how not to win back customers

The other Sunday I was getting ready for church. I had just gotten out of the shower and the phone rang. “This can’t be good,” I thought, it being 9:15 on a Sunday morning. I dashed over to the phone as Terry was still asleep. I assumed it had to be either my dad or Terry’s sister. I looked at the caller ID display and it read “DIRECTV.”

You’ve got to be kidding me! You’ll recall that we dropped DirecTV in favor of cable some months back, not because we were unhappy with the television service we were receiving, but because our DSL Internet was excruciatingly slow and we decided to switch to cable for the faster speed, knowing that the only way to get a reasonable rate was to get the TV service as well. DirecTV has been trying to get us back ever since.

I picked up the cordless handset, pressed the On button, and without waiting for the agent on the other end to say anything, very nearly shouted, “It’s nine o’clock on a Sunday morning for God’s sake!” I then immediately pressed the Off button.

If DirecTV had any hope of getting us back as customers that about took care of it.



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