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Diary of a Bad Reputation

This year my family is moving out past the “exurbs” to a true New England small town.  Too small to offer a choice in cable TV providers (yet) … although one always can choose satellite TV. The only cable option is a national company – universally known for terrible service. I know first hand from a previous marketing relationship with them in another state.  It was impossible to start a dialog with their customers due to an almost hostile relationship. The company told us they had fixed the issues – and that is why we landed the marketing contract. Now I will get to see on my own.  What follows is a diary of my interaction with this company as my cable/internet/phone provider in my new residence. This piece will be updated with new information as it happens … but not be re-posted as new.  I will Tweet when updates are added: MAY 26: I called the regional office to ask about specials for new service.  They had several – including one bundle at a very reasonable price that included a substantial gift card to a national store chain as long as I signed a 2 year commitment.  I agreed.  We chose a date for installation (June 18) and they gave me a 2 hour window when the tech would show up.  Then the rep transferred me to a 3rd party verification service (basically a computerized voice reading me the terms … and recording me saying “yes” afterwards).  I finished and the automated voice thanked me and said it was okay to hang-up.  I wrote down the terms and price quoted. JUNE 2:  I got an automated call asking me to call the main office to fix an issue with my order.  When I called, the live person said I had not completed the 3rd party verification.  I had – and was even told so by the computerized voice.  But okay … I can do it again.  She put me on hold for 2 minutes and 15 seconds (yes, I’m timing because of my diary) then the same automated voice as last time took me through the points.  I said “yes” to all and was again thanked and told I could hang-up.  Time of automated call:  1 minute 55 seconds. JUNE 15:  I just learned that my possessions will arrive a day late in Massachusetts (I should be blogging about moving companies … except nobody expects to have  a good experience with them!)  .  I needed to call and reschedule my install so I have a TV, computer and phone to test.  Talked with a friendly customer service rep:  He made the change and cancelled my former appointment.  The rep gave me the day and time I requested – I am reschedule for Monday June 21 between 1 and 3pm.  The agent assured me the former appointment was cancelled, and the new one was all set. JUNE 17: I got an automated call from the company confirming the appointment tomorrow … except I had cancelled.  I followed the instructions on the call – pressing “3″ to cancel the appointment.  An hour later I got the same call … asking to confirm the appointment tomorrow.  Again, I pressed “3″ to cancel and this time it said I would be directed to an agent.  That never happened as the connection was lost.  I sure hope some poor tech guy doesn’t drive all the way down from Worcester for nothing. JUNE 18: I guess they got my message … nobody showed up. JUNE 20: I got an automated message confirming my appointment tomorrow.  I acknowledged by pressing 1. JUNE 21: I got an automated call in the morning giving me a one hour window in which the technician would be at our home.  He showed up within that hour, was very helpful and even ran an extra line out onto the porch so we could watch ballgames out there in the evening.  I was hesitant about drilling through our hard-wood floors to have the internet run into the study (that’s what I call a small entryway).  He asked if we were going to go wireless and I said yes for the laptops – but could not on the desktop as it wasn’t WI-FI compatible.  No problem he says … he had a WI-FI adapter that he ran into a USB port.  He exceeded my expectations that day. This was unique for me to experience a product that my company had a difficult time marketing a few years ago. This brand’s name meant CRAP to people looking for cable TV and my firm’s problem was that our client refused to believe it – saying they had changed. They may have changed (we didn’t know) … but reputation is a hard thing to change. Especially with pages and pages of complaints – all archived in the 140 Character World.

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“There’s A Guy That’s Never Been On A Farm”

Posted by Bob | Posted in Uncategorized | Posted on 23-02-2010

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I remember sitting in a meeting called by our new boss who was coming in to teach us all modern communication skills.

siloHis speech was based on knocking down the silos that existed between the different companies that operated under one corporate umbrella.

After he was done, I was exiting the room with a long-time staff member and I asked him what he thought.

“There’s a guy that’s never been on a farm,” was his response.

At first I thought he was just being funny (because he naturally was) … but as we continued to walk and talk I saw what he was saying.

Each of the 3 companies was top of the line grain – the best stuff.  There was a silo built to house each and let it stand up in supreme value all on it’s own.

Knock down the silos – and you’re left with a weak pile of crap nobody wants.

I still thought he was trying to be funny.  But I didn’t feel like laughing because it made sense.

Seems like synergy is being used as a stretch these days to justify cost cutting.

“But they will save money – only needing one receptionist” (okay – now he was being funny)

There’s a guy who knows how to tell a story in the 140 character world.

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