Telecoms, globally, are rarely applauded for providing great customer service experiences. I have to admit, though, that in the last 5-6 years, we have been getting a pretty consistently positive experience from Canada’s Rogers Communications. Yesterday, they really knocked one out of the park.
Apparently, on my recent trips to Hong Kong, Malaysia, Costa Rica and Guatemala, I had neglected to add an international data plan to my phone. The reason I know this, is because I got a call yesterday from Donna in their Investigations team. They saw the giant spike in the bill, and called me to find out what was going on.
To make a long story short, Donna was delightful. She managed to thoroughly and effectively scold me – but somehow in a fun way – for my lapse in judgement. She then offered to back-date an international data plan, so that I would pay only $100 instead of the $1,000+ that was showing on my bill. She made it VERY clear, however, that this was my one and only mulligan.
In my speaking engagements over the last couple of years, I’ve been railing about how too many companies – telecoms in particular – just don’t get customer loyalty. They spend a fortune trying to lure customers in, but little in trying to retain them. Rogers is proving to be a delightful exception.
Was it worth it for them to give me a $900 break? Let’s do the math:
Five or six years ago, we switched all of our services – cell, phone, internet, etc – away from one carrier, and most of it went to Rogers. I estimate that over that period of time, we have spent somewhere close to $50,000 with them. Their cost of this $900 break they gave me was probably around $50. Good business decision? I think so.
More importantly,based on this single experience alone, what is the likelihood we might stay with them for another five years? Pretty good, I’m thinking.
Donna, thank you for the delightful phone call. Rogers, thank you for standing by a long-term customer. Great experience all around!