So, you think I'm stupid??!?
August 13th, 2007 • Posted by SpaBoom Staff • Permalink
A few years back, I bought a large shake from one of those popular ice cream parlors (hint: The number of ice cream flavors they claim to have is in the thirties). The teenager making my shake — who obviously wanted to be anywhere else — filled the cup (literally) one-half way up and while standing right in front of me, put the lid on top of the cup and then shook the cup so the liquid hit and covered the bottom of the lid, making it look like a full shake.
Do you think I'm stupid??!?
Just a few months ago, my wife and I put her house up for sale or lease. We decided to lease it, because it's located in a Detroit suburb and we couldn't sell it without losing money. Well, IRS tax rules prohibit one from claiming a capital loss on the sale of one's primary residence, although this can be done for investment property. Leasing it for a year or so will turn our property into investment property. Bingo. The loss becomes a tax write-off.
Unfortunately, at the time of closing, our real estate agent attempted to have us sign an addendum to our real estate contract with her, that entitled her to additional commission if we should ever sell the house in the future, as well as a large "closing fee." In other words, instead of telling us about different fees at the time of listing, she attempted to blackmail us at the closing.
Do you think we're stupid??!?
Just this last Saturday, I flew Southwest Airlines to speak at this week's Spa Owners & Operator Business Clinic, hosted by the Day Spa Association. I travel frequently, and have noticed the baggage weight limits change over these past few years, carrier by carrier, from 70 pounds down to 50 pounds. Today, the agents are carefully scrutinizing the weights as never before. I for one, find it absolutely ridiculous that if my bag is 51 pounds, I must transfer something from that bag to my carry-on or pay a $25 fee. It's the same weight on the same airplane. The agent gave me a range of excuses, all as stupid as the next: "We're trying to protect our baggage handlers from heavy bags," "We're trying to cover the expense of higher fuel costs," "It's the law," and "A plane went down a few years ago, and they determined it was due to excess weight in the baggage hold."
Let's think about this:
- If they are trying to protect their baggage handlers from heavy bags, charging $25/heavier bag doesn't protect the baggage handler. They don't see that extra cash, and "overweight" bag tags appear to be used very inconsistently.
- If they are trying to cover the expense of higher fuel costs, how are they saving on fuel when the same weight is on the same airplane?
- While there are plenty of rules and regulations concerning carry-on baggage and weight balance, I am unable to find any FAA rule or regulation that governs the weight of checked luggage. What I do find, are "recommendations" and "advisories" that appear to leave the weight limit of checked baggage to the discretion of the individual air carriers.
- I can't find anything about the alleged flight that "went down" and caused the entire industry to change its rules on checked baggage weight limit. I found an interesting article at AnitaVacation.com that summarizes the various checked baggage weight policies at the various carriers, which seems to suggest there isn't a specific law governing this nor did the change happen overnight due to an unfortunate disaster.
Do they think we're stupid??!?
The truth of the matter is, the airlines have found another way to generate revenue. Pure and simple. I'm actually okay with the airline carrier's attempt to generate more revenue, I'm just annoyed when they think we're stupid and serve up stories that defy logic and common sense.
As Chief Operating Officer and Corporate Counsel for SpaBoom, I worry about creating rules or procedures that our customers will think are stupid, or worse, think that we think they're stupid. For example, we cannot ask for card codes when a spa elects manual CC processing. This is a regulation by Visa, MasterCard and the others card companies (See PCI Compliance Guide). As a company, we work very hard to get rid of or remove "stupid rules." We also have a firm belief that hidden charges and costs are wrong. Sure, we may be forced to enforce another's rules (i.e. PCI compliance), but we'll tell you exactly the reason we're doing this. The day we become too large, or too bureaucratic, and start thinking our customers are stupid … is the day we die.
With that said, I'd love to hear about "Do you think I'm stupid??!?" stories! Please share, and of course, if we at SpaBoom are the cause of this sort of ire, please !
Recently, my bank merged with another bank. The process began quite slowly. We were told that we could bank at any of the other chain's banks (make deposits, etc.). But guess what? I tried to make a deposit and they would accept my checks, but not my CASH! When is the last time you went to a bank and your cash wasn't good?!
Once the complete merger occurred & the online banking changed. The directions said one thing… but you actually had to call in. Why not just say "call in?" Do you think I'm stupid. Plus, I had been able to download my bank info into quicken FREE previously. Now the bank was going to charge ONLY $15.99/mo. Did they think I was stupid? Not notice that I was going to have to start paying for something that they had offered free before? I asked customer service people their answer… "Oh, was it free before?"
Has anyone but me noticed that the cellphone comapnies have conjured up new "fees" and "government charges" that aren't being charged by the government? Their low, monthly rate becomes much higher after all the junk fees they build in. Do they think we're stupid?? I called the FCC and I was told to request a "rate review form", they would respond within 180 days (that's six months, folks!) and notify my carrier if there was an issue with their charges. Thanks a lot!