Sky junk mail

A few months ago after 13 years as a loyal customer of Sky we parted company. A hopeless situation.making efficiencies

I was looking for a better deal they just wanted to up sell me broadband and phone.

A targeted sales operation cynically positioned as a way of reducing cost. After a good 40 minutes of chatter I gave up and terminated the relationship.

Ever since the marketing department had bombarded me with deals to entice me back. How ridiculous can it get?

If the customer services function and the sales/ marketing departments considered working together the could retain more customers. Instead they are set up to compete. That’s why the fees are so high in the first place.

Lots of money poured down the pan chasing customers. Why not try something novel and look after the ones you already have.

What a mad world we live in!

Sky if you are reading this please do us a favour and stop sending us junk mail with offers in them. It’s too late you had your chance and you blew it.

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We would like you to come back to us…

One afternoon I reflected upon how much we were spending on watching TV.

We had been loyal customers of Sky for 13 years.P1040211

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?

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