Op-Ed
Walking Away from Bad Customer Service
By George E. Curry
NNPA Columnist
After 19 years, most of them as a satisfied customer, I am closing my personal checking account this week at Citibank. I am closing my account not because I was lured away with an incredibly attractive offer from one of its competitors. Rather, I am walking away from Citi because of bad customer service. When a business loses customers who want to stay, it’s a sure sign of trouble.
My issue was a simple one. Throughout 2014, whenever I made a deposit to my personal Citi account from my business account at a rival national bank, the full amount was immediately made available upon deposit in the ATM. Beginning this year, however, the full amount was no longer being honored and no one would tell me why.
I started with the Customer Service Department. Instead of being responsive to my complaint, five different representatives – Sabrina Padron, Rene Torres, Christine Flanders, Priscilla Chaires and Christine Naranjo – felt the need to send me form letters essentially stating Citibank’s policy of spreading funds availability above a certain amount over five business days.
Despite assurance in an email to me from Padron, dated March 4, that “Citi is committed to providing our client’s [SIC] with world class service that is efficient, responsive and dependable,” the service was neither world class, efficient, nor responsive.
After sending five emails to the online services department and not getting a reply that was “responsive,” I decided to approach the branch manager near my home. He promised to look into the matter and to call me back within several days. He kept his word and when he called, he said he could find no reason why the change had been made.
Finally, I emailed a letter to CEO Michael Corbat on April 2. At press time, I had not received a reply, which is not surprising given the volume of correspondence he probably receives. In the meantime, I have opened a personal account at the bank where I do my business checking and ignored the last email I received from Christine Naranjo asserting that “…Citi is committed to providing our client’s [SIC] with world class service that is efficient, responsive and dependable.” (Surely, someone at a bank that purports to provide “world class service” should know that “clients” is not spelled with an apostrophe.)
Less than six months ago, I had to walk away from a Merchant’s shop that not only misdiagnosed the problem, but incorrectly installed the wrong part on a vehicle. I had been using the business for more than a decade, but no more.
When service is bad, I have decided to not simply walk away in silence. Instead, when I leave now, I let them know why I am leaving. If they are serious about customer service, they will fix the problem that prompted me to leave. If they continue to ignore those problems, they might not be in business long, anyway.
By the same token, I believe in rewarding good service in word and deed. For instance, when I was treated recently at Emory Johns Creek Hospital near Atlanta for a mild heart attack, I publicly thanked the outstanding nurses by name and copied the hospital’s interim CEO. As one who waited tables on trains over the Christmas holidays to help pay my way through Knoxville College, I am extremely sensitive to service and tipping. I usually tip between 20 and 25 percent, sometimes more. If the service is exceptional, I note that on the receipt and sometimes ask to speak to the supervisor.
However, I have not convinced myself to tip people when I pick up a carry-out order. It’s not like they are waiting on me. They pick up the order from the kitchen, take my money and hand me my order. That is not the same as waiting on me at a table. Last Saturday, I went to Olive Garden to pick up an order. Instead of handing me my $2 change, the employee had the gall to ask, “Do you need your $2 back?” Of course, I need all of my money back. Thanks for asking.
Speaking of restaurant employees, I have two pet peeves. One is when they ask, “How are we doing today?” I can’t speak for them, so I don’t know how we are doing. If you want to know how I am doing or how my dinning party is doing, it would not require any more energy to ask the question directly.
I try to restrain myself when they ask, as they frequently do: “How was everything?” I didn’t eat everything, so I couldn’t possibly know the answer to that question. I can only tell you about the food I consumed.
I know, I know, I am becoming persnickety in my old age. I have decided to become more vocal when I receive good or bad service. In doing so, I hope that will improve the next customer’s experience.
George E. Curry, former editor-in-chief of Emerge magazine, is editor-in-chief of the National Newspaper Publishers Association News Service (NNPA) and BlackPressUSA.com. He is a keynote speaker, moderator, and media coach. Curry can be reached through his Web site, www.georgecurry.com. You can also follow him at www.twitter.com/currygeorge and George E. Curry Fan Pageon Facebook. See previous columns at http://www.georgecurry.com/columns.
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Activism
In 1974, Then-Gov. Jimmy Carter Visited the Home of Oakland Black Black Political Activist Virtual Murrell While Running for President
civil rights icon Georgia State Representative Julian Bond said that Carter, along with governors Reuben Askew of Florida, Dale Bumpers of Arkansas, and Terry Sanford of North Carolina, were all a part of what was being dubbed the “New South” and so supported civil rights and voting rights for African Americans.
By Virtual T. Murrell
Special to The Post
On his way to seeking the presidency, then-Gov. Jimmy Carter visited the Bay Area in his capacity as campaign chairman of the Democratic National Committee in March of 1974.
