Dumb individuals, smart crowds??

This crisis has many lessons for us, and one of them is that there is no such thing as "wisdom of the crowds" or "smart mob". I don't know who first came up with this nonsense, but it is so obviously stupid that it is hard to believe these phrases actually entered our vocabulary. What is the premise? That a bunch of people who make stupid decisions on their own would somehow be more capable of making correct decisions by being in a large group? Or is it so that their own stupidity is counterbalanced and diluted by the wisdom of others in that group? (But if that's the case, wouldn't we be better off with just the good decision makers, without the need to counterbalance the fools?)

This fallacy was, supposedly, reinforced by the Word Wide Web, which seemed to prove the Marxist thesis that sufficient quantity will transform itself into quality, in other words, a gigantic pile of garbage will create such a pressure that it will beget diamonds.  One has only to read the comments left by readers of articles and blog posts to know that this can't be true.  It is, in fact, rather depressing that so many of us are such idiots. Among the 327 comments left undearneath an excellent interview with Niall Ferguson, there are  "insighful" analyses like this one:

Paul Collins from Canada writes: Niall Ferguson is not the voice of reason but is in fact as mad as those in government and in industry. Those in power are mad if they can hold onto power forever. Nothing lasts forever. THESE PEOPLE ARE MAD!

Sure, this drivel is outnumbered by many more sane - even if negligibly so - comments, but how does this make the crowd of commenters smarter? Garbage does not produce diamonds, just makes them more difficult to find.

Dis-service

It is shocking how much the culture of customer service has deteriorated in some industries in just a decade or so. Sure, the recorded voice will tell you, "Your call is important to us", while placing you on hold, and the person at the other end (once you get connected to a real person) will apologize for the inconvenience you experienced, but in many cases it is just a veneer on a very rotten material. Not in all cases, because there are still examples of great service: recently I had a problem with Amazon.com's website and called the phone number for help. The recording told me that no representatives were currently available and asked me to leave a phone number, so that they could call me back. I did leave a number and a few minutes later received a phone call from a person who then proceeded to resolve my problem. It truly was a very positive experience.

Airlines, on the other hand... My very recent trip was a reminder of why I started to hate flying. From an exciting and somewhat exhilarating experience, flying has transmogrified into this experiment in how much humiliation and bad service can customers endure. For starters, I was shocked to discover that the airline I fly the most is now charging $15 per checked-in bag! I was not warned about that (my last flight had been in June) when I purchased the tickets online. Had I known, I would have packed smaller toiletries and avoided the 5 oz rule. At the airport I was facing the choice between throwing out my toothpaste, deodorant, and a couple other things, or paying the $15. I chose the latter, although mad as hell.

I don't even want to mention this humiliating circus of taking off your shoes, pulling out your laptop, putting all your toiletries into a quart-size ziploc bag, etc. You can't really blame it on the airlines - it was a bunch of mass-murdering fanatics plus an overreacting government, whom we got to thank for this. However, was I really naive to think that maybe these 15 bucks, plus the fact that more people would now try to squeeze their luggage as carry-on, would result in shorter waiting at the carousel?  Yes, I was very naive. So, the airlines decided to start taking more of our money, without giving us more in return?Interesting.

There is also this not-so-new idea of no longer serving food on flights, but instead, selling boxes of junk food. At first they were still giving away these tiny bags of pretzels, but that apparently proved too expensive, so no pretzels or peanuts for you, unless you pay $5. Next step - and I'm sure it is coming - charging a buck or two for the sodas. This is going to be a tad problematic, because we've been told that it is crucial to drink enough liquids during long flights, so initially they will get away with this by offering bad tasting water for free. However, that will soon be taken away and you, "our valued passenger", will be on your own.

When I think about it, it is not a terrible idea per se, this charging for everything separately. If I don't like airline "food", why include it in the ticket price? Same with hotels: I don't watch TV, so I actually would be grateful if they took it out of my bill.  What I don't like is the sneaky, arrogant way they are doing it. If you fly only a few time a year, like I do, you're going to be shocked by increasing cost and deteriorating service. It's like seeing a patient with incurable, slow-growth cancer every couple of weeks - each time you are shocked by how much he changed.

I know, the times when people dressed up before a flight, when the smiling stewardess brought you food and goodies, and real silverware, are not coming back. But how about bringing back some dignity and choice? If they don't want to offer free food, maybe they can sell decent meals instead of these horrible packages of junk? Let me buy a salad, but don't price it at $25 a bowl, please.

What about leg room? I obviously can't aford (or I am not stupid enough) to pay the horrendous prices for 1st class tickets, but I would probably pay reasonable amount for a little bit more space, so that I don't feel like a sardine in a can for 4 or 8 hours. How is this possible that in a country as entrepreneurial and competitive as ours, nobody has yet come up with an idea to beat the airlines at customers service? It's gotten so bad, that I would not really take a lot. Not even real silverware.