Get out of my store! What to do when you’re denied service

When Arlene Morzinsky tried to check in for her recent JetBlue Airways flight to New Orleans, the airline told her that her business wasn’t welcome. Read more “Get out of my store! What to do when you’re denied service”

When you hear these words, run!

You can always cancel.

Those are the four most dangerous words a consumer can hear.

They’re often preceded by: “Don’t worry!” Read more “When you hear these words, run!”

When it’s time to take your business elsewhere, here’s the right way to exit

Can we talk about the end? It’s that moment when you say, “That’s it. I’m taking my business elsewhere.” And you mean it. Read more “When it’s time to take your business elsewhere, here’s the right way to exit”

How to find a company that exceeds your wildest expectations

I know you’re silently laughing at that headline. Stop it, already. There are still a few good companies left that care more about their customers than themselves. Read more “How to find a company that exceeds your wildest expectations”

Why you’re stealing from your travel company

When you think of stealing from a travel company, swiping a towel or bathrobe from a hotel probably comes to mind. Read more “Why you’re stealing from your travel company”

How do you get a company to bend to your will?

Jacob Casper wants to know how I do it.
Read more “How do you get a company to bend to your will?”

Has JetBlue changed its stripes?

Jennifer Devereaux is no longer angry at JetBlue Airways for what happened to her 3-year-old daughter, Summer, on a flight from New York to Boston recently.
Read more “Has JetBlue changed its stripes?”

3 keys to a successful consumer apology

Docstocmedia/Shutterstock
Docstocmedia/Shutterstock
It’s almost impossible to turn on the TV news or click on your favorite news site without seeing another company apologizing to its customers. There’s Target, saying it’s sorry for the latest data breach. There’s OfficeMax, regretting a flier it sent.

But what about the other way? Do you ever see customers apologizing to a company?

Well, we should, and when it happens, it ought to make the news. In my line of work, I see a lot of consumers behaving badly or publicly accusing a business of something it didn’t do.

I’m no corporate apologist, but it seems to me that in the interest of fairness, those companies — if not their employees — deserve the same courtesy that we ask of them.
Read more “3 keys to a successful consumer apology”

3 sweet lies you should thank a company for

Ollyy/Shutterstock
Ollyy/Shutterstock
As far as rejection letters go, the one I almost never use is unfailingly polite.

It’s apologetic. It blames a “system” in which the deck is stacked against you, the consumer, for my failure to accept a case. And it offers several other options, including small-claims court or a credit-card dispute, as possible alternatives.

But a few weeks ago on this site, I confessed that I hate using the rejection letter when someone turns to me for help as a consumer advocate.
Read more “3 sweet lies you should thank a company for”