Free grading benefit will be addressed

BJ

This morning I read the entire thread that Paul began on Wednesday and am responding separately so that my message is seen and perhaps read with a fresh perspective. I have a feeling that some may have not seen one of my last posts on Wednesday, or perhaps saw it, but chose not to believe it, because I noticed that some of your posts were getting really pretty cruel towards the end. I apologize for not posting sooner, but yesterday I was very busy validating your sets (Gayle Kean is on vacation), adding new sets, and responding to some customer service database issues.

As I mentioned in Wednesday’s post, those who know me know that I always do what I say I am going to do. Sometimes it takes me a little time, but I always get to it. I have said that we will review the free grading policy as soon as we can and we will make it right in the best way we can. There are some doubting Thomas’s I’m sure, but then, those people may not ever have had contact with me first hand. For those who recognize the fact that I just can’t waive my wand and make a new policy appear, thank you for your patience. Our decision making process will be the result of discussions between Rick Montgomery, Joe Orlando, and myself. Rick will consider the financial impact of a new policy, Joe will consider if a new policy makes sense from the public relations stand point, and I will consider the logistics.

The person who made the point of reality vs. perception is right on and because there is no doubt that there was a disparity between what the policy is and what people thought they were getting, the free grading issue will be addressed.

There was a person who thought I was being very defensive, and I will say that you were right as well. As an employee of this company, I feel it is my responsibility to define the policy. I know you did not like what you heard. And believe me, if I could turn the clock back in time to rewrite the policy, I would. If you thought I was being non-customer service friendly, that wasn’t the intent. Some of you have mentioned that you have had disappointing customer service experiences with PSA. I really can’t address that issue, because I’m not involved with PSA’s grading end of the business. But I can address customer service with regards to the Set Registry, and think that most of you will have to agree that Gayle Kean and I have provided you will quality service. And since that is the case, there should be little doubt in your mind that the free grading issue will be addressed in a way that is customer friendly.

I don’t spend much time on the message boards due to time constraints and after this post, I’ll be busy again with validations, etc. But please, if you feel your question wasn’t addressed in Paul's thread, by all means, email me directly. I normally respond to emails within 24 hours if not sooner. Or, I’ll be happy to return any phones calls if you leave me your number. And, if you have any ideas at all about a policy that makes more sense for both you and PSA, please send me your suggestions. Many changes we make in the registry are a result of feedback I have received from you.

Thank you.

brucemo

A few things:

1) The people who are going on about the customer always being right are bananas. Sometimes the customer is a whining idiot.

2) PSA doesn't owe anyone anything. You make the set registry available, and that should be enough -- there is no *need* for free goodies.

3) If you are going to give away free goodies, please don't be incredibly stingy. Just tell people that if they make it 3/4 of the way through a set, that you'll give them some free grading. It might be a bookkeeping hassle for you to keep track of which sets have been "freebied", but the 5-day thing is too weird and should be done away with. If there is a problem with people sticking you for free grading on small sets, just limit it to sets of 100 or more cards.

Thank you,

bruce

SKINSFAN

OUTSTANDING BJ now it is our turn to give the fine folks at psa a chance to resolve this issue, and thats not try to rush them it does take time ,better to wait and have it done right, as for myself the case is closed, im sure bj and all involed will come up with something that makes most people happy , you cant please everyone, in the mean time bj and all the psa staff thanks for the great job you do.BJ I am sure the flood of post felt like you got hit by a runaway train personaly i think you have handled it as good as anyone could have.in the mean time back to the great service we have all gotton use to from psa

JohnnyCocoabutter

BJ -

Thanks for taking the time to write a wonderful response. I'm sure Mutt Lynch's has a cold one waiting for you after a crazy week!!

Brucemo -

Are you suggesting Zardoz is a "whining idiot?" Wow. I remember the first time I watched Bambi and Thumper said, "....(clear throat) if you can't say nuthin' nice, don't say nuthin' at all." Of course, they did also kill off Bambi's mom and set the forest on fire, so maybe that's not such a great reference point. Just show Zardoz some love, man!

sixdart

Thank you for the reply.

Also, thank you for all your efforts in the PSA set registry - it is most appreciated.

I agree, there should be a minimum level to qualify, for any free PSA grading offered, once 75% of a set is obtained.

Thank you again - please continue the communication.

uniship

Brucemo,

"The customer is always right" is a philosophy that more business people should embrace. I do, and I do just fine directly because of that mindset. Do I let customers come in and take money out of my bank? Of course not! But within reason, I like to think that the customer IS always right. I believe Zardoz's example here would apply within the context of my claim. Sorry if you think that reasoning is "bananas". Futhermore, Zardoz was not a "whining idiot" in the least; your implication otherwise was unfair.

Glad to see BJ respond with a PSA-like response. That's the PSA I have always known and PSA will always have my loyalty as long as they keep up the great work and customer friendly attitude.

Eric Pugh
"uniship"

brucemo

<< <i>
Are you suggesting Zardoz is a "whining idiot?" Wow. I remember the first time I watched Bambi and Thumper said, "....(clear throat) if you can't say nuthin' nice, don't say nuthin' at all." Of course, they did also kill off Bambi's mom and set the forest on fire, so maybe that's not such a great reference point. Just show Zardoz some love, man! >>



I'm not suggesting that anyone here is a whining idiot, although I'm sure that if a carefully study were done, we might turn up one or two. I just disagree with the point that she should cave in because the customer is supposedly always right.

bruce

Mantlefan

I appreciate BJ's response. The point is well taken that our dissatisfaction with the grading branch of PSA should not be vented on the Registry unit which has done a great job. I am certain that the free grading controversy will be settled and that Paul will get his well-earned submissions.

