Yesterday, I wrote about a stellar service example (dot #4529) while today I’ll share the other extreme. Our local newspaper believes it is necessary to change its print schedule from six days/week to three days/week. Soon after that decision was announced (but before it went into effect), our carrier quit. As a result, the paper I used to read every morning now arrives closer to noon — still six days/week, but of far less interest by the end of the day when I get it.
I have received zero communication from the newspaper about this, even though it has been going on for weeks. No explanation, let alone an apology. Heaven forbid, no rate adjustment. I only know that the carrier quit because I flagged down the person who delivered it and learned that she was just “helping out” because of the resignation of the carrier who had 11 routes.
If this many people are affected, it would seem wise to have explained it, or, ideally taken extraordinary steps to rectify it. But nothing. Radio silence. So, every morning, instead of reading my paper, I instead call circulation and file a complaint with the robot, which is unacknowledged as well.
Brands and businesses are all about trust. Be like the flight attendant and not the newspaper to build yours.
