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Weekly Memo – September 20, 2011

I have never been able to figure out why big companies treat their long-term customers worse than prospective and new customers. Just look at all the special offers cell phone providers, television service providers, Internet service providers and others make to new customers while their customers, who have no cost of acquisition, pay more.

Of course, sometimes you just have to ask (which, again, makes no sense to me). One would think existing, loyal customers would get the best deal, wouldn’t one?

I just had the above experience with our television service. We received an offer from the largest satellite provider and it appeared to be a very good deal. The net rate was about half of what we’re now paying. However, the person I talked to was a horrible sales rep and I didn’t like the way she handled the call or some of the (manipulative) things she said to me. I disliked the call experience so much I wrote the company to complain. This of course put me in a bad frame of mind in regards to doing business with them.

So, I called our current provider, Comcast, and told them I needed my monthly rate decreased because their competition had made me a heck of an offer. The just about matched it and added another channel package. My new rate is about 55% of the old rate and that makes me wonder why they couldn’t offer me that in advance to keep me from shopping.

Bottom line; take care of your existing customers. Shouldn’t they get your best deal?

“People expect good service but few are willing to give it.” 

Robert Gately

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