A process isn’t a process if you don’t follow it
I’ve been on the National Yellow Pages consumer choice opt-out list for 4 years. Since registering, how many times in the last 4 years do you think I have received a Yellow Pages phone book? That’s right, 4 times! Each year I receive a phone book and promptly throw it into the recycle bin; each year I promptly submit a complaint to the website. Within 24 hours, I get a notification that they will notify the distributor of the error.
Why does this process fail?
- The people who are supposed to follow the process just don’t care. If the job is to deliver phones books quickly, I wouldn’t be surprised if they dumped the entire annual delivery at the local recycling center and nobody would even care.
- The feedback loop is annual. I doubt someone chooses a career in phone book delivery. Even if they do read the non-delivery address list, they’ll be out of there before the next annual delivery.
- Nobody is held accountable. If they were, I would have complained once. Still, it’s not worth a class-action lawsuit. I’ll just blog about it.
Still getting a phone book? Tell me why! I’m sure it took a while to phase out buggy whips when the automobile came along. I’m still scratching my head on the whole phone book thing.