One afternoon I reflected upon how much we were spending on watching TV.
We needed satellite because we are in an area that gets poor reception, and for a long time Sky was the only option. Then someone told me about free sat boxes.
As Sky had been my supplier for a long time I phoned them to ask them what they could do for me to reduce the cost of my TV package. Of course the phone number you call in to cost me money as I was not a sky phone customer!
The usual IVR sent me in all directions and I eventually got through to speak to a human being. It was quickly very clear that my customer loyalty stood for nothing.
The agent spent 35 minutes trying to up sell me broadband and a phone package and tried to trade my TV package down by turning off elements of the current deal. She was evidently targeted to up sell to customers rather than listen to the customers nominal value
In the end I gave in, and served the 31 days notice required to terminate my relationship with Sky. In the meantime I purchased a free sat recordable box, easy to install.
The free sat channels are brilliant and the recording facilities are equal to, if not better, than the Skybox.
It’s been about a month since we became free from Sky. Guess what – as a ‘valued customer’ I have just received a flier through the post telling that I was a loyal and valued customer, and that they would like me to come back to them with a 25% discount for a year!
What a pity that they don’t empower their frontline agents to offer such discretion to existing customers a false logic if ever I saw one. I bet that they have a target to get former customers to return to Sky. It will be a different department. I cannot wait to see what they send me next…. What a mad world we live in.
Then the inevitable happened. I received a phone call from Sky asking me if I had received the flier about discounts for valued customers.
The agent I spoke to obviously had no information about me as a client, or the recent history. Obviously not, she was probably from a different business unit, with a different set of objectives to the other teams that have contacted me in recent weeks.
I quietly explained what had happened, and the irony in her phone call. She quit the call quickly as she was clearly not going to meet her target to get me back as a Sky subscriber. It’s obviously not her fault, she has a job to do and bonuses to make.
A crazy world – a company is prepared to waste so much resource losing my custom, and then trying to get it back! Multiple that by hundreds or probably thousands.
They have an internal industry of worker bees who in systemic terms are adding no value to the bottom line.
How different is your organisation I wonder?
Experience suggests that a better understanding of what is actually going on at the front line from a customer perspective will give leaders a more informed diagnosis of the real problem that exists and the actions that can be tested to solve it.
We help leaders to purposefully reflect upon their current challenges, and identify practical and pragmatic ways of getting balance back into the demands upon your life, and delivering positive results in work and life.
Our one to one support will help you to cut through to the nub of your personal challenges and help you to facilitate a way forward that will give you: –
- Clarity around the key business issues that you are facing and a clear approach to tackle them
- New capabilities, and capacity to meet future challenges
- Greater personal job satisfaction
- Strategies to deal more effectively with difficult people or situations in your working life
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