Friday, February 17, 2017

Walker's DNR mag kill destroys Stepp's pro-customer mantra, too

The "chamber of commerce mentality" Wisconsin DNR Secretary whom Scott Walker installed atop the agency has been pitching customer service because says the DNR should be run like a business.
Wisconsin DNR Secretary Cathy Stepp proudly shows off her first deer, taken opening weekend last year. In the upcoming TV Special "Deer Hunt Wisconsin 2012, Stepp urges male hunters to take more girls and women hunting. "The secret's out," she says. "Hunting is a lot of fun, so don't keep it to yourselves."  photo courtesy of Wisconsin DNR
So you get things from former home builder and McDonald's manager Cathy Stepp like "DNR has committed to: Measurably increasing customer satisfaction through increased customer outreach and assistance" in a 2011 reorganization plan. an early echo of a 2016 agency "realignment" in which Steps makes the same point and pledge:
In fact, this initiative, based on private sector best business practices, will allow us to focus even more on that responsibility...
We are a customer service agency that also regulates our customers. That's a unique challenge. Our customers include everyone who lives, works, plays or makes anything here. They all expect clean air and water, robust wildlife, world-class trout streams and first-class parks and forests. All of our customers, taxpaying citizens, license and permit holders and visitors also deserve the best possible return on their investment that we can provide. This alignment plan sets us on the path to accomplish that.
"All of our customers...," well not all, because Walker plans to wipe out the DNR's subscriber-based, long-standing bi-monthly magazine with at least 75,000 subscribers, er customers - - many of who have signed up regularly for two and three-year commitments.

What kind of customer-driven, best-business practice-centered operation intentionally insults 75,000 paying customers by killing a popular product while offering weak explanations for the decision?

Customers need to fight back.

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1 comment:

Anonymous said...

Of course she doesn't care about the magazine. She doesn't read.