Yesterday’s showdown with FedEx ended well. The very top boss there, Peter Harger, called me, apologized, and said the courier had acted improperly. In the evening they sent a vehicle over, and everything was delivered. The moral: Blogs rule. And while the authorities (in the broadest sense) may respond to posts while claiming they’re doing so on their own initiative, not because of the posts, the service sector openly admits that bloggers’ opinions about the services they receive matter in a fundamental way. It doesn’t matter how many friends/followers you have. You can stir up a scandal with just 15, as long as they’re real people, not just virtual ones. Don’t lie, even if you really want to. From the standpoint of egging readers on, I was very tempted yesterday to add some entertaining details, like “and then they were rude to me too,” or “I heard her say away from the receiver, ‘I hate idiot customers,’” and so on. Or just write that I called customer service eight times and nobody answered. Who’s going to check? They do check. Yesterday I wrote everything exactly as it happened, FedEx conducted a detailed review, so I turned out to be right and came off well. But if I’d embellished it in hopes of landing a top post, I would have ended up looking pretty bad. Complain, people. Make it a habit. No need to make a scene, just file complaints in a dull, methodical way. Then you’ll get the service you’re owed. FedEx tracked down the negligent courier and chewed him out. I got my package. You got some extra information about delivery services. Complaints are good for everyone.
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