Coyote Blog

Apparently Dennis Toeppen likes to sue the customers of his bus company Suburban Express  (here, and previously here) with as many as 125 suits just this year in small claims court, many aimed at stifling customer criticism of the company.

This is just incredible to me.  Last year we served about 2 million customers in the parks we operate (I am guessing that is a few more than Mr. Toeppen serves).  Over the last 10 years we have served about 17 million customers.  Do you know how many I have sued?  Zero.  Do you know how many I considered suing even for a microsecond?  Zero.  Unless a customer is 6 months late on a payment that equals a measurable percentage of annual revenues, you don't sue your customers.

I know online reviews can be a mixed bag, and some people's mental state or unreasonable expectations simply do not allow them to be fair.  Get over it -- take your ego out of the equation.  For God sakes, Casablanca has 39 1-star reviews  (I always thought John Scalzi had a healthy way of dealing with this, publishing his one-star Amazon reviews on his blog from time to time.)

We get negative review from time to time.  The vast majority, while perhaps overwrought from what some might feel was a small slight, have a core of truth.  We treat all these reviews at face value, we try to track down the customers to find out more about their experience, we give out refunds and gift certificates, and then we fix things.  Our biggest problem is that we hire what seem to be perfectly normal people who turn out to be arrogant and overly-officious when dealing with customers.  This tends to come out in the form of an irritating predilection to over-enforce every trivial rule until customers' vacations are ruined.  In other words, they seem to act like Mr. Toeppen and his employees.  Negative customer comments are a treasure, as I can't be in every campground every minute of the day, and these comments are often the canary in the coal mine, letting me know we have an employee or process or training problem.

Yes, in a few circumstances we get flat out dishonest comments.  One ex-employee was so upset at being terminated that he posed as a customer, posting fake reviews about how we employed a sexual predator in some campground.  Several review sites we work with, knowing that I don't make a habit of trying to take down negative reviews, were willing to take this one down once explained.  The other sites that by policy do not take down reviews allowed me to post a comment under the review, wherein I explained the situation, and gave my office phone number and email for anyone to call if they had any concerns about the campground either before or after the visit.