I see you’ve been a loyal customer for years

By
Real Estate Broker/Owner with Pareto Realty TN #251071

Cell phone service and internet/TV carriers are famous for rewarding NEW customers more than existing customers.

These are the companies which have bought into the race to the bottom with SCALE and VOLUME focus.

For these companies, every day is a new day to conceive and offer an unending array of #toogoodtobetrue AMAZING incentives to entice us to leave our current provider.

I seldom pay attention because I know what’s happening . . . bait and switch marketing . . . There’s ALWAYS a “hitch”.

For those people who LOVE a GREAT deal and have no loyalty in their DNA, these schemes are alluring and sexy. They frequent the revolving door of getting more stuff for less money regardless of the inconvenience of never ending change. This is #thrillofthehunt living at its finest.

Meanwhile, the rest of us find this game unsettling. After all – When we chose to buy from this company, we were caught in the “delusion of grandeur” that we were getting this great deal because the friendly sales human actually CARED about us.

A few days or weeks pass, and we feel betrayed when we see a commercial promoting an even MORE amazing incentive . . . If we had known THAT deal was coming, we would have waited a few days to buy . . .

Even worse is when we stay with a company for YEARS, and we see those companies rewarding the new customers instead of loving on us, their loyal long-term customers.

Many folks are figuring this out and “we’re mad as hell and we’re not going to take this any more”

Guess what?

Some of these companies are starting to “get” this.

For some of them, they’re getting it because they’re seeing their competitors getting it . . . but are they authentic or simply playing the game?

Do they really care or are they faking it?

Wolves in Sheep clothing?

The fakers are losing traction because we are getting smarter. We are discovering that “Air TV” is digital and FREE and never goes down when the internet fails. Yep! There’s an antenna on my roof in #owenhollow, and I receive over 50 channels with crystal clarity.

Here’s the GOLD!

There ARE some companies who do, indeed, CARE!

I believe T-Mobile is one of them . . . especially after my experience yesterday. Not only did the representative exhibit patience and understanding, but also did the unfathomable . . . As we were completing the order, she sweetened the deal by “covering some fees because she noticed that I’ve been a customer for years.

Keeping existing customers is WAY less expensive than finding new ones.

Thought for today:

How much effort (Time, Energy, Money) do you spend each day/week/month/year attempting to “attract and CAPTURE” new customers/clients?

How might your business improve if you were to shift some of those lead generation resources into loving on your loyal former and current clients.

Repeat and referral business is the “Air TV version of “Lead Generation”

We practice this principle here at Pareto Realty, and we would be honored to have the opportunity to treat you to a smooth Real Estate process as you buy and/or sell your next house. We know that making a move is a tumultuous and very personal life event.

We’re eager to meet with you!

Let’s GO!

Published by Barry Owen 

Strategist-CEO of Pareto Realty Real estate sales Professional Inviter-Facilitator-Practicer of Open Space Technology Opening safe space for people & organizations to self-organize around issues & opportunities BarryOwen.US Invite-Listen-Love 

Posted by

Barry Owen

Founder
Principal Broker
Pareto Realty
Nashville, TN

615.502.2080
www.paretorealty.co  
Call me: 615-568-2123
email me: barryo@comcast.net

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Simply & BOLDLY Living the FourFold Way in Open Space!

Quintessentially connected to the real estate industry to offer the ultimate experience for Home Buyers and Sellers in Middle Tennessee . . . Inquire within!

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Ambassador
952,701
Mike Frazier
Carousel Realty of Dyer County - Dyersburg, TN
Northwest Tennessee Realtor

Barry I believe our generation is just more loyal in general. If T-Mobile worked well here I would use it. I am on verizon prepay and the dropped calls are never ending.

Dec 18, 2019 07:27 AM #1
Rainmaker
2,649,552
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

Barry, you have hit on a topic that resonates with me.  I have often spoke about telecom entities that are more loyal to customers they do not have than the ones they already do!

Dec 18, 2019 09:56 AM #2
Rainmaker
1,503,129
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

Keeping existing customers, if they are happy with the service, is much easier than finding new customers. So the goal is to keep them happy!

Dec 18, 2019 10:22 AM #3
Ambassador
1,683,961
Alan May
Jameson Sotheby's International Realty - Evanston, IL
Helping you find your way home.

I've always felt the same way.  Why reward the consumer who has no loyalty to their current carrier, and will switch companies at the drop of a dime?

Instead, why not employ a loyalty reward for remaining with your current carrier.  It makes more sense, because, as you point out, it's much cheaper to keep an existing client, than to find a new one.

Dec 18, 2019 04:40 PM #4
Rainmaker
87,475
Kris Collis, Associate Broker
Smart Way America Realty - East Stroudsburg, PA
Professional Results you Expect 702-574-8102

A good strategy for T-Mobile since they cannot compete on the basis of volume with the large carriers.

For us, our repeat customers are the best and deserve our highest and best.

