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Dumb-Ass Stupid Management: The Wall Street Journal

Dumb-Ass Stupid Management: The Wall Street Journal

The WSJ asks me to renew my digital version. They send me an online code, which their site will not accept. The site says that the code requires a phone call, despite the fact it’s supposed to be entered on the site.

A phone call places me in the Philippines, with a guy who can’t speak English well and keeps repeating scripted questions. When I ask for a supervisor he puts me on “hold” and leaves me there.

I then try the “live” online help, where I get another guy in the Philippines. He does manage to have someone call me on my home line within 10 minutes. This person also keeps repeating himself and, when I get the promised email to click a link and verify my address, it doesn’t work!

How can this dignified newspaper—which absolutely hounds me many months early for print and digital renewals—be so screwed up in its customer service? I’ll tell you how: Dumb-Ass, Stupid Management. You can see how effective it is, for example, outsourcing customer service to the Philippines.

© Alan Weiss 2014

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 11

  • J Mike Surratt

    April 7, 2014

    I was reading Denny Hatch’s new book this week “Write Everything Right”; he has more than service problems with WSJ: e.g. cutesy articles on the front page where it use to be serious and concise news. Basically WSJ has lost much of its prestige.

  • Tim Wilson

    April 8, 2014

    It’s been going done hill since it became part of the Rupert Murdoch collection of newspapers.

  • alan WEISS

    April 8, 2014

    Excellent point, and a damn shame.

  • Peter McLean

    April 8, 2014

    Was thinking the same thing as Tim. Murdoch-isation would also explain the lousy outsourcing and IT. We saw how father + son operate through all of the phone hacking scandal.

  • anthony

    April 9, 2014

    Alan, what are your thoughts on Forbes? They seem to have some powerful content in many of their articles and not as quick to jump on the big government solution that other publications push.

  • alan WEISS

    April 9, 2014

    I’ve given up on Fortune, so Forbes is okay, but I’m not blown away.

  • Noah

    April 9, 2014

    It seems many papers succumb to the loss of their voice and prestige in an attempt to reach a winder audience as J Mike Surmatt mentions above.

    I don’t read the WSJ, but I love my iPad subscription to the Times. They do some incredible annoying things though.

    I’m constantly hounded with “come back and resubscribe offers” even though I’m still paying each and every month.

    I can access my subscription on a desktop, laptop, and iPad – but not an iPhone. I need another subscription for that.

    Lots of DASM out there.

  • alan WEISS

    April 10, 2014

    You spend a fortune on advertising, then you make it difficult to subscribe to various modes rather than have an all-inclusive subscription, you outsource inevitable customer complaints to the Philippines where they are laughably inept, and then you monitor nothing, so that complaints and comments on social media are missed or ignored. Great plan to become extinct.

    • Craig Martin

      April 10, 2014

      I believe that’s what happened to Triceratops weekly and the Dino Daily.
      Outsourced their customer centres to grumbling cave folk.

  • alan WEISS

    April 10, 2014

    Someone in the Philippines wearing a Yankee cap, reading a script, and unable to speak colloquial English is simply infuriating if it’s supposed to represent a company’s regard for its customers in the US.

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