Attention, customer service managers and corporate trainers everywhere. This blog post is for you. It might help you remain in the good graces of your customers, current and former.
When I purchased my new home in the spring of 2007, I changed my security alarm services from ADT (who I'd been with for 11 years) to Monitronics, solely because they gave me a better deal. A few months later, I wanted to change my telephone service to digital service via my cable company. But when I placed a call to Monitronics, they said they couldn't guarantee their service would work with my cable provider. Two or three more times over my three year contract, I called Monitronics to see if my cable provider was on their list yet, and each time I was told no. They also increased my monthly fee annually which I didn't know they would do (it was in the very fine print of the contract).
With my three years up and my cable provider giving me an amazing deal to switch to their phone service, I opted to return to ADT. Their installer came out yesterday. With the installation underway, I called Monitronics to cancel my service. I told the fellow I wanted to cancel and here is a general representation of how things went from there:
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CS (customer service): May I ask why you are cancelling?
Me: I have wanted to change my phone service for the past three years and Monitronics couldn't guarantee they would work with that company. ADT was able to make that guarantee. Also, ADT is charging me over $5 less per month than you are charging me.
CS: Would you change your mind if we can work with the cable phone?
Me: No, I'm sorry. I've already made up my mind. Would you please tell me what I need to do to cancel?
CS: I know we can meet their monthly rate, and I can assure you that we can work with the cable phone.
Me: How can you assure me of that when the support folks at Monitronics couldn't? I've called several times over the past three years and was always told Monitronics might not work if I changed.
CS: We would really like to keep you as a customer. What do we need to do to make that happen?
Me: I'm sure you would like to keep me, but I've made up my mind. What is it I need to do to cancel?
CS: We will work with the cable phone, and we'll beat ADT's charge.
Me: Perhaps I need to speak with your supervisor. I am really not interested in staying. All I want to do is cancel.
CS: But we want to keep you as a customer.
[I made note of the time. Total call took over ten minutes, so this is just a brief version.]
Me: Would you please give me the info on how to cancel? I am becoming so frustrated now, that even if you offered me the service for free, I wouldn't remain with you. Do you understand this?
CS: I'm sorry that you feel that way, ma'am, but we really would like to keep your business.
Me: I realize you are trained by your company to do whatever you can to retain business. But this has become a very distasteful phone call. All I want to do is cancel. All I'm asking for is what the process is to make that happen. Can you please give me that information?
CS: We will work with the cable phone, and we'll beat ADT's charge.
Me: I have had enough. Why are you making this so difficult? I want the information for cancellation and I … Want … It … Now!
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Well, I finally got the needed information (had to be in writing and delivered by mail). So I wrote the letter and included why I would never recommend Monitronics to anyone, all because of this sour customer service experience. The letter went out via Priority Mail yesterday.
Now, I know that the employees in customer service departments can get yelled at when something isn't their fault. I'm content to know I never yelled at this guy, no matter how hot under the collar I felt as the minutes ticked by. I also know that CS personnel often have quotas to meet and their jobs can depend upon their ability to retain customers. Perhaps that is what was happening here. If so, that is still Monitronics fault because, as I explained to him, once I said my mind was made up and please give me the details of how to cancel, he should have politely given me, the customer, what I wanted. Up until this phone call yesterday, I would have recommended the company to potential customers without hesitation.
And now I'm going to go write a complimentary email to the manager at ADT about the terrific service I got from the installer because apparently I have really screwed up phone wiring (I ran into this when I moved into the house but had forgotten). I like to remember to always praise and thank people who provide good service, and this negative experience is a good reminder to be thankful to the folks who provide the good kind.
~robin
