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Tag: Customer Service

Dear Mr. West

Entergy New Orleans
1600 Perdido St
New Orleans, LA 70112

Attn: Rod West, President & CEO

Dear Mr. West,

I just had a brilliant idea on how Entergy can improve customer service in New Orleans. Please allow me to explain.

Every morning I ride my bike past the Entergy office located at the corner of Canal and Jeff Davis. Before 8:30 AM time there’s always a dozen or more people standing in line, waiting for the door to open. If I don’t see the line of people, I know that it’s past 8:30 and I’m running late.

As much as I appreciate the handy time-check, I’m pretty sure the people aren’t happy about standing in line. After all, no one likes to stand in line, especially in inclement weather. But the people are always there, rain or shine, waiting patiently.

I got to thinking. Why would anybody rise early and come to stand in line before the office is even open? Why not wait and come later in the day? Let me tell you, Rod, they aren’t standing there for their health, that’s for sure.

The answer is clear. These people have jobs. Most jobs are from nine to five. They are trying to take care of their business with Entergy before they go to work.

Therefore it seems to me that Entergy could save these folks a lot of hassle through a simple expedient which I will share with you now:

Open the office earlier.

Such an easy way to better serve your customers! Sure, it might cost a bit extra to have the office open longer, but I’m sure you can afford it given the $11 billion annual revenue of Entergy Corporation.

No need to thank me for this idea, Rod. The knowledge that the citizens of New Orleans are getting better service will be all the compensation I require.

Well, I guess if you wanted to knock a few bucks off my next bill I wouldn’t mind. Whatever you think is fair.

Yours sincerely,

Editor B

Update: Shortly after writing this letter, I opened up the Times-Picayune to see the following article at the top of the Money section:

Entergy Louisiana ranked last in J.D. Power customer service rating

Disconnected, Part III: Attack of the Spambots

After a week of delays and two whole days wasted on tech support calls, I was finally online. I was ready to write a damning invective criticizing Apple and an encomium praising the Computer Shoppe. I pointed my browser to my blog, when what to my wondering eyes should appear but a notice:

Your account has been suspended. Contact billing/support.

What? How could this be? Did we forget to pay the bill? I called my webhost immediately and learned that our account had been suspended because of a “massive amount” of activity on b.rox.com.

It appears that b.rox was under attack by spambots.

Without getting excessively technical, I’ll try to explain this in terms my grandma Mildred (may she rest in peace) could have understood, insofar as I even understand it myself.