Pushing Away A Loyal Customer

Posted by Kristin Arnold on June 28, 2008

Have I told you that I am moving cross country from Alexandria, VA to Scottsdale, AZ? Yep….loaded up the U-Haul truck and auto transport and we’re driving cross country.

Currently in Clarkesville, Arkansas (never have been in AR before!) and spent the ENTIRE day yesterday trying my darndest to stay loyal to Verizon.

You see, I love my fiber optic high speed wireless in Alexandria. Verizon calls it FIOS; I call it blazin! And, I wanted to transfer the service over to Scottsdale. Sounds simple, doesn’t it? Well, it wasn’t.

Spent most of the day on the phone trying to get the right person to START my service in Scottsdale. 15 minute wait, then a disconnect. Happened three times. I almost threw my cell phone out the truck window.

I really want to do business with Verizon…but you can’t talk to a live body.

So, in desperation, I called QWest, and was delightfully surprised at the attentive and responsive people (Jeff, Kim and Gail) who answered the FREAKIN phone, handled my request pleasantly and thoroughly.

Although I will miss my FIOS, I will NOT miss Verizon. Sorry guys, I tried. And, for those of you trying to call my old phone number, that number has been disconnected and Verizon says they “can’t promise” to add the forwarding number to the disconnect announcement. So…the message from Verizon is “don’t let the door hit you on the way out!”

Question: What are you doing that makes it hard for your customers to stay loyal to you?

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