Honey Pot

The term "honey pot" is used to refer to a way of seducing or trapping someone.

"Legitimate" businesses now find that they can only get money through this method.

I was going to send a friend a birthday card.  All the sites from major greeting card companies claim "Free" service.  In each case, one selects and fills out a card, only to be required to "join."  Joining requires providing them a credit card number for the "Free" membership.  The "Free" membership converts to an automatic monthly charge to your credit card.

The hope is that one will forget to cancel in that time and that the company gets a monthly charge out of a percentage of users who are too busy to have a system in place to cancel their membership.  A smaller number will continue to be billed for months.

Pretty sleazy!

1. The more places one uses one's credit card online increases the chance of theft of the credit card number and identity theft.
2. Businesses that use this technique are admitting that their value and the experience are not enough to have people pay for the services.
3. These companies are not upfront in their business practices.  "Gotcha" policies identify that a company has no ethical or moral underpinnings.  Their business model depends on taking advantage of people.

Just as we have the "Can Spam" law, a law must be enacted that requires any company advertising using the word "Free" must clearly add any restrictions and requirements every time the word "Free" is used.  Even an asterisk leading to tiny print would be a clear enough warning.

WashDOT, Let me explain the purpose of a sign

 I got an email today from the Washington Department of Transportation. It had a link to a video that would help you read the signs on the Good To Go lanes on route 405.

When you need a video to help you read a sign,  doesn't that tell you something? Is the solution to a confusing sign to create training for it?

I think the correct phrase is, "epic fail."

Crystal Ball Required

I went to the Toys R Us website today to figure where the closest store is.

It works much like others.  But then I noticed something.  Each location has a backwards R (which is their icon) next to it.  These "R's" are in either Blue, Purple, or Green.  There is no legend or nothing to explain the difference.

Initially, I didn't notice that some were purple (too close to the blue).  It SEEMED that the Blue ones were only TRU and the Green were both.  Then I realized that didn't hold.  Perhaps I needed a crystal ball.  Better yet, I should have purchased a Magic 8 Ball from them.  (If you're under 30, look it up.)

Clicking on Chat, I asked to provide feedback.  At first the person said there was a legend.  (Good approach--tell your customer that s/he is either blind or dumb.) Then I gave him the link and he realized there wasn't.  He then explained that it had to do with the availability of pickup--next day, 10 hours, etc.

He then gave me a page that showed me the options.  But there was no way one could see on that page, to which store it applied.

If you're going to use symbols, explain what they are.  In my "role" to make the Internet user friendly, I found the contact us list.  Guess what....choices include live chat, phone or Facebook.  Facebook would be the best as it embarrasses the company, but I wanted to just drop an email.

If you study personality types (Myers-Briggs, or the dozens of others), personality types have different preferences for communication:  face to face, email, phone, etc.  By not allowing email contact,  they miss feedback from about 20-25% of their customers.  And since those customers have different buying patterns, they are working without any knowledge from those people.

By the way, on the pathway to the "Contact Us" dead end, they answer questions about the PIN Number on Gift Cards.  I think PIN Number is a term created by the Department of Redundancy and Repetitiveness Department and Division.

Guess again

Traveling in Seattle requires mapping programs, a strong stomach, and the willingness to drive around confused.

Here's a great example.  Traveling West (left) on route 518, one wants to go to the Tukwila International Boulevard Station.  This is one of the stops on the Link, a great train that travels through Seattle.

So on 518, there is a sign saying to exit for the station at 1.  As you travel down, you must select the right turn at 2, the left turn at 3, the right turn at 4, go straight at 5 and right at six.

There are NO more signs after the one at 1.  You're driving and have to make five fast guesses.  Since you have a 50:50 chance of guessing correctly if you've not done this before, your chances of getting there are about 3%.

Or, you can close your eyes and Trust the Force.

Internal Compasses

It's been discovered that many migratory birds and insects have internal compasses that help them migrate.  Cool!

But the city of Seattle seems to think that people also have this.  Maybe we do, but I don't know many who can really access it.

The following are actual signs.

I've been all over the country.  I've never seen a city that requires one to have a compass to park.  Of course one could use a sundial, but that wouldn't help at night.....or the 300 out of 365 days in Seattle where one cannot see the sun.

Customer Service Surveys

Don't you love the surveys asking how a company has responded to your request.

1)
I use to bank at PNC in NJ.  PNC only provided phone numbers of the local branch.  I had a complicated set of accounts and needs that were beyond the local branch.  I loved the folks there, but I had special needs.

The toll free number was unable to help.  There was no ability to escalate.  No contacts for headquarters.  And since each group I reached at customer service could only do one thing related to one account, no one could ever help.

But that's history.  I'm happy to be rid of them.

I visited the branch sometimes three times a day.  (I had a retail business--deposits, getting change, etc.)  Each time I went I got a customer service survey.  Since I just saw that teller 9 times in the past few days, how do I answer the question of "Did the teller ask you about loans?" (I already had one.)  They only wanted to know what the teller did and how the teller was.

The tellers were great.  The institution sucked.  Their only concern was was the teller doing the job of selling me the right stuff.

2) It's not uncommon to have service requests that may take a few calls or emails.  A week later, I'll get a questionnaire.  But who am I evaluating?  I made 3 calls.  And who can remember how long I had to wait on a phone call a week ago? Why can't I get the questionnaire right after a call?

3) Often the questionnaires ask if the agent solved my problem.  Sometimes the answer is NO, but the agent was great.  If policy prevented them from being able to help, or they didn't have the power or knowledge (based on COMPANY policy) it's unfair to answer the question correctly.

4) I had received a router from my ISP.  I had some questions that were particular to that model.  I contacted the company.  No response.  Two months later I received a survey and a chance to offer feedback.  I wrote back stating no one ever responded.

Two months later I received a questionnaire about how they responded to my second request.

If you don't respond, why ask me whether I was satisfied?  And why send a second questionnaire about my response when you didn't read the response?

Sometimes it would be better not to ask.  Your surveys don't seem to be concerned with my satisfaction--they seem to be a way that you rate those people who don't have the ability to provide the right answer.

Catch 22 at University of Washington

Washington State has an incredible program in which many people may audit courses at (most) State Colleges for free.  Of course no credit is given, and there are reasonable restrictions.

After making multiple calls and emails with State Government, no one was able to tell me which schools were involved.

(the above was a bit of history...a little amuse bouche, as it were.)

I went to the University of Washington Web Site about the Tuition Exemption program.  As I read more, it led me to pages which included classes.  But I couldn't see any information about the details unless I logged in.  I don't understand why, but...

Logging in required a UW Net ID.  As I've never had one, I selected the option to get one.  The selections included State Employees, current students and multiple other categories.  The closest one that would apply to a member of the public (merely trying to find out course information at this time) was to select "Prospective Applicant."

Selecting Prospective Applicant, I was required to supply a Private Access code.  It also provided a number for the IT Department.  Calling the IT Department, I explained the situation and was asked what my UW Net ID was.  I once again stated I was trying to get one.  She asked if I used to have one.

She referred me to Admissions.  All information was divided into Freshman, Transfer, International or PostBac.

So their own site about Tuition Reimbursement referred me to look up course information that required IDs.  Then there seems to be no way to get an ID, other than apply as a student?  (Damn, I hope I don't have to retake my SATs and fill out the damn essays again!)

So using GOOGLE search, I found another page.  It says I have to apply as a Non-Matriculated student.  That costs $60.  But I'm not even sure IF I want to attend these classes until I can read more about them.  They seem to have restrictions, but I can't find out.

So I pay $60 to read a course catalog.