Connect with us

Op-Ed

Walking Away from Bad Customer Service

Published

on

George E. Curry

By George E. Curry
NNPA Columnist

 
After 19 years, most of them as a satisfied customer, I am closing my personal checking account this week at Citibank. I am closing my account not because I was lured away with an incredibly attractive offer from one of its competitors. Rather, I am walking away from Citi because of bad customer service. When a business loses customers who want to stay, it’s a sure sign of trouble.

My issue was a simple one. Throughout 2014, whenever I made a deposit to my personal Citi account from my business account at a rival national bank, the full amount was immediately made available upon deposit in the ATM. Beginning this year, however, the full amount was no longer being honored and no one would tell me why.

I started with the Customer Service Department. Instead of being responsive to my complaint, five different representatives – Sabrina Padron, Rene Torres, Christine Flanders, Priscilla Chaires and Christine Naranjo – felt the need to send me form letters essentially stating Citibank’s policy of spreading funds availability above a certain amount over five business days.

Despite assurance in an email to me from Padron, dated March 4, that “Citi is committed to providing our client’s [SIC] with world class service that is efficient, responsive and dependable,” the service was neither world class, efficient, nor responsive.

After sending five emails to the online services department and not getting a reply that was “responsive,” I decided to approach the branch manager near my home. He promised to look into the matter and to call me back within several days. He kept his word and when he called, he said he could find no reason why the change had been made.

Finally, I emailed a letter to CEO Michael Corbat on April 2. At press time, I had not received a reply, which is not surprising given the volume of correspondence he probably receives. In the meantime, I have opened a personal account at the bank where I do my business checking and ignored the last email I received from Christine Naranjo asserting that “…Citi is committed to providing our client’s [SIC] with world class service that is efficient, responsive and dependable.” (Surely, someone at a bank that purports to provide “world class service” should know that “clients” is not spelled with an apostrophe.)

Less than six months ago, I had to walk away from a Merchant’s shop that not only misdiagnosed the problem, but incorrectly installed the wrong part on a vehicle. I had been using the business for more than a decade, but no more.

When service is bad, I have decided to not simply walk away in silence. Instead, when I leave now, I let them know why I am leaving. If they are serious about customer service, they will fix the problem that prompted me to leave. If they continue to ignore those problems, they might not be in business long, anyway.

By the same token, I believe in rewarding good service in word and deed. For instance, when I was treated recently at Emory Johns Creek Hospital near Atlanta for a mild heart attack, I publicly thanked the outstanding nurses by name and copied the hospital’s interim CEO. As one who waited tables on trains over the Christmas holidays to help pay my way through Knoxville College, I am extremely sensitive to service and tipping. I usually tip between 20 and 25 percent, sometimes more. If the service is exceptional, I note that on the receipt and sometimes ask to speak to the supervisor.

However, I have not convinced myself to tip people when I pick up a carry-out order. It’s not like they are waiting on me. They pick up the order from the kitchen, take my money and hand me my order. That is not the same as waiting on me at a table. Last Saturday, I went to Olive Garden to pick up an order. Instead of handing me my $2 change, the employee had the gall to ask, “Do you need your $2 back?” Of course, I need all of my money back. Thanks for asking.

Speaking of restaurant employees, I have two pet peeves. One is when they ask, “How are we doing today?” I can’t speak for them, so I don’t know how we are doing. If you want to know how I am doing or how my dinning party is doing, it would not require any more energy to ask the question directly.

I try to restrain myself when they ask, as they frequently do: “How was everything?” I didn’t eat everything, so I couldn’t possibly know the answer to that question. I can only tell you about the food I consumed.

I know, I know, I am becoming persnickety in my old age. I have decided to become more vocal when I receive good or bad service. In doing so, I hope that will improve the next customer’s experience.

 

George E. Curry, former editor-in-chief of Emerge magazine, is editor-in-chief of the National Newspaper Publishers Association News Service (NNPA) and BlackPressUSA.com. He is a keynote speaker, moderator, and media coach. Curry can be reached through his Web site, www.georgecurry.com. You can also follow him at www.twitter.com/currygeorge and George E. Curry Fan Pageon Facebook. See previous columns at http://www.georgecurry.com/columns.

