNWISE PRINCES CANNOT BE WISELY ADVISED: And since some think that a prince who gains the reputation of being prudent is so considered, not by his nature but by the good counselors he has about him, they are undoubtedly deceived.  It is an infallible rule that a prince who is not wise himself cannot be well advised, unless by chance he leaves himself entirely in the hands of one man who rules him in everything, and happens to be a very prudent man. In this case, he may doubtless be well governed, but it would not last long, for the governor would in a short time deprive him of the state.
  • FORTUNE: I think it may be true that fortune is the ruler of half our actions, but that she allows the other half or thereabouts to be governed by us.
  • I would compare her to an impetuous river that, when turbulent, inundates the plains, casts down trees and buildings, removes earth from this side and places it on the other; every one flees before it, and everything yields to its fury without being able to oppose it.
  • Still, when it is quiet, men can make provisions against it by dykes and banks, so that when it follows it will either go into a canal or its rush will not be so wild and dangerous.

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GIVING ADVICE–SAFELY

In History, Politics, Self-Help on May 10, 2013 at 12:12 am

On the rare occasion when most people think of Niccolo Machiavelli, the image of the devil comes to mind.

Niccolo Machiavelli

In fact, “The Old Nick” became an English term used to describe Satan and slander Machiavelli at the same time.

The truth, however, is more complex. Machiavelli was a passionate Republican, who spent most of his adult life in the service of his beloved city-state, Florence.

The years he spent as a diplomat were tumultuous ones for Italy–with men like Pope Julius II and Caesare Borgia vying for power and plunging Italy into one bloodbath after another.

Machiavelli is best-known for his writing of The Prince, a pamphlet on the arts of gaining and holding power. Its admirers have included Benito Mussolini and Joseph Stalin.

But his longer and more thoughtful work is The Discourses, in which he offers advice on how to maintain liberty within a republic. Among its admirers were many of the men who framed the Constitution of the United States.

Also contrary to what most people believe about Machiavelli, he did not advocate evil for its own sake. Rather, he recognized that sometimes there is no perfect–or perfectly good–solution to a problem.

Sometimes it’s necessary to take stern–even brutal–action to stop an evil (such as a riot) before it becomes widespread.

His counsel remains as relevant today as it did during his lifetime (1469 – 1527)–especially for politicians.

But plenty of ordinary citizens can also benefit from the advice he has to offer–such as those who are asked to give advice to more powerful superiors.

Machiavelli warns there is danger in urging rulers to take a particular course of action:

“For men only judge of matters by the result, all the blame of failure is charged upon him who first advised it, while in case of success he receives commendations. But the reward never equals the punishment.”

This puts would-be counselors in a difficult position: “If they do not advise what seems to them for the good of the republic or the prince, regardless of the consequences to themselves, then they fail of their duty.

“And if they do advise it, then it is at the risk of their position and their lives, for all men are blind in this, that they judge of good or evil counsels only by the results.”

Thus, Machiavelli warns that an advisor should “take things moderately, and not to undertake to advocate any enterprise with too much zeal, but to give one’s advice calmly and modestly.”

The person who asked for the advice may follow it, or not, as of his own choice, and not because he was led or forced into it by the advisor.

Above all, the advisor must avoid the danger of urging a course of action that runs “contrary to the wishes of the many.”

“For the danger arises when your advice has caused the many to be contravened. In that case, when the result is unfortunate, they all concur in your destruction.”

Or, as President John F. Kennedy famously said after the disastrous invasion of Cuba at the Bay of Pigs in April, 1961: “Victory has a hundred fathers and defeat is an orphan.”

By “not advocating any enterprise with too much zeal,” the advisor gains two advantages:

“The first is, you avoid all danger.

“And the second consists in the great credit which you will have if, after having modestly advised a certain course, your counsel is rejected, and the adoption of a different course results unfortunately.”

Finally, the time to give advice is before a catastrophe occurs, not after. Machiavelli gives a vivid example of what can happen if this rule is ignored.

King Perseus of Macedon had gone to war with Paulus Aemilius–and suffered a humiliating defeat. Fleeing the battlefield with a handful of his men, he later bewailed the disaster that had overtaken him.

Suddenly, one of his lieutenants began to lecture Perseus on the many errors he had committed, which had led to his ruin.

