Retailers Beware: I've Got Nothing but Time Newsweek (05/14/01) Vol. 137, No. 20 p.10; Silverman, Arlene
Arlene Silverman retired last year from her position as a
factotum at a nonprofit organization. Now, to the dismay of retailers
and customer service representatives everywhere, Silverman is pursuing a
second career as a curmudgeon who enjoys debating the meaning of the
terms "surcharge" or "money-back guarantee." For Silverman, and perhaps
other retirees who finally have some time on their hands, the bell now
tolls for those retailers who do not take the time to sufficiently
address customer's concerns. For Silverman, no wrong is too small, and
she is happy to "pursue a complaint until the cows come home."
Silverman's new pursuit is more than just a hobby, it is a call to arms.
Together with her fellow retirees, Silverman hopes to "show the world
what 'customer service' really means--and get a good night's sleep into