Calcification!

Right now, I am cleansing my mind by attending a business class. So, while Rome burns, I am not fiddling but I am trying to think "Big Thoughts". Yesterday, we discussed a car company with a big customer service problem (hmmm). In particular, they had several customers who were very angry over car quality problems - what should the car company do? Well, the car company wasn't too motivated about helping these customers because (a) the customers were deemed whiny and "professional complainers", and (b) the car company's Customer Service folks were very focused on how hard they worked to provide service and their implementation of a wonderful "Red Carpet" warranty program and generally preferred to talk about how well-intentioned they were. Our instructor informed us that most companies tend to assign negative attributes to people who complain (e.g., "whiny") rather than deal with the substance of the issue, and that 75% of all companies eventually "calcify" against their customers. What a terrible statistic, and even worse, what a terrible result! It gave me a lot to think about, as we pride ourselves on our strong relations with dealers and our consumers.

But it also made me think about the CPSIA and our evolving relationship with Congress. Has Congress calcified against us? Are they no better at listening than the hypothetical car company? It's an interesting question, isn't it? Having reflected on this question, I say the answer is no - and yes. In fact, your screams have been heard, and Congress is acting. The people who are listening and acting, however, are your representatives. These are the people who have no "skin in the game", the ones who are Government by the People and For the People. Their job is to listen to you and to help you when you need it most.

However, not everyone is listening, and there are strong signs of calcification in Congress toward us in some critical quarters. The authors of the bill, as evidenced by the January 16th letter to the CPSC, seem to be deaf to our arguments and pleas. The data and other information you brought forward have only elicited a letter insisting that the law be conservatively and rigidly implemented as written. The January 16 letter indicates an unwillingness to compromise and appears to be an attempt to prop up (justify) the CPSIA rather than acknowledge its defects. As we know from observing American car companies, this strategy can have tragic consequences. . . .

The moral of the story has yet to be written. If Congress remains self-satisfied and unwilling to contemplate its errors, if they refuse to surface their problems and instead focus on justifying their processes and their defective law, the results are predictable and inevitable. The House and Senate leadership need to wake up to the reality of this law. Safety can be achieved through more rational, less penal means. They need to figure this out before it's too late. It's time to hit the "pause button" to allow for this work to be completed.

Finally, on this Inaugural Day, I want to close with thoughts of forgiveness and renewal. These are important words for those of us opposing the CPSIA. With a new administration in place, regardless of the politics, we can move for a fresh start to appropriate legislation on safety. The past need not govern our future in children's product safety anymore than other policies of the prior Administration. It's time for a fresh start!

Rick