Retention & Add-a-Phone?

"Steven J Sobol" <[email protected]> wrote in message news:[email protected]...
> Retention deals are not, by themselves, a bad thing. I only have issues
> with people saying they're going to cancel when they have no such intention.

IMO that falls into the category of little white lies that don't hurt anybody.
Some people are not adroit enough to phrase it more acceptably:
"I received an attractive offer from [SPCS competitor] and am considering it.
What can you offer me to retain my business?"

--

John Richards

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› See More: Retention & Add-a-Phone?

On Tue, 03 Aug 2004 01:26:28 GMT, "John Richards"
<[email protected]> wrote:


>IMO that falls into the category of little white lies that don't hurt anybody.
>Some people are not adroit enough to phrase it more acceptably:
>"I received an attractive offer from [SPCS competitor] and am considering it.
>What can you offer me to retain my business?"

I didn't even say that. These people aren't all dim, and they
have the record right in front of them. They could see that I've been
a good customer for six years.

In my case I said roughly the following: "I've been a good
customer since 1998 and basically I'm satisfied with my service. But
my Adv. Agreement was done long ago, and lately I've been looking into
my options. If I were willing to sign on for another contract, could
you give me a better deal than what I'm getting?"

The guy said that he could offer me such and such, but that
Sprint can do better than what he's authorized to allow. So HE
suggested switching me to cancellation. "Just explain to them what you
told me" he said. I did, and they gave me a sweet deal. Smiles all
around, no embarrassment, no awkwardness, no lying.

You read all these horror stories here about dealing with
SPCS. I'm a firm believer that you get as good as you give. If you're
honest, direct and polite, if you treat people with civility and not
suspicion...well, occasionally you'll still get burned - that's the
way of the world. But I've found that by taking that tack with SPCS
I've gotten great results.

DGI

David G. Imber <[email protected]> wrote:

> The guy said that he could offer me such and such, but that
> Sprint can do better than what he's authorized to allow. So HE
> suggested switching me to cancellation. "Just explain to them what you
> told me" he said. I did, and they gave me a sweet deal. Smiles all
> around, no embarrassment, no awkwardness, no lying.

Great idea.


--
JustThe.net Internet & New Media Services, http://JustThe.net/
Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
PGP Key available from your friendly local key server (0xE3AE35ED)
Apple Valley, California Nothing scares me anymore. I have three kids.

In article <[email protected]>,=20
[email protected] says...
> In my case I said roughly the following: "I've been a good
> customer since 1998 and basically I'm satisfied with my service. But
> my Adv. Agreement was done long ago, and lately I've been looking into
> my options. If I were willing to sign on for another contract, could
> you give me a better deal than what I'm getting?"
>=20
> =09The guy said that he could offer me such and such, but that
> Sprint can do better than what he's authorized to allow. So HE
> suggested switching me to cancellation. "Just explain to them what you
> told me" he said. I did, and they gave me a sweet deal. Smiles all
> around, no embarrassment, no awkwardness, no lying.
>=20

Awesome. Both you *and* the rep acted as I would hope all SPCS reps=20
do, although I must concede not all do.

--=20
R=D8=DF
O/Siris
~+~
"A thing moderately good is not so good=20
as it ought to be. Moderation in temper=20
is always a virtue, but moderation in=20
principle is always a vice."
Thomas Paine, "The Rights of Man", 1792