I am pretty big on expectations. I like to have them and I like to give them. A little lesson I learned yesterday brought that out.
I have been a T-mobile customer for a long time. In our area they have great service-I rarely get a dropped call. Also, no one from T-mobile ever used my Amex card to buy stereo equipment (ATT rep did-major hassle, police report, yada yada).
For the last year and a half I had a Dash smartphone, complete with wifi hotspot access for my laptop. After three replacement handsets in eight months(warranty) I upgraded to the G-1. In setting the phone up, the guy told me it “used a different data network”. Ok, no worries.
A week and a half into it I duck into a Starbucks. No laptop connect. Username and password incorrect. I call support. “You no longer have that feature. That will be an additional $9.95/month.” Oh, and the G-1 is not designed to work as a modem.
I am in a coffee shop and can’t connect my laptop to the internet. Horrors.
I am all about expectations. I like to have ‘em and I like to give ‘em. As a rule, when I hear the word “upgrade”, I think “everything you had before and more”.
To be fair, I might could have figured this out with the fine print. I am usually pretty good at that. However, once I found out that (use your Amex card to buy stereo equipment)ATT was going to cost me $30/month more for an iphone, I stopped looking.
Makes me wonder if we do the same to our members and colleagues when we drop some program in favor of a new one. Do we lose sight of the fact that to them, they might be looking at it as “everything we had before and more?”
To be fair, we “ran a note in the bulletin saying ‘x’ would be discontinued”. Are we unfairly expecting them to “read the fine print”?
One or two simple questions from the T-mobile rep would have prevented this. “Do you connect your laptop at hotspots?” “Is that important to you?”
One or two simple questions for the people we serve can prevent a lot of grief. “If we move toward ‘x’, that may mean moving away from ‘y’. Will you feel left out?”
But then, I’d have nothing to blog about…..