“Traitor,” raged the king, turning upon him, “you have waited until now to tell me all this, when there is no longer any time to remedy it—” And Perseus slew him with his own hands.

Niccolo Machiavelli sums up the lesson as this:

“Thus was this man punished for having been silent when he should have spoken, and for having spoken when he should have been silent.”

Be careful that you don’t make the same mistake.

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WHY REGULAR JOBS PROGRAMS DON’T WORK

In Bureaucracy, Business, Politics, Self-Help, Social commentary on May 2, 2013 at 12:18 am

Imagine this: A future President seeks to disband the FBI—and offer bribes to career criminals to not rob, rape and murder. And to sell his proposal, he chooses as his slogan: “Let criminals be criminals.”

If that sounds impossible, consider this: Politicians on both the Right and Left have adopted just that mindset toward holding corporate employers accountable for their criminal greed and irresponsibility.

Case in point: The Obama administration has signaled that it may adopt a Georgia program that allows businesses to train jobless workers for two months without having to pay them.

Its supporters claim the program—Georgia Works—lets workers get their foot in the door and reduces businesses’ hiring risks. Unions assert that it exploits workers and violates federal labor laws.

The drawbacks to this program:

  • It’s only open to workers receiving unemployment insurance benefits.
  • Businesses have no obligation to hire participating workers.

Mississippi, in turn, has launched the Subsidized Transition Employment Program and Services. Funded with left-over stimulus dollars, it initially covers 100 percent of an employee’s wages, gradually reducing the subsidy for every 160 hours worked.

Its drawbacks:

  • It lasts only four months—from August to December, 2011.
  • Businesses will be excluded from the program if funds are exhausted or the September 30 enrollment deadline has passed.
  • Only 80 companies had signed up for the program by early September.

Then there’s the Minnesota solution. Instead of adopting Senator Al Franken’s proposal to use public monies to subsidize wages, Congress enacted the Hiring Incentives to Restore Employment Act. This gave businesses $13 billion worth of tax credits for hiring unemployed workers.

The drawbacks to this effort:

  • The measure has not been evaluated.
  • It does not require employers to hire.

In Connecticut, another jobs program, Platform to Employment, puts workers through a four-week training period followed by an eight-week tryout at a participating business.

During the tryouts, the employees’ wages are paid by The Workplace, Inc., a private company which raised enough funds to support 100 jobs starting this fall.

The drawbacks to this are:

  • Employers get, in effect, free labor.
  • Only those who have already exhausted 99 weeks of unemployment benefits are eligible.
  • Employers have no obligation to hire participating workers.
  • The funds will create only 100 jobs.
  • Employers are not required to participate in the program.

Meanwhile, the unemployment rate keeps steadily rising. In 2007, 228,000 people were unemployed for 99 weeks or longer, according to the Bureau of Labor Statistics.

Today more than 2 million Americans have been unemployed for at least 99 weeks—the cutoff point for unemployment insurance in the hardest-hit states.

And the longer a person is out of work, the less likely s/he is to find an employer willing to hire.

What all these “job creating” programs have in common is this: They apply plenty of carrots–but absolutely no sticks.

Bribes–in the form of tax credits or tax breaks–are liberally applied to entice employers to behave like patriots instead of parasites. But for employers whose refusal to hire condemns their country to economic catastrophe–there are no penalties whatsoever.

A policy based only on carrots is a policy of bribery. A policy based only on sticks is one of coercion. Some people can’t be bribed, and some can’t be coerced. But nearly everyone is open to a policy of rewards and punishments.

Thus, corporations across the country are now sitting atop $2 trillion in profits. But their CEOs are using those monies for:

  • Enriching themselves, their bought-off politicians, their families—and occasionally their mistresses.
  • Buying up other corporate rivals.
  • Creating or enlarging companies outside the United States.

In short, the one expense they refuse to underwrite is hiring their fellow Americans.

This is because:

  • They want to pay their un-American employees far lower wages than would be tolerated by employees within the United States.
  • They want to escape American employee-protection laws–such as those mandating worker’s compensation or forbidding sexual harassment.
  • They want to escape American consumer-protection laws–such as those banning the sale of lead-contaminated products (a hallmark of Chinese imports).
  • They want to escape American laws protecting the environment–such as those requiring safe storage of dangerous chemicals.

