When I came back into the country five years ago, I was pretty sick of renting movies at Ballbuster (and a few other places) because they were usually staffed by teeny-boppers who were more interested in playing Playstation games behind the counter than actually helping anyone.  I figured if I could “cut out the middle man” and actually get the movies I wanted, it’d make things a lot more simple.
     I took the plunge, signed up with Netflix.com, and couldn’t be happier.

     While living in DC, it was easy.  I could drop my returns in a government maildrop, and the very next day, I’d have a fresh DVD.  After moving back to Knoxville — my hometown — things got a little worse.
     Certain Post Offices in Knoxville just suck.  They lose things, don’t deliver things for weeks, hold onto things, send them back “Addressee Unknown,” and a multitude of other, more destructive, handling errors that make me wonder if they’re not getting their staff from a soup line somewhere… and God knows there are plenty in this burg…

     I’ve had one particular movie out for quite a while.  I finally watched it a few weeks ago, and dropped it in the mail with three others around July 22nd.  Two arrived back at Netflix on the 25th.  One arrived back 26th.  One still hasn’t arrived… Meanwhile, three more DVD’s were shipped out to me on the 25th and 26th, but I still haven’t gotten the bloody things.
     Imagine my surprise earlier today when received e-mail notification that the three they’d shipped to me had been received back at Netflix…

     I called Netflix Customer Service — for the first time in ages — and spoke with a rep named Mary Ann.  She went through the usual steps, verified my address, and found that the DVD’s had actually looped from the Post Office.
     “Typical,” I told her.  “This post office blows… If you look back in my history, you’ll notice every shipping problem I’ve ever reported was from this specific place…”
     “You know what, you’ve been a good customer for a really long time,” she said.  “Nearly five years.  Wow!”
     We talked a bit more about the problems, and found that the new Netflix policy allows them to go after a specific Post Office on behalf of a customer when there are more than three incidents within a ninety-day period.  Good news!
     “While we’re waiting for problems, and I sincerely hope you don’t have any, I’m gonna knock 25% of your charges for the next few months, and give you a couple of vouchers for extra DVD’s,” she said happily.
     “Are you serious?” I asked.  It clearly wasn’t the fault of Netflix.
     “Well, I wouldn’t do this for a customer that’d only been with us for three months, but like I said, you’ve been a good customer for five years, and you deserve a little extra something,” she explained.
     “Wow!” I exclaimed.  “I really appreciate that!  Thanks!”
     “You’re very welcome!”

     My complaint wasn’t with Netflix, and I had questions. She understood my questions, answered them, gave me a number of things I could do to assist in rectifying the situation and then went out of her way to give me a few courtesies for being a long-time, loyal customer.
     Now, seriously, how often does that happen when you call up with inquiry?
     And how could I not refer other people to them given that sort of experience?

     Really, customer service has sucked almost everywhere for a while now, due in no small part to the cost savings of setting up middle-of-nowhere call centers with completely untrained staff who don’t know the product or technology and simply aren’t used to dealing with people.  And foreign outsourcing only makes that sort of thing even worse…

     Fortunately, Netflix has US-based call centers filled with polite, friendly and knowledgable staff who are truly interested when there’s a problem.  That’s almost unheard of these days.  (Well, unless you’re dealing with one of my companies — heads will roll over poor Customer Service)   

     As a representative of her company, what Mary Ann portrayed today was a business with a proper, correct and reputable mindset.  It’s no wonder they’re the biggest and brightest, even though there are several more inexpensive alternatives.
     95% of the DotCom start-ups out there (and cellphone carriers, service companies, fast food, etc. etc. etc.) believe in attracting “New Business” all the time.  They utilize Blitzkreig customer service and Viral marketing which ensures that they sell “one” of everything they offer to every person in the world, and move on to the next customer. 
     High customer turnover isn’t good for anyone; the methodology is entirely incorrect in any business, and especially bad for a Service company where solid customer relationships are crucial for maintaining long-term, residual capital.  Regular, established customers are the ones who continue to come back, refer new business, and stick with you through the lean times.  They’re your best marketers, and they deserve to be treated with a little dignity.

     Netflix, very obviously, gets that.  It’s refreshing to see that they instill those values in the Customer Service reps, as well.

Live at The Pilot Light in Knoxville’s Old City

Saturday, August 4th – 9PM – $5 Cover

Where redneck meets punk — and kitsch collides with bitch — you’ll always find the Rude Street Peters!  Once touted as “Knoxville’s drunkest band,” the Peters have enjoyed two decades of cult-like following. 

