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Ideas. Insights. Inspiration.

Thanks... but no thanks.

Last week I got an email from my internet services provider. It began as follows:

"Your (company) Internet promotion is ending soon, but to thank you for being a loyal customer, we are automatically applying a new promotional discount to your account."

"Wow, that's great," I thought. "It's nice to know the amount of money my family spends with (company) every month doesn't go unnoticed, and that we're appreciated as customers..."

Then I kept reading...

"Starting January 13, 2021, your new monthly fee for your (company) Internet service will be $XX.XX/mo., after a promotional discount of $40.00/mo. for 12 months (subject to rate increase)."

"Okay," I thought, "but, my promotional discount up until this email was $50/month... so to "thank me for being a loyal customer", the cost of my internet is actually going up by $120 a year plus HST?!?"

This telecommunication company's understanding of how to thank a loyal customer needs a lot of work... but their "spin" game is exceptional.

Frankly, I would have rather gotten an email just saying, "Your cost is going up by $10/month".

At least that way, I'd know the company wasn't trying to treat me like I'm stupid.

- dp


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