dp thoughts.png

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

If you liked this post, don't miss the next one: get dpThoughts delivered to your inbox up to three times each week. 

(Or add me to your RSS feed and get every post in your reader as soon as it's published.)