###

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Advice

Rising Optimism Among Small And Middle Market Business Leaders Suggests Growth for California

“Business leaders across the Pacific region continue to demonstrate a unique blend of resilience and forward-thinking, even in the face of ongoing economic uncertainty,” said Brennon Crist, Managing Director and Head of the Pacific Segment, Commercial Banking, J.P. Morgan. “Their commitment to innovation and growth is evident in the way they adapt to challenges and seize new opportunities. It’s this spirit that keeps our region at the forefront of business leadership and progress. We look forward to helping our clients navigate all that’s ahead in 2026.”

Published

on

Super Scout / E+ with Getty Images.
Super Scout / E+ with Getty Images.

Sponsored by JPMorganChase

 Business optimism is returning for small and midsize business leaders at the start of 2026, fueling confidence and growth plans.

The 2026 Business Leaders Outlook survey, released in January by JPMorganChase reveals a turnaround from last June, when economic headwinds and uncertainty about shifting policies and tariffs caused some leaders to put their business plans on hold.

Midsize companies, who often find themselves more exposed to geopolitical shifts and policy changes, experienced a significant dip in business and economic confidence in June of 2025. As they have become more comfortable with the complexities of today’s environment, we are seeing optimism rebounding in the middle market nationwide – an encouraging sign for growth, hiring, and innovation. Small businesses, meanwhile, maintained steady optimism throughout 2025, but they aren’t shielded from domestic concerns. Many cited inflation and wage pressures as the top challenges for 2026 and are taking steps to ensure their businesses are prepared for what’s ahead.

“Business leaders across the Pacific region continue to demonstrate a unique blend of resilience and forward-thinking, even in the face of ongoing economic uncertainty,” said Brennon Crist, Managing Director and Head of the Pacific Segment, Commercial Banking, J.P. Morgan. “Their commitment to innovation and growth is evident in the way they adapt to challenges and seize new opportunities. It’s this spirit that keeps our region at the forefront of business leadership and progress. We look forward to helping our clients navigate all that’s ahead in 2026.”

Overall, both small and midsize business leaders are feeling more confident to pursue growth opportunities, embrace emerging technologies and, in some cases, forge new strategic partnerships. That bodes well for entrepreneurs in California. Here are a few other key findings from the Business Leaders Outlook about trends expected to drive activity this year:

  1. Inflation remains the top concern for small business owners. Following the 2024 U.S. presidential election, many anticipated a favorable business environment. By June 2025, however, that feeling shifted amid concerns about political dynamics, tariffs, evolving regulations and global economic headwinds.

     Going into 2026, 37% of respondents cited inflation as their top concern. Rising taxes came in second at 27% and the impact of tariffs was third at 22%. Other concerns included managing cash flow, hiring and labor costs.

  1. For middle market leaders, uncertainty remains an issue. Almost half (49%) of all midsize business leaders surveyed cited “economic uncertainty” as their top concern – even with an improved outlook from a few months ago. Revenue and sales growth was second at 33%, while tariffs and labor both were third at 31%.
  2. And tariffs are impacting businesses costs. Sixty-one percent of midsize business leaders said tariffs have had a negative impact on the cost of doing business.
  3. Despite challenges, leaders are bullish on their own enterprises. Though the overall outlook is mixed, 74% of small business owners and 71% of middle market companies are optimistic about their company’s prospects for 2026.
  4. Adaption is the theme. For small business owners surveyed across the U.S., responding to continuing pressures is important in 2026. Building cash reserves (47%), renegotiating supplier terms (36%) and ramping up investments in marketing and technology are among the top priorities.
  5. Big plans are on the horizon. A majority midsized company leaders expect revenue growth this year, and nearly three out of five of (58%) plan to introduce new products or services in the coming year, while 53% look to expand into new domestic and/or international markets. Forty-nine percentsay they’re pursuing strategic partnerships or investments.

