A recent column of mine described how deleting the cheese on a burger resulted in our not receiving a $10 credit. It was an example of a breakdown in customer service. Suffice it to say that contacting corporate management resolved the situation. But the question remains: Why does such a minor problem have to be escalated to senior management?

Here’s another situation that defies logic and sound customer service. It is an example of a major company not empowering its staff to resolve relatively simple customer complaints. I think the best way to explain our dilemma would be to share with you a letter I wrote to the CEO of a national home builder whose name I’ve decided not to disclose.

Dear Mr. CEO,

We have lived in our home since 1988 and are the original owners. The home has stood the test of time, and we are very pleased with the construction, although the aluminum windows tend to ice up during the winter.

Today I am writing about what I think was a design flaw. The downspout over the garage area directs water over the roof and then into a gutter below.

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