Category Archives: Best Practices

Three cheers for plain language

fireworks

Commenting on An Orwellian approach to legal writing, 3 readers share insights and experiences recommending plain language. Here’s a sampling of what they have to say:

“My crime briefs ‘read like a thriller,’” says Bapoo M. Malcolm, Advocate, Bombay High Court, India.

“Practice has shown that people appreciate simplicity & clarity in comprehension compared to more technical writing (jargons & all),” observes Janice Isu, Acting Principal Legal Officer, Office of the State Solicitor, Dept. of Justice & Attorney General, Papua New Guinea.

“A company can’t hide behind fine print written in legalese. Judges rule for the average person,” declares Paul Eveleigh, a copywriter from Melbourne, Australia.

There’s more. Continue reading

Advertisements

1 Comment

Filed under Best Practices, Court Decisions, Customer Experience, Service Contract, Statutes & Regulations, Warranty

An Orwellian approach to legal writing

Orwell tips for writing

Responding to an earlier post, Plain and simple, Nick Fielden, a freelance copywriter from Perth, Australia, observes: “Perhaps when it comes to comprehension, we should be thinking less of simple versus complex, and more about clear versus obscure.” I don’t know that I’d put it in quite those terms, but before I reply further, let’s take a look at all Nick has to say: Continue reading

3 Comments

Filed under Best Practices, Customer Experience, PR & Branding, Service Contract, Warranty

A “high-five” for arbitration (sans the lawyers)

group discussion
Recently, we’ve been discussing the merits of binding arbitration as a means of resolving consumer disputes. (See here and here.) Lori Crandell, COO of New Home Warranty Program of Manitoba, Inc., finds that the process works well when properly tailored to the nature of the dispute.  Lori writes: Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, Resolving Disputes, Service Contract

Plain and simple

easy maze
Want a better relationship with your customers? Want to spend less time and money dealing with frustrated or irate customers? Want more customers to walk out of the store with your extended warranty or service plan? There’s a sure fire way to make these things happen, plain and simple. Continue reading

5 Comments

Filed under Best Practices, Court Decisions, Customer Experience, PR & Branding, Resolving Disputes, Risk Management, Service Contract, Warranty

Debating Warranty Arbitration

debate

Robert J. Cloburn, CAIB, of Vancouver and Gregory Smith of Dark Room Perfection shared their views on a recent post, Arbitration wins another court battle. Here, I offer a few follow up thoughts. Continue reading

4 Comments

Filed under Best Practices, Court Decisions, Customer Experience, PR & Branding, Resolving Disputes, Risk Management, Statutes & Regulations, Warranty

Arbitration wins another court battle

court houseIt is quickly moving beyond dispute that federal consumer protection law favors binding arbitration over litigation. A North Carolina federal trial court recently joined two federal appellate courts in ruling that the federal warranty law, the Magnuson-Moss Warranty Act, does not ban binding arbitration provisions in consumer product warranties. This is good news for consumer product manufacturers, and better news for consumers if more companies turn to binding arbitration.

But still, auto, boat and RV companies, primary targets under the MMWA, shy away from going the arbitration route. Let’s hope this changes. Continue reading

2 Comments

Filed under Best Practices, Court Decisions, Customer Experience, Resolving Disputes, Statutes & Regulations, Warranty

First Annual GWSCA Conference & Industry Summit

GWSCA Logo

The Global Warranty and Service Contract Association (www.gwsca.org) is holding its First Annual GWSCA Conference and Industry Summit October 6-8, 2014 at the Millennium Knickerbocker Hotel, a landmark on Chicago’s Magnificent Mile. Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Risk Management, Service Contract, Statutes & Regulations, Warranty

Really dude, pennies?

pennies

A dealer screws up, and the service contract company pays … at least on the PR front. A manager of a car dealership who “forgot” to write in that the service contract sold to a foreign student did not cover labor charges was ordered to pay a refund … he gave it to the customer in pennies.  Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Resolving Disputes, Service Contract, Warranty

GUEST POST: It’s Time to Stop Running from Recalls

GMHQ
GUEST BLOGGER: Jim Martinez, RightStoryGroup

On July 1, the New York Times carried a news analysis claiming that GM’s recent recalls threaten the company’s reputation. The same day, GM announced its best June sales figures since 2007.

Rising sales show that the biggest threat to GM’s corporate reputation isn’t recalls, but rather critics willing to irresponsibly forecast the company’s demise. Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Risk Management

Call for Presenters — First Annual GWSCA Conference

GWSCA Logo

The Global Warranty and Service Contract Association (“GWSCA”) (www.gwsca.org) is now developing the agenda for our first annual conference, to be held in Chicago, the week of October 6, 2014. Continue reading

Leave a comment

Filed under Best Practices, Customer Experience, PR & Branding, Service Contract, Statutes & Regulations, Warranty