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I GOT A RESPONSE FROM THE AUTHOR!
You're seeing it right when I am... it just arrived and first thing I am pasting it here for all of you to read, before I even read it.
Thank you for writing. Your e-mail was shared with Bob Sullivan, author of "Don't Get Hooked by Hidden Fees". Here is Mr. Sullivan's response:
"Good Housekeeping forwarded your message about my hidden fees article in the June issue. I really appreciate you taking the time to criticize the story and put your thoughts in writing.
If I am reading the tone of your message correctly, I think you are ultimately saying that consumers should always treat clerks and others with respect, and on that I wholeheartedly agree.
I think we might disagree about what that means when it comes to vocalizing complaints, however. I believe it is acceptable to raise your voice and to show genuine emotion in order to make sure you are heard, particularly in environments where you are being ignored. In fact, I would encourage all consumers, men and women alike, to quite literally “speak up” when the situation calls for that. I do believe that colloquialism speaks for itself.
I think cultural and local etiquette has something to say about this subject. I grew up right outside New York City, where people who cannot or will not raise their voice might as well be invisible. I know in other parts of the country that would be considered strange behavior. In Seattle, where I lived for 10 years, no one ever raises their voice.
I also believe there are many shades of gray between yelling and speaking softly. I believe there are ways to speak a bit louder than normal to demand respect and attention that don’t involve screaming and intimidating other people. And I believe there are times when that is absolutely appropriate. And I think it’s impractical to suggest keeping emotion out of such confrontations So while I would agree that yelling, screaming, or being outright disrespectful are rarely productive or justifiable, I would beg to differ on the notion that raising your voice is never acceptable.
Finally, if you are a front line employee at a company who must endure these kinds of emotional reactions from consumers, I think it is entirely appropriate for you to forward on the consumer to management. People who own the company should know that their policies are sparking that kind of response; you should not be called on to insulate owners from angry consumers. Few things motivate change in corporate culture like the meeting of an owner or upper manager with a genuine emotional reaction from a customer ".
Sincerely,
Marjorie Cubisino,
Director Consumer & Reader Services Good Housekeeping
You're seeing it right when I am... it just arrived and first thing I am pasting it here for all of you to read, before I even read it.
Thank you for writing. Your e-mail was shared with Bob Sullivan, author of "Don't Get Hooked by Hidden Fees". Here is Mr. Sullivan's response:
"Good Housekeeping forwarded your message about my hidden fees article in the June issue. I really appreciate you taking the time to criticize the story and put your thoughts in writing.
If I am reading the tone of your message correctly, I think you are ultimately saying that consumers should always treat clerks and others with respect, and on that I wholeheartedly agree.
I think we might disagree about what that means when it comes to vocalizing complaints, however. I believe it is acceptable to raise your voice and to show genuine emotion in order to make sure you are heard, particularly in environments where you are being ignored. In fact, I would encourage all consumers, men and women alike, to quite literally “speak up” when the situation calls for that. I do believe that colloquialism speaks for itself.
I think cultural and local etiquette has something to say about this subject. I grew up right outside New York City, where people who cannot or will not raise their voice might as well be invisible. I know in other parts of the country that would be considered strange behavior. In Seattle, where I lived for 10 years, no one ever raises their voice.
I also believe there are many shades of gray between yelling and speaking softly. I believe there are ways to speak a bit louder than normal to demand respect and attention that don’t involve screaming and intimidating other people. And I believe there are times when that is absolutely appropriate. And I think it’s impractical to suggest keeping emotion out of such confrontations So while I would agree that yelling, screaming, or being outright disrespectful are rarely productive or justifiable, I would beg to differ on the notion that raising your voice is never acceptable.
Finally, if you are a front line employee at a company who must endure these kinds of emotional reactions from consumers, I think it is entirely appropriate for you to forward on the consumer to management. People who own the company should know that their policies are sparking that kind of response; you should not be called on to insulate owners from angry consumers. Few things motivate change in corporate culture like the meeting of an owner or upper manager with a genuine emotional reaction from a customer ".
Sincerely,
Marjorie Cubisino,
Director Consumer & Reader Services Good Housekeeping
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