The Curse of Untrained Employees
Next time you're in London—and Her Majesty is not in residence—take a tour of Buckingham Palace. It is drop-dead splendid, as is the Queen's Gallery next door, one of the world's most spectacular small museums.
You will find yourself privileged to peek into the life and legacy of one of the richest, most beloved women in the world, and who is—it is generally agreed—very good at what she does. Most of the time.
But what nitwit in the Queen's employ approved the idea of hitting on state funded energy-saving grants set up for low-income families to help pay the heating and lighting costs of her nine palaces? (See IN THE NEWS at right.)
When this PR boo-boo was revealed under the Freedom of Information Act, faces in the Royal Household were red as a Beefeater's tunic.
During this past two weeks, I have been astonished at the big-name organizations with such poor management that untrained employees are allowed to make careless, embarrassingly bad and costly decisions.
Look to the mediaplayer at the right for the thumbnail of a British Airways pitch for its credit card. Click twice to see it enlarged.
The offer prompted a letter from Brazil-based direct marketing legend Peter Rosenwald:
You won’t believe this, but of course you will as an observer of marketing madness.
It seems to me that this is a classic example (which you might want to build into an article) of how a company, British Airlines, can lose credibility with its best customers (Exec Club Members) by offering them a card with a 46% APR. 46% interest, when usury was frowned upon used to put people in jail for the rest of their lives.
Anyway, thought you would like to see it.