What's Your Problem?

November 15, 2011
The Chicago Tribune's problem-solving advocate hacks through the bureaucratic roadblocks of the contemporary customer experience. Yates admits that he's come a long way from his roots as a sheepish kid and reticent college student to becoming Chicago's solutions guru. He effectively distills his years as the Tribune's "consumer conscience" in a book that tackles a variety of thorny and universal buyer-beware issues. As a common consumer, Yates sympathizes with those given the circuitous company runaround when simply seeking problem resolution. Refreshingly, the author doesn't mince words about today's fiercely competitive marketplace. Companies are in business to make money, they routinely avoid confrontation and being nice only goes so far when aiming for real results. The author dispenses pages of practical information on how consumers can avoid being taken advantage of whether by circumnavigating circuitous call centers, initiating small-claims court cases or battling utility providers and banks. He provides cautionary counsel on too-good-to-be-true product deals, service contracts and automobile financing, exposes cunning scamming operations and, perhaps most importantly, provides a definitive listing of "consumer commandments." Elsewhere, Yates directs readers to resources like junk-mail removal websites and offers counsel on the most effective way to complain, and he reiterates that dogged determination is often the key to a successful negotiation. Rather than solve consumer problems, as in his newspaper column, the guidebook supplies the necessary tools to empower consumers to help themselves. "At some point," Yates writes, "we all must become our own best advocates." A goldmine of hand-picked information for those trying to navigate today's tough consumer terrain.

(COPYRIGHT (2011) KIRKUS REVIEWS/NIELSEN BUSINESS MEDIA, INC. ALL RIGHTS RESERVED.)

January 1, 2012

Yates compiles the advice from his Chicago Tribune column, "What's Your Problem?" to help you overcome your problems and get results. According to Yates, it's all about knowing what prods utility companies, what motivates government officials, how customer service works, and how airlines are held accountable. He has helped readers solve myriad problems from correcting a misspelling on a tombstone and contesting a traffic ticket to dealing with unscrupulous home-improvement contractors and fixing an incorrect credit report. Yates provides over 20 pages of addresses, phone numbers, and websites for consumer assistance in a variety of areas. A timely, valuable reference.

Copyright 2012 Library Journal, LLC Used with permission.