Because of my robust hatred for Verizon and their pathetic excuse for customer service, I am more than happy to spread this ridiculous phone call with Verizon reps (thanks to Ian for passing it along):
It’s about 20-minutes long, but you will be amazed the entire time.
What Verizon doesn’t yet understand (as well as many other huge companies) is that you can’t treat people like idiots anymore. Everyone has a voice, and you never know when you’re talking to someone who will tell others about how you’ve treated them. Some will tell their friends how great you are, while some will blog about how terrible your service is to their audience of 1,000+.
It’s so much easier to just say, “You’re right, we screwed up. We’ll eat the bill this time, and we’re extremely sorry for all the confusion.” Instead, they argue with this poor guy over something so simple (while never admitting they’re wrong), and piss him off to the point where he records the call and posts it online. The damage to their brand from people who complain is far greater than the money they’ll gain from ripping one person off.
To all small business owners reading this: Swallow your pride and appease your pissed off customers. It doesn’t matter who’s right. Treat them with respect, and restrain your condescension.
The fact that marketers repeatedly have to write about this issue is absurd. It’s so basic and fundamental, yet so many businesses still manage to screw it up.