Core Principles of Watchdog Nation
Sunday, May 17th, 2009The idea behind the growing consumer movement is simple: With money tight and scammers everywhere, anyone who buys anything must be on guard. Consumers today are smart to rely on five core principles to keep them out of trouble.
Simple to remember but often forgotten, these principles are the backbone of Watchdog Nation, a growing group of Americans who rely on sound research, accountability and ultimately, smart strategies to fight back and win when businesses and scammers try to hurt them.
That’s the philosophy behind Watchdog Nation, according to Fort Worth Star-Telegram investigative columnist Dave Lieber, whose new book on Watchdog Nation recently won a national book award.
Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong is the winner of the 2009 Next Generation Indie Book Award for Social Change.
“I get about 50 letters and calls a week from people with problems needing my help,” Lieber says. “As a columnist, I can only handle two. It breaks my heart that I can’t help the rest.
“With Watchdog Nation, you can see ways to solve your problems beyond complaining to a company or to a newspaper columnist. It’s easier than you think.”
Watchdog Nation’s core principles are these:
- Do a background check before buying. Although obvious, many consumers forget to run a simple Internet search before spending money on a product, company or service. Before buying, put the name of the company or product between quotes and add the words “rip-off” and “scam” to the search. If anything pops up, there could be a problem.
- Ask a bunch of questions. Don’t assume anything. Example: Starbucks offers three sizes of drinks on its public menu. Actually, there are six different cups available – including a little-known “short” size that is smaller and cheaper than the others. Two other cups are free sample cups. Dig below the surface on all purchases. Ask questions and read up on buying tips and potential problems.
- Hold customer service reps accountable. When seeking assistance from a company, know to whom you’re speaking. Get a name, employee ID number and location of call center. Keep a record of the day and time you call and what is said. This information gives you confidence in your dealings and sets you apart from most complaining customers. Even better, tell the company you are taping the call for “customer quality control.”
- Find the point of vulnerability. Businesses are like castles. They allow customers in through a front gate – a toll-free number or by e-mail – on their terms. But castles aren’t impregnable. You can still gain entry through other means. By doing Internet research, you can find other customers who experienced similar problems. Maybe there’s a class-action lawsuit or a state attorney general conducting an investigation. Once you learn the company’s vulnerability point, use it to pressure for a more favorable solution. If you need help with research or don’t have a computer, ask your local reference librarian for free assistance.
- Apply the pressure point. If you are victimized by a business or scammer, remember that almost everybody is regulated, licensed, audited, inspected, certified or permitted by a local, state or federal government agency. Sometimes, professional associations for various occupations take complaints, too. If a company won’t satisfy your request, complain to whomever regulates them. Ask that agency to conduct an official investigation.
“For the first time in human history, information is quickly available to help you solve your specific problem,” Lieber says. “When you know what to look for, you become a citizen of Watchdog Nation and a superhero who can solve your own problems.”
