Your Service Model Is Broken

A recent inquiry about transferring cable internet and phone service from one business location to another earned a response that was little more than a rundown of all the limitations the company placed on such a transaction, and what they couldn’t do.  Nothing about how excited they were to help.  No offer of options.  Just a flat, “these are the rules; take it or leave it” message.  When the reply came that the business would shift its service back to a phone carrier, the cable rep’s response?  “Okay.”  How do you suppose their sales department, which has volume goals, would feel about that?  If your people don’t understand the tight connection between service and customer retention, you need to make that happen, or old clients will walk out the door as fast as new ones arrive.  And that’s exhausting.