They want, in short, to enrich themselves at the direct expense of their country.

In decades past, this used to be called treason.

Yet no major political figure–on the Left or Right–has so far dared to blame employers for selling out their country and destroying its economic prosperity.

No job-seeker, however well-qualified and -motivated, can hire himself onto an employer who refuses to hire.

But corporate CEOs–and their paid political stooges–continue to blame the unemployed for being unable to find employers willing to honor their integrity, qualifications and initiative.

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Americans generally–and the unemployed and under-employed in particular–must hold corporate America accountable for its criminal greed and irresponsibility.

Until they do, the United States will continue to sink further into decline–economically, socially and politically.

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HANGING UP ON THE PHONE COMPANY: PART TWO (END)

In Business, Self-Help on April 26, 2013 at 12:02 am

From November, 2011 to February, 2012, AT&T demanded that Dave pay them for a service they had failed to provide.

They had promised to supply him with Uverse high-speed Internet–at 25 MBPs a second. Instead, he had gotten only 6 MBPs a second. And a big dot in the middle of his computer screen when watching YouTube videos.

Finally, an AT&T rep told him the blunt truth:

His geographical area was not yet supplied with fiber-optic cables that could provide high-speed Internet service.

Dave canceled Uverse–and began getting a series of bills from AT&T.

First one for more than $400.

Then a reduced bill for $260.

Then another for $140.

And still another for $126.95.

After getting a phone call from a collections agency, Dave asked me to intervene with AT&T on his behalf.

So I decided to go directly to the Office of the President.

Long ago I had learned a crucial truth:

The man at the top of an organization cannot fob you off with the excuse: “I can’t do it.” He can do anything he wants to do. And once he decides to do it, everyone below will fall into line.

I already had the phone number: (800) 848-4158.

I had gotten this via a google search under “AT&T Corporate Offices.” This gave me a link to “Corporate Governance”–which provides biographies of the executives who run the company.

And at the head stands Randall L. Stephenson–Chairman of the Board, CEO and President of AT&T Inc.

I didn’t expect to speak with him. One of his chief lieutenants would be enough–such as a woman I’ll call Margie.

First, I introduced myself and said I was authorized to act on Dave’s behalf. Then I handed the phone to Dave (who was sitting next to me) so he could confirm this.

I then briefly outlined the problems Dave had been having.

Margie–using Dave’s phone number–quickly accessed the computerized records documenting all I was telling her.

She said she would need three or four days to fully investigate the matter before getting back to me.

I said that, for me, the crux of the matter was this:

An AT&T rep had told Dave the company could not supply high-speed Internet to his geographical area because it had not yet laid fiber-optic cables there.

This meant:
1.There was a disconnect between what AT&T’s technicians knew they could offer–and what its customer service reps had been told;
2.Or, worse, the company had lied when it promised to provide Dave with a service it couldn’t deliver.

I said that Dave wanted to resolve this quietly and amicably. But, if necessary, he was prepared to do so through the Public Utilities Commission (PUC) and the Federal Communications Commission (FCC).

The PUC regulates phone companies at the State level. The FCC regulates them at the Federal level.

Just as I was about to hang up, I said I couldn’t understand why Dave should have kept getting billed, since he had been assured he wouldn’t be.

Margie said that the company felt he owed $150.00 for “breaking” the two-year contract he had signed.

I immediately noted that AT&T had not lived up to its end of the contract–that is, to provide the promised high-speed Internet service. As a result, they could not demand that Dave pay for something that had not been delivered.

Clearly, this set off alarm-bells for Margie.

When I asked her, “How soon can I expect to hear from you on your company’s investigation into this matter?” she said there was no need to conduct one.

In fact, she added, she was writing out a credit to Dave of $150.00 that very minute.

Previously, she had told me it would take three or four days.

Thus, Dave did not owe the company anything for his disappointing experiment with its Uverse service.

I felt certain that Dave’s experience with a rapacious AT&T was not an isolated case. Just as banks use every excuse to charge their customers for anything they can get away with, so do phone companies.

I knew that AT&T didn’t want the PUC and FCC to start asking: “Is ATt&T generally dunning customers for money they don’t owe?”

I believe the answer would have proven to be: “Yes.”

And I believe that Margie felt the same way.

