Feature Article:
Maintaining Superior Service
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Feature Article: Maintaining Superior Service |
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You Top This?
It is TMI's intention that each one of these examples will increase your personal understanding of how to improve your own complaint handling. These are actual comments left on Forest Service registration sheets and comment cards by people completing wilderness camping trips. Frankly, we don't have any suggestions as to how to respond to these complaints though we do have some comments in Italics. They are in a class by themselves! "A small deer came into my camp and stole my bag of pickles. Is there a way I can get reimbursed? Please call." Wouldn't we all like this! "Escalators would help on steep uphill sections." We've felt this way ourselves on occasion. "Instead of a permit system or regulations, the Forest Service needs to reduce worldwide population growth to limit the number of visitors to wilderness." What an interesting angle! "Trails need to be wider so people can walk while holding hands." Pleasant thought! "Ban walking sticks in wilderness. Hikers that use walking sticks are more likely to chase animals." We'd like to see the research on this one. "All the mile markers are missing this year." And what about the speed signs! They're gone, too! "Found a smouldering cigarette left by a horse." And probably an underage horse as well. "Trails need to be reconstructed. Please avoid building trails that go uphill." Clever, clever. "Too many bugs and leeches and spiders and spider webs. Please spray the wilderness to rid the area of these pests." Buy stock in Raid! "Please pave the trails so they can be plowed of snow in the winter." This would make it easier for the moose as well! "Chairlifts need to be in some places so that we can get to wonderful views without having to hike to them." Ha! Remember, there are no free lunches! "The coyotes made too much noise last night and kept me awake. Please eradicate these annoying animals." Yeah, but they were just responding to your snoring! "Reflectors need to be placed on trees every 50 feet so people can hike at night with flashlights." This is a great idea, especially for the rain forest! "Need more signs to keep area pristine." Huh? "A McDonald's would be nice at the trailhead." Especially if you have gotten lost and haven't had anything to eat for a couple of days. "The places where trails do not exist are not well marked." We've been warning about this problem for years! "Too many rocks in the mountains."Yeah! Let's make all our mountains out of cement. Like in Disneyland! Thanks to whoever sent this one across the Internet. It's a great
way to head into Thanksgiving.
Note: We have been getting e-mail from our readers asking us to list the names of the companies who get complaints. Our policy is to never list names. The reason for this is because every company fails from time to time, and we wouldn't want to tar some company's name just because of one bad example. Furthermore, we are dependant upon the writer's side of the story. We don't know for sure what happened, and in the name of fairness, we will not post names. Furthermore, the purpose of this corner is not to pass complaints along to corporations. This Complaint Is a Gift corner is designed to look at examples of good and bad complaint handling so we can learn from these experiences. Please, if you have a direct complaint you want a company to learn about, contact them directly. In many cases, we have never heard of the company in question and have no idea how to reach them. Janelle Barlow |
  
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