Poor service, but thank you anyway...

Mortgage and Lending with Mark Fidgett - www.NotaPennyDown.com

As a Vancouver mortgage broker, I’ve made it my practice to get the best price I can. I strive for fairness – that’s why I was so disappointed when my cellular phone provider Fido took so long to show me that they appreciated my business.

Here’s what happened: Over a cup of coffee my wife and I learned from friends that Bell charges $50 for 40 minutes talk time anywhere in Europe plus 200 texts and 25 megabytes over a 30-day period.

Shortly afterwards I checked the Fido website where I discovered a service package similar to Bell’s would cost $160.

An optimistic start

I then made my first call in a long and frustrating process. I wanted Fido to match Bell’s package, but no one at Fido seemed able or willing to do this.

I tried to make them care. I told them I had been a client since day one. They told me they cared but there were no discounts on international packages. We talked some more. The rep came back with a $50 discount. This brought the charges to $110. I was referred to the ‘Client Retention’ department. I told my story AGAIN. I was told I was appreciated and because I was such a good client, Fido would give me $25 off.

Things get worse

I was going backwards. I told the rep I had already been offered $50. He told me that was incorrect and not allowed. I was worse off now than I had been ten minutes before.

We talked. He combined both discounts, $75. Now I would pay $85 to Fido. I was disappointed, saddened, and discouraged. I gave up on my hope to get Fido to match Bell’s $50 price. Did they really value my business and loyalty?

Is there a better way?

I wondered why I’d had to spend so much time solving this problem. Why did my desire to match prices have to be such an exhausting exercise?

As a self-employed Vancouver mortgage broker, I understand the importance of profit and loss. I have also learned the importance of getting my clients the best deal possible, not the second best.

The next day I welcomed a new client to my office, a referral. Somehow we got on to the subject of iPhones and I ended up telling him about how long it took to get even close to my expectations of Fido.

A winning strategy

My new client smiled. He then told me why he chose me to be his Vancouver mortgage broker. He knew he wouldn’t have to haggle for the best rate. He could trust me to provide him with the best mortgage for his needs, and he would only have to make one call.

To that end, I guess I have to thank Fido for reminding me why I do what I do.

Mark Fidgett is a Vancouver mortgage broker and the driver behind www.NotaPennyDown.com

Your Vancouver Mortgage Broker For Life


P.S. Who’s the next person you know who wants to save thousands off their mortgage? Be sure to give me a call so we can help them! 604-273-2002

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Comments (2)

Mark Loewenberg
KW of the Palm Beaches - Palm Beach Gardens, FL
KW 561-214-0370

you did the right thing and your clients know that you will do the right thing for them as well!

May 09, 2013 11:54 AM
Noah Seidenberg
Coldwell Banker - Evanston, IL
Chicagoland and Suburbs (800) 858-7917

This sales business has disappointments. I have had many good and bad experiences.

On to the next Mark

May 09, 2013 12:31 PM