We’ve been Cingular customers since 1998. Of course we all know that they were bought out by AT&T a few years ago and since then the customer service is shaky sometimes. I am NOT a fan of “monopolies” when one company has our business advertising, our land lines, and our cell phones; I think customer service wavers a bit.
Hence the one time it took me 8 months, numerous hours on the phone, speaking to so many customer service representatives across the entire country, that I lost count; to resolve a $352 credit that was due to us. But I did it. And the drinks were ON ME that evening.
Get to the Point:
Everyone knows that Verizon announced they can sell the iPhone 4 early this February. After that announcement (in fact only 12 hours after), I had to call AT&T on an unrelated customer service issue.
The love fest on the telephone from the customer service rep was unbelievable and left me feeling a little nauseous.
I was told REPEATEDLY:
“Thank you so much for your business”
“Thank you for your patronage and as an iPhone customer”
“We value your business and thank you again, for being an AT&T customer”
I mean it’s not like every time I call they are rude, but this guy was OVER the TOP. And, pointedly singled out the fact I was an “iPhone customer” again and again.
Hmmmmmm. Feeling the heat a little AT&T?
So do you (and me) wait until we feel the heat to reciprocate to our clients and be grateful? Do we wait for a competitor to come into the market to stir it up or are we continuing to build client relations and loyalty?
Don’t wait until it’s too late. Trust me… this was an “aha moment” for me as well. I love to sell. I love to plan. But the extra touches for client relations sometimes can lost in the daily grind.
Time to step up our game!