How do they get away with honking off their current customers?
(I’m speaking specifically about the major telecom companies.)
After the promise of reduced TV, internet and home phone bills, our most recent bill arrived and our rate had doubled from the previous month’s amount. Double!
So I called to find out what gives?
“The promotion that you were receiving ended, so your billing amount has gone back to full price.”
“Okay, cancel it then please.”
“Well sir, let me see what I can do for you.”
“It better be good or we are canceling our service.”
“We can give you 25% off for the next year.”
“Nope that’s still a 25% increase over last year. I think we will cancel.”
“Wait just a moment Sir, let me talk with my manager and see if I can do any better.”
….minutes roll by.
“Sir, the absolute best we can offer you is a 43% discount.”
“That means our increase is about $13. I can live with that. So I won’t cancel right now. But why didn’t your company just give me the absolute best offer automatically instead of make us both go through this crazy dance?”
“That’s not our policy and frankly Sir, even though its a decision way above my pay grade, I agree with you.”
Why do regular customers receive the worst rates? Is that how you treat your best customers?
If so, you’ve got it wrong. Time to invert the model and give them your best.
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