So, when dealing with a predatory company like AT&T:
1.Keep all company correspondence.
2.Be prepared to clearly outline your problem.
3.Know which State/Federal agencies hold jurisdiction over the company.
4.Phone/write the company’s president. This shows that you’ve done your homework–and deserve to be taken seriously.
5.Remain calm and businesslike in your correspondence and/or conversations with company officials.
6.Don’t fear to say you’ll contact approrpriate government agencies if necessary.
7.If the company doesn’t resolve your problem, complain to those agencies, and/or
8.Consider hiring an attorney and filing a lawsuit.

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HANGING UP ON THE PHONE COMPANY: PART ONE (OF TWO)

In Business, Self-Help on April 25, 2013 at 12:10 am

Lily Tomlin introduced her character of Ernestine, the rude, gossipy, know-it-all telephone operator, in the 1960s series Laugh-In.

A typical skit would open:

“A gracious hello. Here at the Phone Company, we handle eighty-four billion calls a year. Serving everyone from presidents and kings to the scum of the earth.

“So, we realize that, every so often, you can’t get an operator, or for no apparent reason your phone goes out of order, or perhaps you get charged for a call you didn’t make. We don’t care!

“You see, this phone system consists of a multibillion-dollar matrix of space age technology that is so sophisticated even we can’t handle it. But that’s your problem, isn’t it?

“So, the next time you complain about your phone service, why don’t you try using two Dixie cups with a string?

“We don’t care. We don’t have to. We’re the Phone Company.”

All of which was–and remains–hilarious. Except when you face such behavior in real-life with the phone company.

That’s exactly what happened to a man I’ll call Dave.

Dave had had DSL Internet service with AT&T for a year, and had been entirely satisfied with it. So when AT&T offered him Uverse service for less than what he had been paying, he signed up.

But the new service never worked properly.

Dave had been promised that he would get 25 MBPs a second–double his previous download speed.

Instead he got only 6 MBPs a second. He was also being repeatedly disconnected from the Internet.

Dave called AT&T to complain. The company sent a technician to inspect the connection.

The tech told him that the line he was using for DSL was not working with Uverse. He was told he needed to install a new line to solve the problem.

Seeking a second opinion, Dave asked AT&T to send out another technician.

This one said there was already an existing CAT 5 line in Dave’s apartment. He said that by connecting this line to the computer, the problem should be solved.

But after he connected the line, Dave could not watch videos on YouTube because a dot appeared in the middle of the screen.

Since Dave had a Mac, he sought advice at his nearby Apple store. Was there was anything wrong with the computer? he asked.

The Apple rep said the problem was that he wasn’t getting enough download speed.

Dave called AT&T again.

A tech said the problem lay with the modem: Send it back and we’ll send you another.

Dave sent back the modem and AT&T sent him a second.

Dave installed the modem but still found a big dot in the middle of the screen while watching YouTube videos.

A technician tried to resolve the problem from AT&T’s own facilities, but was not able to.

Dave called AT&T and said he was going to disconnect the service because it still wasn’t working.

Suddenly, the blunt truth finally emerged:

An AT&T rep told him that his geographical area was not yet supplied with fiber-optic cables that could provide high-speed Internet service. In six months, the company would probably have such lines set up in his location.

Dave said that in six months, if AT&T had fiber-optic cables installed in his area, he would call back and have service restored.

The rep told him to send back the modem and he would owe nothing.

And that’s when the real trouble started.

Dave soon got a bill from AT&T saying he owed more than $400 for Internet service. He called them back and asked why he had gotten this bill.

The AT&T rep said the bill was to cover the costs of sending over the technicians.

Dave replied that they hadn’t installed any new lines or corrected the problem. They had only checked the line.

AT&T said they would reduce the amount Dave owed to $260. This was to cover about two months’ service and the modem—to be paid one month in advance.

Dave said that he hadn’t gotten service that worked and he would pay the money only if they could get it working properly.

AT&T told Dave to return the modem and he would owe them nothing.

Dave mailed the modem to AT&T in November, 2011.

AT&T then sent Dave a letter saying he owed them $140.

He refused to pay it.

He got another bill that said AT&T was reducing it to $126.95 for Unverse Internet service.

Dave called AT&T and complained.

This time, an AT&T rep said it had been a “computer mistake” and that this would be corrected on his next bill; there would be no such charge.