 The bottom line

Rebounding optimism among U.S. business leaders at the start of the year is setting the stage for an active 2026. With business leaders looking to implement ambitious growth plans that position themselves for the future, momentum in California could be beneficial for leaders looking to launch, grow or scale their business this year.

Continue Reading

#NNPA BlackPress

COMMENTARY: The National Protest Must Be Accompanied with Our Votes

Just as Trump is gathering election data like having the FBI take all the election data in Georgia from the 2020 election, so must we organize in preparation for the coming primary season to have the right people on ballots in each Republican district, so that we can regain control of the House of Representatives and by doing so, restore the separation of powers and balance that our democracy is being deprived of.

Published

on

Dr. John E. Warren Publisher, San Diego Voice & Viewpoint
Dr. John E. Warren, Publisher San Diego Voice & Viewpoint Newspaper. File photo..

By  Dr. John E. Warren, Publisher San Diego Voice & Viewpoint Newspaper

As thousands of Americans march every week in cities across this great nation, it must be remembered that the protest without the vote is of no concern to Donald Trump and his administration.

In every city, there is a personal connection to the U.S. Congress. In too many cases, the member of Congress representing the people of that city and the congressional district in which it sits, is a Republican. It is the Republicans who are giving silent support to the destructive actions of those persons like the U.S. Attorney General, the Director of Homeland Security, and the National Intelligence Director, who are carrying out the revenge campaign of the President rather than upholding the oath of office each of them took “to Defend The Constitution of the United States.”

Just as Trump is gathering election data like having the FBI take all the election data in Georgia from the 2020 election, so must we organize in preparation for the coming primary season to have the right people on ballots in each Republican district, so that we can regain control of the House of Representatives and by doing so, restore the separation of powers and balance that our democracy is being deprived of.

In California, the primary comes in June 2026. The congressional races must be a priority just as much as the local election of people has been so important in keeping ICE from acquiring facilities to build more prisons around the country.

“We the People” are winning this battle, even though it might not look like it. Each of us must get involved now, right where we are.

In this Black History month, it is important to remember that all we have accomplished in this nation has been “in spite of” and not “because of.” Frederick Douglas said, “Power concedes nothing without a struggle.”

Today, the struggle is to maintain our very institutions and history. Our strength in this struggle rests in our “collectiveness.” Our newspapers and journalists are at the greatest risk. We must not personally add to the attack by ignoring those who have been our very foundation, our Black press.

Are you spending your dollars this Black History Month with those who salute and honor contributions by supporting those who tell our stories? Remember that silence is the same as consent and support for the opposition. Where do you stand and where will your dollars go?

Continue Reading

Activism

Post Newspaper Invites NNPA to Join Nationwide Probate Reform Initiative

The Post’s Probate Reform Group meets the first Thursday of every month via Zoom and invites the public to attend.  The Post is making the initiative national and will submit information from its monthly meeting to the NNPA to educate, advocate, and inform its readers.

Published

on

iStock.
iStock.

By Tanya Dennis

The National Newspaper Publishers Association (NNPA) represents the Black press with over 200 newspapers nationwide.

Last night the Post announced that it is actively recruiting the Black press to inform the public that there is a probate “five-alarm fire” occurring in Black communities and invited every Black newspaper starting from the Birmingham Times in Alabama to the Milwaukee Times Weekly in Wisconsin, to join the Post in our “Year of Action” for probate reform.

The Post’s Probate Reform Group meets the first Thursday of every month via Zoom and invites the public to attend.  The Post is making the initiative national and will submit information from its monthly meeting to the NNPA to educate, advocate, and inform its readers.

Reporter Tanya Dennis says, “The adage that ‘When America catches a cold, Black folks catch the flu” is too true in practice; that’s why we’re engaging the Black Press to not only warn, but educate the Black community regarding the criminal actions we see in probate court: Thousands are losing generational wealth to strangers. It’s a travesty that happens daily.”

