On Monday, I wrote an article called “I played chicken with WOW! and something amazing happened” detailing how I tried to trick WOW! to lower my cable bill by threatening to cancel. Low and behold, my game of chicken failed and I ended up going through with the whole phone conversation and canceling my service. As I was too much of a chicken to go crawling back, I signed up for AT&T cable/internet and thought that was that.
The next day I got an e-mail via my email@example.com address from someone at WOW!, a guy named William Wright, who had read my article and wanted to see if there was anything WOW! could do to retain me as a customer. There was an 800 number for me to call. I assumed that this was a run of the mill follow up to any post on the internet and didn’t pay it much attention. I was more curious to talk to him about how they harvest information from the internet and learned about my post in the first place. I replied to his e-mail and said I would forward the AT&T information and see if they could match it.
Later that night, my wife checked the voice mail and handed me the phone, saying it was WOW! trying to get us back. We had predicted that a sales person would call and I rewound the message. It was a guy named Bill Wright looking to get us back with WOW!. Bill Wright? That seemed familiar… I went back to my e-mail. Same guy. Except this time I looked closer and saw that he was the CEO Customer Advocate! I called the 800 number, expecting to get the switchboard, but it was his personal number. He had taken the effort to track down my real name and number. I left a message, explaining that I was just one of those jerks from the internet. I left my cell phone number and hung up.
The next day William sent me an e-mail saying that Larry from the Saves Department would be giving me a call. Larry called when I was in a meeting and I called him back once I was finished. I shared my story with Larry about the canceling and the post on the internet. We talked about WOW!’s competitors and what AT&T was offering. In the end he made me a very nice offer and I took him up on it. We said our goodbyes and I e-mailed William to say Larry was awesome and thanks for the special attention.
So what have I learned? I was completely surprised by the customer service I got from WOW! I’ve always liked my service from WOW!, but was amazed at the level of attention I received. I was astonished that they took the time to track down the real me (it’s not that hard, but still). And I felt like a douche for trying to get my bill lowered, not having the balls to fess up to my real intentions and then having a bunch of attention dumped on me when I was trying to be sneaky in the first place.
I’m not really sure I learned my lesson, because in the end, for all my douchery, I did get my bill lowered. But at least, for once, I was shown that there is a company that really, really wants to keep their customers happy.
And I am happy.