Dec 18, 2019 05:28 PM #5
Rainer
76,691
Erik Hiss
Keller Williams Capital Partners Realty - Worthington, OH
You can trust me for all your real estate needs!

Very true Barry. I work hard on keeping my clients loyal although we can't keep them all. But finding ways to keep them is ideal given referral/repeat business is at least 70% of everyone's business...I know it's more like 90 for me. 

Dec 19, 2019 05:01 AM #6
Rainmaker
315,915
Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

You are spot on!  I have had Sprit for 20 plus years.  Whenever  I call, they always acknowledge me as a long-time customer.  The phone rep always seems a bit amazed to be talking to a long-time customer.   It is a bit of a surprise when I do get acknowledged!  Now, let's talk about my cable company.....a very different story!!

Dec 19, 2019 05:57 AM #7
Rainmaker
479,925
Scott Seaton Jr. Bourbonnais Kankakee IL Home Inspector
SLS Home Inspections-Bradley Bourbonnais Kankakee Manteno - Bourbonnais, IL
The Home Inspector With a Heart!

I've actually inspected homes for Comcast employees, they all say the same thing. "Just call up and complain and they'll lower your bill right then and there." Guess what, they were lied to as well. Whoever told them that was just trying to give them a line to get out of the discussion. When I called, they told me they never do that, and I've tried more than once. 

Dec 19, 2019 06:00 AM #8
Rainmaker
894,551
Gail Robinson
William Raveis Real Estate - Southport, CT
CRS, GRI, e-PRO Fairfield County, CT

I found the trick with my cable company was to call and pretend to cancel. I tell them about a better deal and then they try to talk me out of leaving by giving me a better deal. I’ve been doing this for years and my bill is $60 lower than others with the same services. The Cancellation Department is different than Customer Service. Customer Service cannot give the discounts, but that’s just my local cable provider, yours may be different.

Dec 19, 2019 06:11 AM #9
Rainmaker
2,513,398
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

Jessie James who was famous for his "hold-ups" would balk today at the gouging

Dec 19, 2019 07:17 AM #10
Rainmaker
1,414,060
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

I can't tell you how many times I've switched companies for this very reason. Then they beg me to come back. That would be a hard NO!

Dec 19, 2019 02:01 PM #15
Rainmaker
765,692
Jill Sackler
Charles Rutenberg Realty Inc. 516-575-7500 - Long Beach, NY
LI South Shore Real Estate - Broker Associate

I've been a T mobile customer since the beginning and I'm pretty happy with the service. I haven't had a real reason to change so far.

Dec 19, 2019 07:20 PM #18
Rainmaker
833,366
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

It is interesting how the company excutives do not get rewarding customers for being loyal. The represetatives often thank you for being a loyal customer but can then do nothing for you when you have a problem. Glad that some are getting it. Like people, are you going to be loyal to your long time friends or always looking for that new person to hang out with.

Dec 20, 2019 01:22 AM #21
Ambassador
851,871
Mimi Foster
Falcon Property Solutions - Colorado Springs, CO
Voted Colorado Springs Best Realtor

So much easier to cull a warm market. I have often been surprised at the deals that "new customers" get as opposed to those that have been with these carriers for years. Thanks for the analogy.

Dec 20, 2019 05:39 AM #28
Rainmaker
3,503,298
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Barry: But wait...  Such a deal...  P T Barium knew.  Others too.  Yet they seem to keep coming...

Dec 20, 2019 06:47 AM #29
Rainmaker
472,396
Tom Bailey
Margaret Rudd & Associates Inc. - Oak Island, NC

I have been a Verizon customer for 20+ years. I  have to threaten to leave about once a year! 

Dec 21, 2019 08:12 AM #32
Rainmaker
696,667
Laura Filip
Laura Filip Broker , Opening doors for All Seasons of Life - Whitesboro, TX
What can we do for you today?

Well, there ya go, listen to all the folks yelling I am mad as hell and I am not going to take it anymore. Love the video and the post is amazing Feature worthy indeed. 

Back in the day TV family time. 

Dec 21, 2019 12:48 PM #33
Ambassador
4,122,829
Jeff Dowler, CRS
eXp Realty of California - Carlsbad, CA
The Southern California Relocation Dude

It's interesting that once you decide to leave some companies they all of a suddenly act as if you really ARE important to them. And what they do after you leave!

This is good advice for focusing on our current and past clients.

Dec 22, 2019 05:43 PM #34
Rainer
487,884
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

Churning customers is the business model of almost every telecom, cable or satellite company, yet, none are unique IMO because whoever is the executive marketing executive isn't creative or believes that the only plan that works effectively and efficiently is the one they use. Irritating, isn't it? 

Dec 23, 2019 11:23 PM #35
Rainmaker
551,933
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

It's those little unexpected extras that can really trip loyalty--recently happened to my husband at a Lowe's store.  Doesn't cost a lot but in the long run, earns the company more!

Dec 29, 2019 03:49 PM #36
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