|
My final observations on the way out of the thread:
1) I don't run a money business, but I know what my considerations are when I'm thinking about doing business with one. And since there's never any way to tell who is going to do a Mallick in advance, all I have to go on are the most superficial indications of trustworthiness.
2) So, if I *DID* run a money business, I'd want to run it like I was the most trustworthy guy in the world. I'd want to make like I was worried about my customers' last pennies. I'd want to look more honest than George Washington lecturing the Pope.
3) And that means, if there was ever a situation where it looked like one of my customers might have gotten the idea that a customer service rep lied in a way that cost him money, I would have bent over backwards to refund that money before the matter became public. It doesn't really matter what the underlying truth might be, or whether the customer was actually correct. This is definitely one of those cases where what the customer believes and will communicate to the world is the only opinion that counts.
4) And once the matter DID become public, I would go to the greatest of lengths to correct the problem. No waffling about forensic accounting to find out who is in the right, the important thing is to correct the public appearance that a customer lost some of their money because a Paxum person told them a whopper. You can't really undo the impression about the whopper, but the money is easy, you just reverse the charge.
5) That could have been done -- and publicly stated -- a whole bunch of posts ago.
6) Since it hasn't been, this thread is and remains a massive public relations fuckup and train wreck in progress. QED
My last post for a day or two, as I am about to hit the highway with my girl for some travel and entertainment. Good luck!
|