Like a phoenix from the ashes

Last week, after 363 days of silence, The Vigilant Consumer emerged like a phoenix from the ashes. This first posting, entitled What Happened to The Vigilant Consumer? left many of you scratching your heads.  Who is Yahoo Serious and why is he buying a blog? Where is Necker Island? Since you are now getting paid, are you going to be buying drinks the next time we hang out?

Alas, this was all an April Fool’s joke. Although I strongly feel that Yahoo! (or Yahoo Serious) should acquire The Vigilant Consumer, I doubt it will happen anytime soon. However, I was inspired that everyone seemed to fall for my innocent prank, and none of you disputed that I offer some value, whether for entertainment of practical purposes.

It’s ironic that my attention to The Vigilant Consumer dwindled as I settled into a new job for a innovative technology company that saves users both time and money- one that I’d likely write about and certainly one to which I’d give a big 3 Thumbs Up. However, the demanding hours have sucked up my time and energy. I’ve recently quenched my thirst to write by launching Carrying On, our unofficial corporate blog. Unofficial is the obligatory word in the previous sentence, because that affords a the freedom to impart a Vigilant Consumersque writing style in this blog, check it out.

The inspiration that resulted from last week’s tomfoolery will translate into more frequent posts on The Vigilant Consumer. I’m shooting for once a week, but If you want to keep up-to-date on all the latest and greatest, and you haven’t already subscribed, type in your email address in the upper right and click “Subscribe.”

What happened to The Vigilant Consumer?

UPDATE: HAPPY APRIL FOOL'S! I do plan to write more.  Perhaps once a week rather than once a year.

Did the economy improve to the point that it was no longer necessary for us to practice the art of proactive consumerism? Balderdash.

Did Madoff’s relocation to a federal penitentiary result in the spontaneous evaporation of all comedic material? C’mon now. With Blago (aka Former Governor Rod Blagojevich) on The Celebrity Apprentice, jokes have never been easier to come by.

Did I jump on the OpenTable IPO bandwagon, make millions, befriend Richard Branson and retire to Necker Island? Wishful thinking.

No, you have it all wrong. Unfortunately, work (the type that pays the bills) took over, making it impossible for this one man show to continue.  Hence, the long hiatus – it has been 363 days since my last posting.

I am resurfacing now for two reasons. First, I’d like to apologize to my readers for abandoning them without any explanation. Second, I’d like to share some very exciting news. Over the course of the last year, the interwebs worked their magic and my musings were recognized by a prominent executive at one of the world’s largest and most powerful web portals (hmm, I’m thirsty for a Yoo-Hoo). This individual felt that The Vigilant Consumer had some great tips for everyday folks that were dealing with the turbulent economy, and he appreciated that they were presented in a unique, lighthearted fashion.

 

This media giant (anyone know what happened to Yahoo Serious) made me an offer I could not refuse.  As a result, I am ecstatic that The Vigilant Consumer will live on! The details have not all been worked out, but stay tuned for more info and fantastic updates.

-The Vigilant Consumer

Everyone loves a Virgin...

A Virgin America (VA) flight that is - c'mon, get your mind out of the gutter! I've been a fan since the airline launched in 2007. Even though Sir Richard Branson doesn't officially run this company (shouldn't the FAA worry about more important things like outdated air traffic control systems), his genius constantly shines through. VA not only provides a hip flying environment (in a time when all the other airlines are more like hip replacements), but the company truly understands the importance of delivering an outstanding customer experience. If you've ever been on a delayed VA flight, you know what I mean. Rather than regressing to the level of DMVesque, bitchy and unaccommodating agents (like I've too often dealt with on other airlines), VA's ground crew leverages the weather or mechanical delay to set its brand apart. First, they provide continuous status updates, but more importantly, they do a surprisingly good job of passing the time with silly, yet entertaining games in the gate area. Even their safety video is entertaining (see below).

Although I could write so much more to express my love of VA or man crush for Richard Branson, that is not the sole purpose of this posting. I recently had to miss a VA flight due to a nasty bout of food poisoning. I am not skilled enough to multitask while praising the porcelain altar (click here for 1,591 other vomiting synonyms), so I did not cancel the flight prior to departure. Two days later, after 10 gallons of Gatorade and 78 slices of white bread, The Vigilant Consumer was back. I crafted a letter (see below) toVA's Guest Care department, and going against all of their standard policies, they provided a credit for the missed flight - they didn't even charge a $75 change fee.

A small win likes this certainly requires a good letter in addition to an understanding customer service representative. When you find yourself in a similar pickle, use the following tips when writing your letter. It takes some extra effort, but it's worked several times in the past:

• Rudeness is your enemy - if the they feel threatened or insulted, you'll be denied outright
• Humor sets the mood - throw in a funny anecdote if appropriate
• Empathy is the secret weapon - make them feel your pain
• Loyalty is valuable - especially in this economy, companies will bend over backwards to retain loyal customers

Enjoy the letter - it saved me $170!
-----------------------------------------
Dear Guest Care,

I was scheduled to fly on Virgin America (SFO to LAX) this past Friday, March 20. Unfortunately, the day of my flight, I was suddenly stricken with a case of food poisoning. It’s quite an ugly mess, something I could hardly wish upon an arch nemesis. Since I live alone, I needed all my energy to make it to the Urgent Care center at the hospital where, after 4 hours of waiting, a doctor officially diagnosed me with gastroenteritis. By the time I was able to receive the proper medical attention and medication, and return to the comfort of my home, it was too late for me to call Virgin America to cancel my flight.
Being a charter member of Virgin America Elevate, and a frequent flier (my girlfriend lives in LA), I am familiar with Virgin America’s standard cancellation policy. Unfortunately, however, this incident hit me so quickly and with such force, that I was in no position to cancel the flight or find someone to do it for me. When I returned to the living on Saturday, I called your reservation line and they suggested I contact Guest Care this week. Upon speaking with Guest Care yesterday, they suggested that there may be some leniency in the policy if I provided a note from the doctor.
I have attached the note, and hope that you will consider issuing me a credit for this particular round trip. I have loved the Virgin America experience, and since my girlfriend loves to see me on a regular basis, I plan to continue flying Virgin on my regular flights down south (already have one ticketed for April). Please call or email me if there is any additional information that I can provide.
Sincerely,
The Vigilant Consumer