Category: 
| Written by Jono Cono The last time I switched it up I did it all in one shot, something referred to as Churn. That’s right, I churned and big time, something the company probably didn’t like but the person on the other end of the phone couldn’t care less about. In business you have to do not only what’s right for the business but what’s right for the customer, too much on either side will end up hurting everything!
Living in a city you are availed more choices by default when it comes to who you do business with. When it came to my phone, internet, mobile and cable I had one company providing all those services to me. It was great for me, everything on one bill, easy to keep track of and pay. While it may have been a good thing for me it was a bad thing for the company providing me all the service (Bell). Why? Because once they had pissed me off bad enough I didn’t just switch one service I switched all of them. It doesn’t sound like that big a deal right? I’m just one person, so if they’re losing out on the $160 a month, who cares! But when you start adding that up over the year and multiplying that by all the other disgruntled people just like me then it starts making a difference.
The whole thing came about because my home phone line service would drop and I ended up without a home phone for almost two weeks straight. Give me a break I live in the middle of the capital city of Canada and you can’t fix my freakin’ phone in less than 24hrs! What the heck is the matter with you, I don’t live out on a farm hours away from civilization. Needless to say I got fed up and switched all my services. Oh and the reason why my phone line kept dropping was just because of a three foot stretch of bare line that may have cost fifty cents to replace and now they’ve lost thousands from just little ole me!
So bad customer service costs money, it costs huge money, more than people think. As a general rule I think customer service in Canada sucks, when’s the last time you called somewhere and had to sit on hold for 45 minutes only to get through to someone and get transferred to the wrong department where you get transferred again only to wait on hold and finally disconnected two hours later. Come on people, the telephone and routing switches weren’t built yesterday! Customer service is about providing Customer experience and not a bad experience at that.