Venus Gist, a co-host of the reform group, states, “ Unfortunately, people are their own worst enemy when it comes to speaking with loved ones regarding their demise. It’s an uncomfortable subject that most avoid, but they do so at their peril. The courts rely on dissention between family members, so I encourage not only a will and trust [be created] but also videotape the reading of your documents so you can show you’re of sound mind.”

In better times, drafting a will was enough; then a trust was an added requirement to ‘iron-clad’ documents and to assure easy transference of wealth.

No longer.

As the courts became underfunded in the last 20 years, predatory behavior emerged to the extent that criminality is now occurring at alarming rates with no oversight, with courts isolating the conserved, and, I’ve  heard, many times killing conservatees for profit. Plundering the assets of estates until beneficiaries are penniless is also common.”

Post Newspaper Publisher Paul Cobb says, “The simple solution is to avoid probate at all costs.  If beneficiaries can’t agree, hire a private mediator and attorney to work things out.  The moment you walk into court, you are vulnerable to the whims of the court.  Your will and trust mean nothing.”

Zakiya Jendayi, a co-host of the Probate Reform Group and a victim herself, says, “In my case, the will and trust were clear that I am the beneficiary of the estate, but the opposing attorney said I used undue influence to make myself beneficiary. He said that without proof, and the judge upheld the attorney’s baseless assertion.  In court, the will and trust is easily discounted.”

The Black press reaches out to 47 million Black Americans with one voice.  The power of the press has never been so important as it is now in this national movement to save Black generational wealth from predatory attorneys, guardians and judges.

The next probate reform meeting is on March 5, from 7 – 9 p.m. PST.  Zoom Details:
Meeting ID: 825 0367 1750
Passcode: 475480

All are welcome.

Continue Reading

Subscribe to receive news and updates from the Oakland Post

* indicates required

CHECK OUT THE LATEST ISSUE OF THE OAKLAND POST

ADVERTISEMENT

WORK FROM HOME

Home-based business with potential monthly income of $10K+ per month. A proven training system and website provided to maximize business effectiveness. Perfect job to earn side and primary income. Contact Lynne for more details: Lynne4npusa@gmail.com 800-334-0540

Facebook

#NNPA BlackPress4 days ago

COMMENTARY: Women of Color Shape Our Past and Future

#NNPA BlackPress4 days ago

Woman’s Search for Family’s Roots Leads to Ancestor John T. Ward – A Successful Entrepreneur and Conductor on the Underground Railroad

#NNPA BlackPress4 days ago

Advocates Raise Alarm Over ICE Operation, MOU and Detention Risks in Baltimore County

#NNPA BlackPress4 days ago

Pete Buttigieg to Join Mayor Randall Woodfin for Community Town Hall in Birmingham

#NNPA BlackPress4 days ago

WATCH: Week One – NNPA’s “Leadership Matters” Video Series

Activism6 days ago

Oakland Post: Week of March 4 – 10, 2026

#NNPA BlackPress7 days ago

OP-ED: NNPA Launches 2026 “Leadership Matters” Video Series

#NNPA BlackPress7 days ago

PRESS ROOM: PMG and Cranbrook Horizons-Upward Bound Launch Journey Fellowship Cohort 2

#NNPA BlackPress7 days ago

Los Angeles Summit Brings Together Leaders to Tackle Poverty and Affordability

#NNPA BlackPress7 days ago

Civil Rights TV Launches 24/7 Network Focused on Black History, Education and Equity

#NNPA BlackPress7 days ago

REVIEW: The Ultimate Hot Girl Summer Getaway: Sunseeker Resort Florida

#NNPA BlackPress7 days ago

COMMENTARY: How You Stop a Prescription Medicine is as Important as How You Start 

#NNPA BlackPress1 week ago

PRESS ROOM: From Congress to Corporate America: NNPA Spotlights Visionaries in New Video Series

#NNPA BlackPress2 weeks ago

Poll Shows Support for Policies That Help Families Afford Child Care

Activism2 weeks ago

Oakland Post: Week of February 25 – March 3, 2026

Trending

Copyright ©2021 Post News Group, Inc. All Rights Reserved.