Lately I have been going through our family expenses and the amount we pay for things like: Satellite TV, cell phones & internet are crazy expensive! So I started calling each of our providers and asking about different options that might lower our monthly bill. When I spoke to our internet provider the customer service rep I spoke with was extremely nice and helpful. She informed me that there was a new offering I qualified for that would lower my monthly bill by over $75 AND increase the amount of Wi-Fi data we receive!! The increase in Wi-Fi data was significant! I was really shocked so I asked her multiple times if that new price was the entire bill – that the offer was really true, etc. She confirmed each time, giggling at my excitement. Bring on major happiness! Maybe there is such a thing as customer retention!
But, my happiness soon turned to grouchiness the next month when the bill arrived. The bill was lower than it had been previously but it was no $75 cheaper. I call them up and tell them about my previous months conversation about the new price of my bill. The customer service agent actually laughed at me. I mean, not a cute giggle like the previous month, but full-on laughter. She proceeds to tell me there is no such offering and that the agent had been wrong to make me that offer. I expressed my frustration and anger but the agent’s only reply was that I was still receiving a much lower monthly bill.
No Focus on Customer Retention
So here is where I really get angry – every single day I see commercials for this internet service provider offering new customers a substantially lower price that what I, a long-time customer, can’t receive. Why is it that getting new customers is the only thing these companies seem to care about?? Where is the reward for long-time loyalty?? The same exact story goes for the cable TV, satellite TV & cell phone providers. It’s just all about the new customers… I attempted to lower our cell phone bill by reducing the amount of data we purchased each month only to find out that would make our bill higher than before. WHAT?? Well, it’s because of new fee structures you see.
I’m glad that most businesses don’t operate that way. Small business and even big-box-stores seem to care about customer retention. Too bad it wasn’t that way for majority of businesses…