I frequently drive on a nearby tollway because it is convenient and was originally designed to be quicker than others routes. Of course there are free alternatives such as Interstates, state roads, county roads, and surface streets. In general though, renting an expressway for your trip has its merits – in theory.
It’s supposed to be limited access, better maintained, quicker, and serviced with food and gas stops.
Now in practice – I’m sure that on least one day in the years and years that I’ve been using this particular tollroad it’s not been under construction in some form, but I can’t tell you when. There are barricades, big orange cones and barrels, torn up sections of roadway, missing or closed shoulders, uneven lanes due to partial resurfacing, or just plain new construction of additional lanes, exits, or tollbooths.
On the Interstates or local roads, construction is a nuisance – but to endure it continuously on a road that you have to pay to drive on!
Here’s my point. If we check into a hotel that is less than satisfactory because part of it is under renovation, or there’s a power outage, or the air conditioning isn’t working, or they’re short staffed, or the TV doesn’t work properly – or if we go to a restaurant and receive poor service or an inadequate meal, we ask for and expect an adjustment on the bill. We are not willing to pay full price for less than full value.
However, we neither demand, nor expect, such concessions from our friendly tollroads. We gladly pay to drive on them when it’s more like traveling an obstacle course or when it would be quicker to take a 30 or 35 mph surface street.
And then the height of disrespect – as if paying to drive on torn-up roads wasn’t enough, they periodically raise the tolls to offset a drop in usership. That’s right, when fewer people drive – and why wouldn’t the numbers decline – they raise the rates as an incentive to increase usage.
What a great way to build a loyal customer following!
* For more information about my consulting and coaching services visit my website stevehoffacker.com.
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