I wrote the ACLU a message on their website recently. I had received another mailing from them asking me for money. Like all the others I’ve received, it didn’t list even one victory ACLU has had against the ever-increasing security paranoia in this country. I expected some hard answers as to just what the ACLU was doing nowadays, other than soaking up money. After four days, I finally got a response from them. No one even bothered to personally reply: it was a form email.
A form letter. After four days. Way to make your case, guys.
On the other hand, I wrote to Earthlink’s Unlimited Voice to inquire as to when they would be offering service in the area. Unlimited Voice, if you aren’t familiar, is a voice-over-IP service that’s available nearly nationwide, but not yet available here in the Triangle. Not only did I receive a personal email reply from a real, live person, it arrived less than an hour after I contacted them!
Needless to say, the contrast is eye-opening. I’m not sure Unlimited Voice is making any money yet, while the ACLU is enjoying record donations now that everyone’s scared silly. You’d think they could take the time to send me an actual hand-crafted email. I mean, it doesn’t take long.
When I joined the Navy I found myself at odds with my membership to Greenpeace. I felt I couldn’t fund an organization that was harrassing the Navy ships on which I was a crewmember. I wrote them a three-page letter telling them my reasons for quitting. Rather than insult me with a form letter response, the head of Greenpeace himself sent me a passionate, well-written rebuttal. He didn’t change my mind, but he did make a positive impression on me. He showed me they actually cared about their customers.
They listened to them.