For the past two years, Consumer Reports has compiled what it dubs an annual Naughty & Nice List of company policies and practices that cover a gamut of industries, including automotive (BMW, Honda) apparel (Kohl's, Nordstrom, Forever 21) and even hospitality (Drury Hotels).
This year, the third time the group compiled such a list, I believe truckers can gain some good insights from the “naughty” and “nice” policies highlighted by Consumer Reports – particularly where the list touches on the concepts of adding fees and whether or not “extras” should be included in the base price for services.
He also added that overly long “on hold” telephone waits and other such poor customer service traits aren’t enough to get added to this list. Rather, it’s an effort to really shine a light on specific company policies that can either improve or worsen a customer’s experience.
This list, by the way, is compiled based on input from Consumer Reports' reporters and editors who cover shopping, travel, hospitality, and telecommunications – as well from comments posted to the group’s Facebook page.
OK, so here are a few of the “naughty” and “nice” company policies and practices highlighted by Consumer Reports for 2012”
NAUGHTY
- Ticketmaster: The king of sports, music, and entertainment tickets charges customers $2.50 per order to print out their own tickets? That’s especially hard to justify since Ticketmaster will ship tickets for free via snail mail. But the company’s got that angle covered, too. If you choose to have your tickets mailed for free, Ticketmaster says they’ll ship within a leisurely 10 to 14 days of purchase, insufficient lead time for some events. Thus, you’re forced to trade up to expedited shipping (starting at $14.50) or choose to print then yourself. Gotcha!
- CompUSA: We have a pet peeve about so-called “freebies” automatically added to orders that force consumers to unclick the item so it’s not added to the shopping cart. When we shopped for a toaster on CompUSA’s website and went to checkout, a “free” download for computer antivirus software appeared on the invoice. The freebie, it says, lasts for six months. Afterward, you’ll get a bill for $49.99, according to a customer representative we phoned, unless you cancel before the subscription period ends.
- Time Warner Cable: The Internet biggie joins a list of other providers to charge a monthly fee (in this case $3.95) to lease a cable modem.
- BMW: Getting stuck with a flat tire isn't the best way to find out your car didn't come with a spare tire or jack, but BMW owners may experience just that. The carmaker's models now come with run-flat tires or a Mobility Kit, which can get you to help after a minor puncture. The disappearing-spare syndrome has been spreading to include even economy models from Hyundai, Chevrolet and others.
NICE
PNC Bank: In Consumer Reports' survey of 10 banking giants, PNC was the only one to offer a free basic checking account. What's more, the institution doesn't require customers to maintain a minimum balance to keep this freebie.Home Depot: Sometimes the worst part about getting a new appliance is the difficulty or expense associated with disposing of the old one. Companies that offer to “remove” the old product may simply lug it curbside; anything else costs extra. Home Depot will haul that old refrigerator or dishwasher off your property without charge. The delivery crew will also uncrate, set up, level, and test the new product.
For truckers, I think one of the biggest takeaways from this list should be the very important role providing a little something “extra” in everyday service plays in winning – and keeping – a customer’s business. That’s an area that offers plenty of room carriers and drivers alike to work together upon.