Buckwheat

I have been away a few days and missed Zardoz's first post. I have now read the first page, but haven't the time to read the next few thousand responses. I figure that at some point, mre good manners must have posted to get the huge number of responses in 2 days.

A couple of monnths ago, I too asked how I could get my five free grading after reaching 90%, and BJ responded that my set was registered months ago, and the free gradings were only for new sets. At that time, the free gradings were under the "advantages of registering your set". I couldn't find anything about 5 days, but it did say the free gradings were to encourage "new set registration". I figured it wasn't worth it to argue, and let it drop. I have been very happy with the registry and BJ, and 5 gradings wasn't that big a deal.

I think BJ's response was very gracious, and up to the standards of PSA. The original policy was flawed, as she admits, and she will try to correct it. I didn't even ask about free gradings for my 61 yankees set, because that was simply a subset of my 61 set, and it only had 20 cards, so it didn't seem right. She has always been very responsive to my inquiries and requests.

BJ, if CU goes under, or ever lays you off, you have a job with my company, if you are willing to move to VA. Thanks again for all you do.

PlayBall

Brucemo,

Right on. Although the customer usually gets what they want, they're usually NOT right.

BJ,

Thanks for the response. How many other companies allow their patrons to have such a strong influence on the policy of the company? Keep up the great work.

HalleyGator

Kudos to BJ for stepping into the fray and facing the fracas!!

She does work hard to give us the set registry, and we do owe her a chance to make things right.

Or then again, since perception is more important than reality ... she just has to APPEAR to make things right!

gemint

"Sometimes the customer is a whining idiot"

While this may be true in a few cases, adopting that business philosophy will eventually result in the end of your business. I once worked retail during my college years and sometimes I had to grit my teeth at some things customers pulled. What I eventually learned is that it's better and less costly to take the "customer is always right" approach than to play hard ball. If we had fought those small % of problem customers, we would have invested more time (manhours) to resolve those complaints than money to just settle them quickly and quietly. Not to mention leaving a bad taste in the mouth of our good customers who stood by and watched a "battle" ensue.

I'm by no means insinuating that zaroz is a problem customer. In fact I think he has a legitimate beef here. But this issue is a good example of how a $30 complaint turned into a public nightmare for PSA which touched many of their most loyal customers. Most retailers have adopted the customer is always right approach because it makes the most long term business sense, not because they like to give away money to customers who don't deserve it.

brucemo

Okay, a couple of things. When I said that, I wasn't think of zardoz. I haven't even gone back to figure out why anyone would think that I was thinking of zardoz, but for the record, for real, again, this had nothing to do with zardoz, who I am sure is a fine citizen, an ace collector, and a true benefactor of all stray dogs and cats.

In the original thread, people were smashing on PSA pretty hard, because they thought that PSA didn't respect the amount of work they were doing, were quibbling over nickels, etc. There was a comment, or a feeling (I can't remember what exactly, and I refuse to look though that huge thing again), to the effect that if customers (that's us) wanted something, we should get it, because we were customers, and customers were always right.

Customers aren't always right. Sometimes customers want things that you can't or won't give them, and the customer shouldn't feel like they have some god-given right to get huffed as a result. So:

1) If they don't want to do this promotion anymore, fine, and while some of you may complain bitterly about this, I won't. Just because we were arguing that PSA should reward us for our loyalty and our sacrifices (as if we wouldn't gladly still do this stuff if they treated us like dirt -- it's kind of like threatening to go somewhere other than eBay), doesn't mean we have a right to free goodies.

2) If they want to do it, get rid of the 5-day nonsense, since it makes them look cheap.

Those were my points, and it wasn't like I read someone's post and thought, "I'll cut this guy, but good." I didn't have anyone in mind.

bruce

crazysc

<< <i>"Sometimes the customer is a whining idiot"

While this may be true in a few cases, adopting that business philosophy will eventually result in the end of your business. I once worked retail during my college years and sometimes I had to grit my teeth at some things customers pulled. What I eventually learned is that it's better and less costly to take the "customer is always right" approach than to play hard ball. If we had fought those small % of problem customers, we would have invested more time (manhours) to resolve those complaints than money to just settle them quickly and quietly. Not to mention leaving a bad taste in the mouth of our good customers who stood by and watched a "battle" ensue. >>



I agree, but what I've found it best is to simply eliminate constant problem customers. We keep track of how many refunds are issued to each customer, and compare them to the amount they've purchased. Simply put, it's cheaper in some cases to decide not to do business with an individual instead of trying to always make things right, when they'll NEVER be right.

Eliminate 5% of your customers will often eliminate 95% of your problems. AND, allows you to devote more manhours to more productive ventures.

gemint

Bruce - Sorry, I didn't mean to imply an that you were cutting down Zardoz. I made the statement to ensure my final point wasn't misinterpreted as a knock against him.

I guess we're all a bit fearful of getting on Zardoz's bad side and losing our complimentary two grade bump from ZAG.