With hits like “Snakesnatch” and “Stumbling Tumbleweeds,” the band continues to be a splinter in the eye of those who consider that all music should be for mass consumption.  Put simply:  They beligerantly don’t give a f$*& what you think.

From their site:

MOONSHINE SWILLIN’, DOPE SMOKIN’ PUNK ROCK FOR THE WHOLE FUCKIN’ FAMILY ! WITH THE I.Q. OF A RETARDED MULE AND THE LIVERS OF 49 GEORGE JONES’ , THE PETERS MAKE MUSIC THAT BELONGS IN A SNAKE HANDLIN’ CHURCH JUST AS MUCH AS IT’S AT HOME IN THE SMOKIEST OF DIVE BARS. BUY OUR SHIT HERE OR HERE.

     So … Hey … Be there … Or don’t.

No, no.  I know what you’re thinkin after that skanky blog from weeks gone by, but no.

Everybody has a thing about grabbing hold of and/or making pictures of my boobs.  Don’t ask me why.  I have no idea. Could it be that they are just so damn touchable, lets say like Charmin?  But God gave ’em to me to put pretty bras on, so I do.  Then,  Zacque or Robyn or any number of other Pirate types, end up snapping pictures of them.

This is my birthday squeeze. 

Why I got molested here is way beyond me, as this was Niki’s birthday.

The Darkside double-dipped with me & Robyn.  The little perv.

The full on Pirate Grope.  Jeez.

Becky goin for the goods.  Heh.

Yup. Molested by Susan, too. Look at that face.  Tell me she didn’t like it!

Group boobie grabbin’!

Notice, I’m innocent. I’m always the grab-ee, not the grabber!

As my wonderful blog about LUST didn’t strike anybody’s fancy at all, I kind of went into blog hiding.  I mean, although I haven’t changed my view on my human nature, maybe I shouldn’t have been so darn candid about my personal life.

Regardless of that, it was how I felt at the moment and as with any other facet of life, I pressed “publish” before I really thought about offending anybody.  I apoligize to anybody who read it and thought, “That girl’s going straight to hell.”

     Today’s Asshat comes to us from a magical place where there there was never slavery, no judgmentalism, and is completely devoid of religious and political extremism.

     Yes, of course I’m joking.

     He’s from north-central South Carolina.

     I can only assume this is some ridiculous retort to a recent statement I made, “I’m a lot more than just the sum of my experiences…”  But I wonder why he didn’t leave it in the comments, in that context, instead of giving me such impressive ammunition for an Asshat of the Day post?

     Via the Contact form, this so-called Doctor of Psychology writes:

From: Dr. H.T.B., Psy.D
Date: July 31st 2007, 9:34AM

It is wrong to think that you are more than the sum of your experiences.

It is even worse to combine it under religion.
Your deep faith commits you to slavery of a false ideal.
You are subservient to other masters.
You have righteous indignation.
The worse you feel the more you believe.
Your free will disappears.
It is an arrogant philopshopy of exclusion that breeds hatred.

You are the sum of your experiences and nothing more.
Your are flirting with disaster to think otherwise.

     I’m impressed with your amazing powers of observation, dude!  You must have been wearing your tinfoil hat to have such keen insight into all of the secret messages in the post.  *snicker*
     If you got all of that from a blog post, you’re more f$&*ed up than a football bat.  

     Where did you come up with the idea that I had “deep faith?”  Where did you come up with the idea that people who spiritual or religious are a bunch of exclusionary, hateful bastards?
     While I can agree with this viewpoint in certain cases (i.e. followers of former Asshat Award recipient, Fred Phelps), it’s certainly no reason to condemn every one of them.

     Doc, you apparently think anyone who mentions a Maker is a religious zealot, who’s a slave to false ideals and just out there to screw with people.  People like you, perhaps?  Did you have a bad experience with someone who was deeply religious?

     Seriously, I think you might need to try some of the advice you’re so quick to dole out.  Maybe you should take one of those pills…
     You know…
     The ones with a small risk of sexual side effects, but they are rare?
     Of course, both taking the pill and noticing any sexual side effects would require removing your head from your ass… You’re flirting with disaster to think otherwise.

     It’s a little disturbing that someone who claims to be a Doctor of Psychology doesn’t remember the basic tenets of his practice.  Perhaps some remedial study is in order…
     We are all the sum of our experiences, but it’s the way that we deal with them that defines who we are.  We can succumb to bad experiences and reflect them into our every day lives and be unhappy, or learn from them and move on in order to better ourselves and become well-adjusted.
     Me, I’ll take the latter.