Your insight on this was brilliant (and prescient). But what was more remarkable to me was the extent to which you’ve attempted over the years to help a company that you were a frequent user of to make better choices (i.e. not just complaining, but contacting United, setting up a website, encouraging people to stay, etc.). Once again, you amaze me. And unlike the comment maker you quoted above, I think you’ve demonstrated your commitment to integrity–to actually practicing what you preach. Well done!

“I am NOT happy…I’m closing my account…”

“Very well…there’s nothing I can do. It’s just MY JOB TO CALL!”

Who is in charge of customer retention for Verizon????

Living in a rural area, there’s always been only one choice for local phone service. It’s not like there was another carrier that you could pick up if you were dissatisfied with the service you received from another. I grew comfortable with this business relationship — and when other options became available, I resisted the change and remained loyal to the company with which I had done business throughout the years. I picked up Verizon cell service and DSL connectivity, in addition to my business land lines.

As a loyal customer, I chose Verizon DSL for the 2nd time when I moved my office to another location. I repeated attempts to rectify a slow connection at this location without success — numerous calls were made and none of their representatives seemed to care that my speed was often a blazing 2 (yes, TWO) download and 46 upload, while other times I had no connection at all. I was told it could be my router. Hello? Verizon, you SOLD me that router about 3 months ago — why not offer to help by sending out another?

This loyal Verizon customer now has Insight cable as a connectivity account. In this case, it was SPEED that mattered. Not simply the speed of my new connection, but also the speed in which my service was in place, and the speed in which my concerns were addressed.

Verizon finally made a weak attempt to provide what I’m sure they feel is an ultimate customer experience. They had a representative call to ask if my now closed ticket (even though I clearly stated I was NOT happy with my intermittent connection) was handled efficiently. After explaining that I was very dissatisfied — enough so that they are losing my business — the representative explained that there wasn’t anything she could do, it was merely her job to call. I’ve yet to hear back from Verizon.

After Scott’s participation at the Directbuy event, I received many email and phone requests for additional information from audience members. I was excited that they were engaged! I noticed as I exchanged emails and spoke with them on the phone, every single person affiliated with Directbuy was also providing ME with a rewarding experience. And you’re not going to believe this one — I received FOUR emails that simply thanked me for my time and wished me a Happy Thanksgiving!

It’s true — Directbuy rocks!