Shortly afterward, Dave got another letter on February 15, still demanding the payment of $126.95 for Uverse service.

After getting a phone call from a collections agency, Dave asked me to intervene with AT&T on his behalf.

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STOP INSURANCE RIP-OFFS

In Business, Self-Help, Social commentary on April 15, 2013 at 12:07 am

An insurance company suspends your medical coverage for months–or longer.

Even though you’ve faithfully paid all premiums for your medical insurance–and have the records to prove it.

Think it can’t happen to you? It did to a couple I’ll call Diane and Mike.

Mike worked as a paralegal for a Los Angeles law firm. He was getting health insurance for himself and his wife, Diane, under a COBRA arrangement.

COBRA stands for Consolidated Omnibus Budget Reconciliation Act of 1985. It’s a Federal law that was passed by Congress and signed by President Ronald Reagan.

One of its provisions creates an insurance program giving some employees the ability to continue health insurance coverage after leaving employment.

But a COBRA can sometimes act the same way the deadly poisonous snake does–with unpredictable and lethal results for those depending on it.

In this case, after Mike left his law firm to work at another, he found the COBRA didn’t operate as it was supposed to.

A snafu developed, involving

  • the COBRA management company,
  • the hospital where Mike and Diane had long been patients, and
  • Mike’s former employer.

Each of these institutions blamed the other for failing to provide appropriate information.

So the insurance company suspended Mike and Diane’s health insurance–completely ignoring their medical needs.

Then, one day, Diane called me on an unrelated matter. During the conversation, she let slip the suspension of her medical insurance.

I was stunned at the news–and outraged when she said this had been going on for six months.

At once, I offered my services as a troubleshooter. She accepted.

I decided to call the office of my State Assemblyman. In California, the 80 members of the Assembly serve two-year terms, and are limited to being elected three times.

The 40 members of the State Senate serve four-year terms, and can be elected twice.

Because they face re-election sooner, members of the Assembly must stay closely attuned to resolving their constituents’ problems. That’s why they employ staffers who are experts at navigating through the maze of State agencies.

And State Senators make certain their offices are equally well-staffed with such experts.

When I called my Assemblyman’s office, I didn’t ask to speak with him. I knew I was too politically unimportant to rate a direct chat at that level. And I didn’t need to talk with him, anyway.

I simply told the secretary that I wanted to speak with the office’s specialist on insurance.

California has an Insurance Commissioner who directs the state’s Department of Insurance. The mandate of this agency is to license, regulate and examine insurance companies.

Soon I was speaking with Frank, the Assemblyman’s expert on insurance matters. I quickly explained the problem my friends were having. And, to my surprise, I found that he and I hit it off right away.

Frank said he had a friend–Steve–who worked as an investigator for the Department of Insurance. Then he generously offered to put me through to him. I thankfully accepted.

Soon Steve and I quickly found ourselves getting along well. Then he asked me: “What’s your friend’s number?”

Diane hadn’t authorized me to give her number to anyone, but I decided to forward it. If Steve was that interested in examining their problem, I wasn’t going to throw a damper on his enthusiasm.

Soon Steve and Diane were discussing the situation.

And shortly after that, her insurance company got an unexpected call from the Insurance Commissioner’s office.

The message was simple–and blunt: Restore that coverage–now.

And, within 48 hours, it had been fully restored.

There are several important lessons to be learned here:

  • Maintain accurate records of all your premium payments. And keep them accessible–as in file folders, a safe deposit box or an online file.
  • Don’t let your insurance company victimize you. Once you’ve paid your premium, you’ve lived up to your part of the arrangement. Now it’s their obligation to provide the medical care you need.
  • Know the names, addresses and phone numbers of your representatives–at local, state and Federal levels. Websites such as http://www.govspot.com/ and http://www.capweb.net/usa/California will instantly provide this information–and a great deal more.
  • Know the name, address and phone number of your state Insurance Commissioner.
  • If your elected representatives can’t or won’t assist you, complain to the news media. Start with the local newspapers and TV stations. If that doesn’t work, try the Internet.
  • If the agencies that are supposed to help consumers won’t aid you, make them part of your complaint to the media.
  • If you’re disabled and/or have children who are affected by the insurance cut-off, play up this angle in your contacts with public agencies and/or the media.
  • If all else fails, consider filing a lawsuit against the insurance company.