My cell phone stinks
I am very unhappy with my present wireless device. It crashes way too often, the back-light dims when it is not suppose to, battery life is terrible, and it is becoming more and more unreliable.
On first blush the simple answer is to switch devices or wireless providers, and yes I am considering it but here is my conundrum. Based on my research of their other available devices, I would be going from the frying pan to the fire. As for changing carriers, according to industry reports as well as my own experiences with cell phones over 20+ years, I am already with the best, albeit most expensive network.
As I languish over moving to another company to secure a device that my present vendor does not offer, I have stopped into no less than 5 company owned retail stores in the last 10 days or so to “play” with a possible alternative. Each and every time a salesperson comes over to me to see if I need help I explain my situation, and each and every time I do this, they look like a deer caught in the headlights and walk away silently offering no solution.
I get it. They are compensated for new sales and not retaining a current customer, unless the customer is up for contract renewal.
If your sales force works in this manner, beware. Your top-line sales may be okay, but you will never enjoy long time customer retention. Taking care of the customer ought not be a one time experience, it should be a lifetime commitment. This is how you get referrals, renewals and good press.
