Consumer Loyalty. A Tale About Web Suppliers… SHAW vs. TELUS

AND JUST LIKE THAT …

I realized how lengthy 5 days may also be.

For people that don’t know who TELUS is, they’ve been my web supplier for the previous 25 years.

And with my web down, I had some time beyond regulation on my arms this week. So, I discovered that I’ve paid TELUS over $52,000 ($150-$250/month X 300+ months) for my web services and products for my trade.

WOW! That’s a faithful long-time consumer wouldn’t you assert? I’d like to have shoppers like this in my Digital Assistant trade.

I didn’t actually have a locked-in contract with TELUS and easily paid on a per month foundation. I caught with them reason they have been all the time there for me with superior web services and products to stay my trade working. They made me cash!

Positive, there have been technical problems at times. However TELUS was once all the time on most sensible of it, taking duty to get my trade again up and working on-line. Their loyalty group would even cross that further mile when my services and products have been down. Like, make amends for any downtime. Be it financial reimbursement to my invoice or including perks like limitless WIFI to my plan.

I used to be a long-time unswerving buyer to them AND JUST LIKE THAT…

SUNDAY: A TELUS technician arrives at my house as my Wi-Fi was once sketchy and made my TV pixelate which was once nerve-racking. He solved this preliminary drawback. YAY! He stated to textual content him if I’ve any problems and he’ll be proper again to mend no matter is happening.

My Ideas: Hmmm, I felt particular. The loyalty group at TELUS diminished my annual billing to part worth as reimbursement for my pixelating problems.

MONDAY: Aroused from sleep and Web is down once more. That still supposed no TV.

My Ideas: YIKES! No TV? That supposed no hockey night time TV video games for my hubby. Somebody from Canada will relate to my night time forward. A laugh it wouldn’t be. 😉

After my hub was once off to paintings, I texted the TELUS technician like he stated to do however were given no reaction. I even referred to as him and left a message simply in case he didn’t get my texts. In the end, round midday, I phoned TELUS head administrative center. I used to be placed on cling for round 50 mins being attentive to a tragic loop of the way the present Covid Omicron wave has affected helpdesk wait instances. The place was once that upbeat tune I so wanted presently?

In the end, I am getting thru to a TELUS rep and get every other technician booked the following day to return to mend my web. YAY!

TUESDAY: No display for a technician. Wasted hours on cling to TELUS these days. Nonetheless no Wi-Fi.

My Ideas: I’m freezing! Forgot that my Honeywell thermostat was once hijacked via an app that calls for Wi-Fi. Spent 42 needless mins attempting to determine find out how to get started my furnace (like within the just right ole days sooner than the web). Ended up plugging in a heater to heat my ft.

WEDNESDAY: TELUS technician arrives and I admit he made an effort. He fastened my web 4 instances that day. However assume he were given ill n’ uninterested in my hourly texts to return again and connect once more so he gave up. In the end, he driven my drawback onto the following TELUS tech tier telling me I’d be listening to from them the following day morning with a brand new appointment time.

My Ideas: Pissed off that Alexa couldn’t listen me inform her to show at the again deck lighting. Oh how I leave out you Alexa!

THURSDAY: Attempted to amuse myself baking as I waited all day for a brand new appointment with every other technician. I should have spent 4 hours on cling these days looking to get any motion. TELUS dropped the ball.

My Ideas: Annoyed and feeling fats! It’s now Thursday night time, no web repair from TELUS. All I’ve accomplished these days is including 2 kilos to my hips consuming all the ones sweets I baked.

FRIDAY: 6 days now offline!

My Ideas: PISSED! Such a lot time wasted and cash misplaced in my trade being offline now for nearly every week.

Nonetheless no appointment setup from TELUS. No longer even a follow-up name. 🙁

AND JUST LIKE THAT…

I picked up the telephone and referred to as SHAW (TELUS’s #1 competitor).

AND via 3 pm that Friday a cheery SHAW technician had left my house. Leaving me with limitless Wi-Fi knowledge plan 20X quicker than I had sooner than PLUS General TV with over 120 channels.

MY Ideas: BONUS! And concerned with a less expensive worth than what TELUS introduced me as reimbursement for my troubles final Sunday.

For my VA geek friends available in the market, take a look at the variation in velocity from one supplier to the opposite…

BEFORE with TELUS:

 

AFTER with SHAW:

 

That’s virtually 20X quicker web velocity. AWESOME!!!!!!!!
Take a look at your web velocity right here.

So what’s the purpose of my tale?

Neatly for ME, it was once tremendous useful treatment sharing my tale and getting it out of my device so thank you for listening LOL! I really like the fortify of my VA friends who helped me stay all of it in combination throughout harder trade instances. It’s the most important in your sanity to have the fortify of others who perceive running from house isn’t all that and a bag of chips.

Talking of Make stronger: Our VAinsiders Staff Training & Make stronger consultation canceled this previous week is rescheduled for Wednesday, February second at 3pm PT. Watch your e mail for complete main points and hyperlink. I really like the friendship and fortify I’ve with my VAinsiders who’re all the time there for me thru thick and skinny. I don’t know what I’d do with out you! You don’t need to run your small business feeling on my own.

You can even have training and fortify via CLICKING HERE to develop into a VAinsider member.

Sign up for now sooner than the associated fee is going up in February.

Again to the purpose of my tale…

However for YOU, as a Digital Assistant, it’s a just right reminder to all the time be certain your shoppers are doing the HAPPY DANCE via…

• Striking your consumer’s wishes FIRST in your small business.
• Being accountable. Don’t drop the ball when they want you essentially the most.
• Taking note of your consumer and assembly their wishes and expectancies.
• Having robust communique techniques in position.
• Following up frequently together with your shoppers on a constant foundation.
• Going that further mile when problems do stand up.

Else you’ll be similar to TELUS > Shedding a faithful $52K consumer to their competitor SHAW.

UPDATE: it’s Tuesday (10 days later) and TELUS has nonetheless no longer gotten again to me. They don’t actually have a clue I’ve left them but. Wager it’s as much as me to name them and cancel my services and products.

I’d love to listen to your ideas about my weblog publish so please percentage your feedback under.

Wishing you all a tech-free week forward my VA friends! 😉

Tawnya Sutherland