A friend of mine, Bill Lynch, a Democrat from San Francisco, had been asked to host Carter, who was then relatively unknown. Seeking my advice on the matter, I immediately called my friend, civil rights icon Georgia State Representative Julian Bond, for his opinion.
Bond said that Carter, along with governors Reuben Askew of Florida, Dale Bumpers of Arkansas, and Terry Sanford of North Carolina, were all a part of what was being dubbed the “New South” and so supported civil rights and voting rights for African Americans.
Based on Julian’s comments, I agreed to host the governor. We picked him up at the San Francisco Airport. With his toothy smile, I could tell almost right away that he was like no other politician I had ever met. On his arrival, there was a message telling him to go to the VIP room, where he met then-Secretary of State Jerry Brown.
After leaving the airport, we went to a reception in his honor at the home of Paul “Red” Fay, who had served as the acting secretary of the Navy under President John Kennedy. (Carter, it turned out, had been himself a 1946 graduate of the U.S. Naval Academy and served as a submariner in the 1950s.)
The following afternoon, the Niagara Movement Democratic Club hosted a reception for Carter, which was a major success. Carter indicated that he would be considering running for president and hoped for our support if he did so.
As the event was winding down, I witnessed the most amazing moment: Carter’s wife, Rosalynn, was in the kitchen with my former wife, Irene, wearing an apron and busting suds! You would have to have been there to see it: The first and last time a white woman cleaned up my kitchen.
A few months later, President Richard Nixon resigned amid the Watergate scandal. He was succeeded by his vice president, Gerald Ford.
On the heels of that scandal, Jimmy Carter’s election in 1976 represented integrity and honesty at a point in America’s history when he was just what the nation needed to lead as president of the United States.
Activism
Life After Domestic Violence: What My Work With Black Women Survivors Has Taught Me
Survivors sometimes lack awareness about the dynamics of healthy relationships, particularly when one has not been modeled for them at home. Media often minimizes domestic abuse, pushing the imagery of loyalty and love for one’s partner above everything — even harm.
By Paméla Michelle Tate, Ph.D., California Black Media Partners
It was the Monday morning after her husband had a “situation” involving their child, resulting in food flying in the kitchen and a broken plate.
Before that incident, tensions had been escalating, and after years of unhappiness, she finally garnered enough courage to go to the courthouse to file for a divorce.
She was sent to an on-site workshop, and the process seemed to be going well until the facilitator asked, “Have you experienced domestic abuse?” She quickly replied, “No, my husband has never hit me.”
The facilitator continued the questionnaire and asked, “Has your husband been emotionally abusive, sexually abusive, financially abusive, technologically abusive, or spiritually abusive?”
She thought about how he would thwart her plans to spend time with family and friends, the arguments, and the many years she held her tongue. She reflected on her lack of access to “their money,” him snooping in her purse, checking her social media, computer, and emails, and the angry blowups where physical threats were made against both her and their children.
At that moment, she realized she had been in a long-suffering domestic abuse relationship.
After reading this, you might not consider the relationship described above as abusive — or you might read her account and wonder, “How didn’t she know that she was in an abusive relationship?”
Survivors sometimes lack awareness about the dynamics of healthy relationships, particularly when one has not been modeled for them at home. Media often minimizes domestic abuse, pushing the imagery of loyalty and love for one’s partner above everything — even harm.
After working with survivors at Black Women Revolt Against Domestic Violence in San Francisco, California, I have learned a great deal from a variety of survivors. Here are some insights:
Abuse thrives in isolation.
Societal tolerance of abusive behavior is prevalent in the media, workplaces, and even churches, although there are societal rules about the dos and don’ts in relationships.
Survivors are groomed into isolation.
Survivors are emotionally abused and manipulated almost from the beginning of their relationships through love-bombing. They are encouraged or coerced into their own little “love nest,” isolating them from family and friends.
People who harm can be charismatic and fun.
Those outside the relationship often struggle to believe the abuser would harm their partner until they witness or experience the abusive behavior firsthand.
Survivors fear judgment.
Survivors fear being judged by family, friends, peers, and coworkers and are afraid to speak out.
Survivors often still love their partners.
This is not Stockholm Syndrome; it’s love. Survivors remember the good times and don’t want to see their partner jailed; they simply want the abuse to stop.
The financial toll of abuse is devastating.
According to the Allstate Foundation’s study, 74% of survivors cite lack of money as the main reason for staying in abusive relationships. Financial abuse often prevents survivors from renting a place to stay. Compounding this issue is the lack of availability of domestic abuse shelters.
