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Client Care is Good Business

Posted By Paula Henry on Sunday, September 16, 2007 3:47:00 AM | 6 Comments

Client Care Specialist This is not specifically about real estate or Indianapolis. I know my readers can see the obvious connection of good client care practice regardless of the business or city.

In search of new communication devices to keep me accessible wherever I am, I went online to find a new phone and wireless card. The wireless company I have used since 1998 had a great offer for a Blackberry and the price of their wireless card was not too bad. I went through the online process only to discover I could not take advantage of the offer since I am an existing customer.

For a new customer, the price was $149. For me, who has been a long term customer, the price for the Blackberry was $489. and an additional two year renewal period. Then there was the cost of a wireless card.

I spend a lot of money monthly on their service for my families collection of cell phones, download ringtones and text message habits. I have college aged children:) I spoke to their virtual receptionist and no, the offer is not available to existing customers. Same story at their brick and mortar outlet.

It seems to me a long term client would be given some latitude.......some care and consideration. In the wireless phone industry, where competition is on every corner, I think their service priorities are a bit skewed. They prefer to reel in the new clients with some special offer and keep the existing clients tied to a contract.

I will have to pay the $175. early termination fee because I now have a new cell phone company which gave me a free Blackberry, a free wireless card, a great rate for unlimited minutes on both and a one year contract. It doesn t take a genius to figure out the numbers. If you don't take care of your clients and customers, someone else will. It's common sense and good business sense.

Discussion

#1 Posted by Lynda Eisenmann at 9/23/2007 4:26 PM

Paula,
Loved this one! Isn't it amazing how much some will spend to get a new customer, yet fail to take care of those who have been loyal for so long?

Just doesn't make sense!

#2 Posted by Roberta Murphy at 9/24/2007 9:02 AM

Paula:

If you haven't already paid your cancellation fee, you may wish to check out a company like: http://www.cellswapper.com/

If wireless carriers took better care of their existing customers, companies like this would not be needed.

Shame on them all.

Roberta Murphy

#3 Posted by Cyndee Haydon at 9/25/2007 4:41 AM

Paula - Great post - it is amazing how people will spend a fortune to get a client and then lose them without a second thought. Good luck with it! - Cyndee Haydon

#4 Posted by Jackie Colson-Miller at 9/17/2007 5:22 AM

Great article Paula...that stuff really irks me, too. I'm shopping for a Blackberry, since I am tired of my Treo crashing..I expect I'll be in the same situation!

#5 Posted by laurie mindnich at 9/19/2007 -1:46 PM

Paula, isn't it funny how in every industry, so many miss "the forest for the trees"...looking at the big picture is clearly a better way to offer services to valued consumers! Great info.

#6 Posted by Ashley Gephardt at 9/25/2007 1:49 PM

It is so much easier to keep an existing customer but I guess the cell phone companies don't see it that way. They just use long contracts and high cancellation fees to keep a customer and only sweet talk a new one. No wonder everyone is hopping cell phone providers.