My dad recently signed up for Shaw Cable’s plethora of TV options. The PVR, the HD, the Movies on Demand, the blah blah…so he’s getting used to dealing with not only the new technology but the new service departments that go along with it.
Last Saturday was UFC 121 and the family was really looking forward to a night of fights (Hey, that rhymes. You can use it, I’m sure I just created that saying). My dad did what he needed to do for pay per view only to realize he’d rather have it in high definition. So he signed up for that as well. Would Shaw notice that he had signed up for the same event in different formats? It’s not like he could/would watch both.
Better safe than sorry, he called Shaw service to explain that he’d like to cancel one. You would think that wouldn’t be a big deal. You would. The service operator’s response: “we’ve noticed you’ve done this before so I’ll do it one more time for you but next time we’ll charge you.” What now?!
1) My dad is a pretty smart guy and if he’d done it before it probably happened months prior. Not on a regular basis.
2) My dad hadn’t even seen the event yet. It’s not like he was calling after the fact to not pay for a service he’d seen.
So my dad asks for a correction to a mistake and his response from Shaw Cable is a threat? Here’s where the cable company misses the point. My dad doesn’t have a love for them. If they had tried to charge him, he not only would have canceled his service with Shaw (that’s months of lost funds, including future UFC pay per views. Take that “no contract”) but he would have told everyone he’d ever meet to go with a rival company. Is that what you want Shaw?
Here’s a question Shaw: Does it cost you anything to cancel a service?
Here’s another question: In comparison, how much does it cost to lose a customer?
Work with me, not against me. With the amount of competition out there, companies don’t have a power position in their customer relationship. Truthfully, they never did. Take note, build a positive relationship with your customers or they’ll use that power to go somewhere else.