The Biz of Pacelinebiz

Turning things on end to achieve results!

Being Authentic, Part Two

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Honesty Is The Best Policy

Honesty Is The Best Policy

I was recently investigating a change to the 3 essential services needed for any home – Internet, Phone and TV. Concurrent to this quest, I received a series of unsolicited offers in the mail from a nationally known provider of said services. I had some free time between appointments one day so I decided I would take my multitude of offers and nail down that great price for the telecommunication trio.

I walked in the store and was quickly waited on by a representative. I explained that I had these offers, every one of which was better than the one before. He didn’t seem interested in my offers and proceeded to tell me what they had on sale. The last bundled 3 pack offer I got had the ultra low price of $79 for the holy trinity. He printed off his sheets for 100 channels 200 channels and 300 channels and the prices were curiously all about the same between $115 and $125 per month. This is still a better deal than I have with my current set up but what happened to my $79 dollar deal?

He tried to explain to me the differences in the plans but I only had about 30 minutes before my next appointment so I had to leave and study the information back at HQ. This should not be so complicated. What happened to the deal that got me in the store? There were so many variables and things going on “behind the curtain” that I was very distrustful of the entire process. They did a bait and switch teaser rate and muddied the waters so I could not make an informed decision. Is this the ideal way to treat a customer? I think not.

I suspect that they realize they are providing a service that is essentially the same as the competition.  What they aren’t telling us is that their 300 crappy channels are just like Brand X’s 300 crappy channels.  The way they differentiate themselves from the competition is with their commercials. They want us to choose them because their cute puppy is better than the competition’s talking unicorn or some such nonsense.   

I think what they should do is give their customers a reason to stay with them and potential customers to do business with them.  How about touting good service when a problem arises?  What about consistent delivery of the product with minimal amount of down time? That might also be a good thing. Perhaps they should take a cue from Delta Airlines who says the real difference between them and the competition is that the people at Delta are better. 

I am still looking for an answer to my telecommunications decision but I am getting closer and closer to going retro and buying an antenna for my roof and using Hulu Plus and/or Netflix as my content provider.  Of course I will buy a subscription to MLB.tv for about $10/month for my baseball needs.  Doing this I will save about $60 per month and I will program my own network of stuff I like to watch.

Have a great week being authentic with your customers.  They will thank you with their loyalty.

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