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November 22, 2004


Justin Hansen

Excellent message. I agree.

I had a similar discussion with my ISP recently. They're busy competing for new customers, but take existing customers for granted (especially those that have been with them for a long time, and use them for a number of services).

They offer the new customers great deals ("no contract!", "entry-level plans", "dedicated account manager") that existing customers had asked for but never received (and now are precluded from receiving until contracts expire).

Feels like they're treating existing customers like hostages - "we've got you, so just shut up". Instead of offering what I want (reduce the cost of existing plans) they offer something that is meaningless (bigger download limits for same price).

Complaints to the Marketing department go unanswered.

It really makes you feel like switching.

Same happens in the practice of law. Good lesson to learn.

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