Thursday, July 12, 2007

"It's Not You, It's Me"

That's what Sprint has said to 1000 customers. Those 1000 people generated 40,000 monthly phone calls to the customer "care" center.

Here's what the letter said:

"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information," the letter reads. "While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs."
"Therefore after careful consideration, the decision has been made to terminate your wireless service agreement effective July 30, 2007."

Sprint has waived the early termination fee for these folks, and is cancelling their last bills.

Yeah, it's probably a PR disaster, but I like it. People making, on average, forty calls a month to customer care are probably not interested in resolution. They're interested in complaining. If you've ever done customer service work (retail, restaurants, etc.), you've met these folks. They come to your restaurant time and again, complain most of the time, get free food, rinse and repeat. These are the folks who say things like "every time I come here something goes wrong." And as the service professional, you're actually not allowed to make the only logical response to this statement: "Gee, why do you keep coming here, then?"

I think Sprint is doing those folks a favor. They're probably not doing T-Mobile and Verizon a favor, but I guess that's not their concern. Perhaps the complainers will put some positive energy into finding a company that meets their needs.

Maybe Sprint is doing us all a favor, reminding us that complaining about that which cannot be changed is a fruitless effort. There's so much out there we really can change. Better to spend time on those things.

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