Sam Spade's San Francisco

George Gobel said it best: Have you ever thought the world is full of tuxedos and you are a pair of brown shoes?

That's they way KQED member services treat their ordinary members.

Things are different for members of the KQED Producer's Circle, who each contribute $10,000 or more. Those folks probably get their shoes shined by Marianne Petroni, KQED's Membership Director. The rest of us are the peasant class in their eyes.

KQED is the PBS television and radio station for San Francisco.

My husband and I pledged $120 to KQED and we paid our pledge in monthly installments of $10. When the pledge was paid we decided to continue regularly sending KQED $10 per month.

After we sent in our contribution we would get a letter thanking us along with a receipt and a blank envelope. A mailing each month generated by a single $10 contribution is not a wise use of money. Obviously KQED is not adept at handling small recurring contributions. Most of our $10 was eaten up by needless processing, printing, postal costs and labor.

I canceled our monthly donation. An annual gift to KQED would save stamps, save paper, save time and save money.

Right now, however, we're not so sure we are going to give any more money to KQED. They are not very responsible and they definitely need a better and more professional member services department.

Here's why:

I called KQED member services department on the phone and got an employee from hell. She was eating something. I could hear muffled chewing and swallowing sounds. As if that was not bad enough the woman was just plain rude. I explained my situation and the woman could care less. I simply was not contributing enough to make it worth her while to pull the food out of her mouth and talk to me like a decent human being.

The result is predictable. I canceled our support for KQED.

Jeff Clark is president and CEO of KQED. Maybe if someone walked up to Jeff and slapped him right across his face it may get his attention. Maybe, but I doubt it. You would need a Producer's Circle ID card to get his attention. The rest of us are just peasants.

Keep this in mind the next time you see some jerk on KQED pleading and begging for your contribution.

It would be nice to just turn the channel. They are little more than two-faced arrogant actors performing in front of a camera. The real story behind the scenes is much different. But ... PBS is the best television has to offer and we all need to support it. For us in San Francisco that means KQED.

They will get a contribution from us once a year but nothing beyond that. San Francisco needs KQED and PBS, but we don't need the impudent, insolent and impertinent attitudes of some KQED employees who are charged with the responsibility to interact with KQED donors and members.

If Jeff Clark was any good at his job, he would clean house and get someone in Member Services who is a real professional and who is able to hire and supervise good, capable employees who are themselves member services professionals. Making that kind of investment of his time and budget - really making some sweeping changes - will pay-off in the long run and produce a larger donor base of satisfied and contented members. If Clark fails to see the light, it may be a failure that may eventually cost him his job.

Until then - expect more and longer pledge breaks - those endless commercials KQED employs because they always need money.

If you have anything you want to tell KQED, here's how to do it:

KQED
2601 Mariposa Street
San Francisco, CA 94110
tel:
KQED Map
[get directions to KQED]

Office of the President:
email:

PBS Ombudsman
www.pbs.org/ombudsman

TV Comments Line:
tel:
Record a statement about programs aired on KQED TV

Member Services:
tel:
email:

Signal Society:
tel:
fax:
email:

Robin Grotch, Director, Signal Society:
tel:

Producer's Circle:
email:

Terrel Hutton, Director, Producer's Circle:
tel:

Leadership Circle:
Robin Smith, Director, Individual Giving:
tel:
email:

Sponsorship:
email:

Monika Chinai
Executive Director, Sales and Marketing:
tel:

Earl Blauner, J.D., Director, Gift Planning and Endowment:
tel:

Karen Marek, Associate Director of Gift Planning:
tel:

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