PODCAST 430

You’re Not That Hot Anymore. Are the institutions of our society failing us, or just failing to live up to their over the top narratives? A bad customer service experience leads into a discussion – presented as sort of a rant but meant as a question  – about whether the business models and technology that seemed so forward five to ten years ago don’t seem that way at all now. Technology companies, Internet Service Providers, consumer products, office supplies, services, health care, travel, utilities and all kinds of services in the western world seem to have stopped progressing in terms of service to the customer a few years ago. No longer is it good enough to deliver a great product or service, you have to have an ‘amazing’ story, be saving the whales, or making your product in some aboriginal prefecture where you pay fair wages and post the obligatory pictures of building schools, or handing out water at the local marathon or breast cancer walk. What happened to buying a toaster that works, and when it doesn’t being able to rely on a customer service approach that says, “Yep, here’s a new one”? Instead you get protocols, upsells, long waits at the help desk (with the same three songs that play over and over) bored, surly or overwhelmed ticket agents, or admissions ‘techs’. The gauntlet of nose-ring festooned ‘greeters’ sporting ‘man-buns’ or just plain mean city, county, state and federal workers is actually the new normal. We need to talk about it, and we need to fix it. Is the problem that companies are spending too much time saving the whales, and not enough time saving the customer? Or is it excessive government regulation, poor economic growth, or we’re just not as competent as our ‘amazing’ history and resume says we are? No institution in our society is more dangerously corrupt and incompetent than the government, despite what the politicians say about Wall Street. What can be done? Meanwhile…still on hold with customer service. Sponsored by X Government Trucks and Pride of Homes and Luke Team Real Estate. (Editor’s Note: Podcast 429 isn’t done yet, and will be on the way…so here’s podcast 430. Don’t worry you didn’t miss one.) 

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Podcast 328

Net Neutrality. If you were called on to explain something called ‘Net Neutrality’ could you? Most people can’t, and many in the telecommunications business are challenged when it comes to explaining it in terms ‘regular’ people can understand. In spite of this, the FCC has issued new rules regarding Internet Service Providers based on something called Title II, of the Communications Act of 1934. Hey! Did you fall asleep? These new rules – now pay attention – reportedly begin government regulation of Internet Service Providers in a way similar to how telephone companies have been. With the passage of the new regulations, media coverage of this issue has exploded. Now, the earliest these rules can go into effect is this summer, and there will be court challenges, and public pressure brought to bear in the meantime. The FCC is supposed to be an independent agency within the executive branch, and FCC Chair Tom Wheeler was in favor of a lighter touch here, until President Obama issued a video purported to be directed to the public, but the audience was in fact Tom Wheeler, appointed by the President. So, Wheeler knuckled under and issued harder regulations. Reportedly, supporters of Net Neutrality (oddly enough mostly on the political left) issued as many as four million emails supporting the President’s version. If you are one of those people slapping the table and decrying another power grab by the President, how many emails did you send? The real issue here is the increasing power and proliferation of government agencies controlled by bureaucrats appointed by executives to issue rules with the force of law, controlling our lives. The last months of the Obama Administration will be one wild ride after another, triggered by executive order, executive memoranda, or prosecutorial discretion. This is the reason every little thing in life seems political, and its the reason people who want to cut the Gordian Knot of Government have to get involved and stay involved. Sponsored by Baklund R&D. 

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