Just truth, justice and the American way, according to a moderately succesful, self proclaimed colorful, outspoken progressive pain in the ass!

Monday, December 26, 2005

I find this amazing. I've been having the exact same problem with my COMCAST cable for about a year. Every time I call, they ask me the same stupid questions about my phone number, where do I live and what's the problem. This is why technology services companies continue to make money I think. Am I supposed to believe that a company like COMCAST really doesn't have a Customer Relationship Management system? If so, why can't they get my name and account number and simply see...who I spoke to last and the nature of my problem? Maybe if they had that kind of information it would be too embarrassing for them to really see that I have had the same problem for a year. A seemingly simple problem, my national channels don't work. But maybe, just maybe, they could use this information to become a better company. Imagine if someone was in charge (forbid!) of looking at that information for customers who have on-going problems and doing something PROACTIVELY about it? Wouldn't that do something for customer loyalty? If I didn't have to call back if the problem wasn't solved? Someone would actually call me to do something about it? The funny thing is there are companies out there that do that sort of thing. In some ways I guess I should be happy that there are only a few because as an investor it's real easy to predict what companies will be successful in the future and since there are so few of them they tend to get lost in the mix. My friends David Wolfe and Raj Sisodia call these companies "Firms of Endearment." These companies have discovered that you can take care of all of your stakeholders, hold them all in equal reverence and not only be successful, but actually consistently outperform their competition in every sense, including and most notably financially. I don't have a lot of time today so I'll end it here but stay tuned for more info about the FoE's (Firms of Endearment.) Or, drop me a line if you want to know more.


Blogger Dennis D. McDonald said...

Call Comcast service at two different times. Ask them the same question both times: "What will my monthly bill be if I change my service from X to Y," where X describes your current service and Y describes a different level of service (e.g., a different mix of channels, a different number of boxes, etc.)

Be sure to demand that they tell you specifically what your new monthly charge will be.

In the meantime, establish a friendly wager with someone, betting whether or not the dollar values retrieved during the two calls are the same.

Hint: don't bet that the numbers will be the same.

7:08 PM

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12:38 AM


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