I was completely distracted last week, my local broadband provider decided I had cancelled my account… I had not.
There are 2 ways to fix everything — my broadband service originally choose the first way, the immediate “fix.” To them, I had cancelled my service, and “there was nothing that could be done.”
According to the service rep, there was no way the account could have been cancelled unless I had done it and it could not be reinstate. When I asked to speak to a supervisor, I was told “He will not tell you anything I haven’t told you…”
Today, it seems as if many companies are fine with the superficial and immediate solution — solve the customer’s immediate problem or make the customer go away.
This is not the way to create a long-term, loyal customer. Fortunately for my broadband provider, I need this particular service. I was not about to go away — “No” was not the answer I needed. Most companies are not so lucky to have customers that need them, the competition is fierce in most industries.
The second way — taking the time to figure out and correct the error — is what the provider ended up doing anyway, so why didn’t we just start there?
(They found the error and I have my account back.) Don’t take "NO" as a answer…
"I never give up, I never give in, and I don’t take "no" for an answer."
~Doris Roberts (1929 - ) Actress~
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