The main thing I have learned from this work is that survivors are resilient and the true experts of their own stories and their paths to healing. So, when you encounter a survivor, please take a moment to acknowledge their journey to healing and applaud their strength and progress.
About the Author
Paméla Michelle Tate, Ph.D., is executive director of Black Women Revolt Against Domestic Violence in San Francisco.
Activism
Bay Area Soda Taxes Don’t Just Affect Sales: They Help Change People’s Minds
UC Berkeley researchers found that taxes on sugar-sweetened beverages, coupled with media attention, coincided with significant changes in social norms around sugary drinks.
By Jason Pohl
UC Berkeley News
It wasn’t that long ago when cigarettes and soda were go-to convenience store vices, glamorized in movies and marketed toward, well, everyone.
Then, lawmakers and voters raised taxes on cigarettes, and millions of dollars went into public education campaigns about smoking’s harms. Decades of news coverage chronicled how addictive and dangerous cigarettes were and the enormous steps companies took to hide the risks and hook more users.
The result: a radical shift in social norms that made it less acceptable to smoke and pushed cigarette use to historic lows, especially among minors.
New UC Berkeley research suggests sugar-sweetened beverages may be on a similar path.
The city of Berkeley’s first-in-the-nation soda tax a decade ago, along with more recent Bay Area tax increases on sugar-sweetened drinks, have not only led to reduced sales. They are also associated with significant changes in social norms and attitudes about the healthfulness of sweet drinks, said Kristine A. Madsen, a professor at UC Berkeley’s School of Public Health and senior author of a paper published Nov. 25 in the journal BMC Public Health.
Over the span of just a few years, taxes coupled with significant media attention significantly affected the public’s overall perceptions of sugar-sweetened beverages, which include sodas, some juices, and sports drinks. Such a shift in the informal rules surrounding how people think and act could have major implications for public health efforts more broadly, Madsen said.
“Social norms are really powerful. The significant shift we saw in how people are thinking about sugary drinks demonstrates what else we could do,” Madsen said. “We could reimagine a healthier food system. It starts with people thinking, ‘Why drink so much soda?’ But what if we also said, ‘Why isn’t most of the food in our grocery stores food that makes us healthy?’”
Madsen and colleagues from UC San Francisco and UC Davis analyzed surveys from 9,128 people living in lower-income neighborhoods in Berkeley, Oakland, San Francisco, and Richmond. Using data from 2016 to 2019 and 2021, they studied year-to-year trends in people’s perception of sugar-sweetened beverages.
They wanted to understand how the four taxes in the Bay Area might have affected social norms surrounding sugary beverages — the unwritten and often unspoken rules that influence the food and drinks we buy, the clothes we wear and our habits at the dinner table.
Although social norms aren’t visible, they are incredibly powerful forces on our actions and behaviors; just ask anyone who has bought something after an influencer promoted it on TikTok or Instagram.
Researchers asked questions about how often people thought their neighbors drank sodas, sports drinks, and fruity beverages. Participants also rated how healthy several drinks were, which conveyed their own attitudes about the beverages.
The researchers found a 28% decline in the social acceptability of drinking sugar-sweetened beverages.
In Oakland, positive perceptions of peers’ consumption of sports drinks declined after the tax increase, relative to other cities. Similarly, in San Francisco, attitudes about the healthfulness of sugar-sweetened fruit drinks also declined.
In other words, people believed their neighbors weren’t drinking as many sugar-sweetened beverages, which affected their own interest in consuming soda, juices, and sports drinks.
“What it means when social norms change is that people say, ‘Gosh, I guess we don’t drink soda. That’s just not what we do. Not as much. Not all the time,’” Madsen said. “And that’s an amazing shift in mindsets.”
The research is the latest from UC Berkeley that examines how consumption patterns have changed in the decade since Berkeley implemented the nation’s first soda tax.
A 2016 study found a decrease in soda consumption and an increase in people turning to water. Research in 2019 documented a sharp decline in people turning to sugar-sweetened drinks. And earlier this year, Berkeley researchers documented that sugar-sweetened beverage purchases declined dramatically and steadily across five major American cities after taxes were put in place.
The penny-per-ounce tax on beverages, which is levied on distributors of sugary drinks — who ultimately pass that cost of doing business on to consumers — is an important means of communicating about health with the public, Madsen said.
Researchers tallied more than 700 media stories about the taxes on sugar-sweetened beverages during the study period. That level of messaging was likely a major force in driving public awareness and norms.
It’s also something Madsen said future public health interventions must consider. It was part of the progress made in cutting cigarette smoking and seems to be working with sugary drinks. And it’s those interventions that can lead to individual action.
“If we change our behaviors, the environment follows,” Madsen said. “While policy really matters and is incredibly important, we as individuals have to advocate for a healthier food system.”
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