Comments on: “Do the Opposite,” by George Constanza: A Customer Service Lesson http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/ Frequently wrong, never in doubt Sat, 21 Nov 2009 15:44:50 -0600 http://wordpress.org/?v=2.8.5.2 hourly 1 By: wwds http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/comment-page-1/#comment-115125 wwds Sat, 10 May 2008 16:07:14 +0000 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/#comment-115125 I got luck with my directv installer guy. He was good at the beginning and gave me his card...now I just call him, and he makes the calls into dtv and everything for me. I guess that is what dtv must be hoping for...some amount of initiative and follow through. I got luck with my directv installer guy. He was good at the beginning and gave me his card…now I just call him, and he makes the calls into dtv and everything for me.
I guess that is what dtv must be hoping for…some amount of initiative and follow through.

]]> By: mike http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/comment-page-1/#comment-115116 mike Fri, 09 May 2008 19:22:57 +0000 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/#comment-115116 This product seems to have a cycle of about one year---after that we consumers look for the next "latest and greatest"cable/TV. Unfortunately the rabbit ears solution ends in '09. God forbid we discover books----or conversations. I just know Internet TV will save us all. This product seems to have a cycle of about one year—after that we consumers look for the next “latest and greatest”cable/TV.
Unfortunately the rabbit ears solution ends in ‘09.
God forbid we discover books—-or conversations.
I just know Internet TV will save us all.

]]> By: j_mack 007 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/comment-page-1/#comment-115111 j_mack 007 Fri, 09 May 2008 14:23:12 +0000 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/#comment-115111 Showing up when it is convenient is in fact the standard in the cable/dish industry. My 78 year-old neighbor Bob came to my house one day and told me to hop in the his car. I hopped in and he told me he had it with the cable guy. It was the same situation has Scott's. He found the cable installer five blocks away. It was a classic conversation. He described how if he sent his check for the service when when it fit his schedule the company would be all over him. He then went on to tell the guy he only wanted seven of the channels and only would pay for the channels he wanted. He used a grocery store analogy. If he went to the grocery store to get bread, peanut butter, milk and a steak and the cashier told him "you are required to get honey, cereal, pasta and BBQ sauce if you want your items" he would be upset. In the end, Bob canceled his cable subscription, put up the rabbit ears so he could get the local news and Wheel of Fortune and started to read and do crossword puzzles. Showing up when it is convenient is in fact the standard in the cable/dish industry.

My 78 year-old neighbor Bob came to my house one day and told me to hop in the his car. I hopped in and he told me he had it with the cable guy. It was the same situation has Scott’s. He found the cable installer five blocks away. It was a classic conversation.

He described how if he sent his check for the service when when it fit his schedule the company would be all over him.

He then went on to tell the guy he only wanted seven of the channels and only would pay for the channels he wanted. He used a grocery store analogy. If he went to the grocery store to get bread, peanut butter, milk and a steak and the cashier told him “you are required to get honey, cereal, pasta and BBQ sauce if you want your items” he would be upset.

In the end, Bob canceled his cable subscription, put up the rabbit ears so he could get the local news and Wheel of Fortune and started to read and do crossword puzzles.

]]> By: stj1x http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/comment-page-1/#comment-115109 stj1x Fri, 09 May 2008 13:53:35 +0000 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/#comment-115109 Mike, it creates no accountability...the installer says talk to my supervisor, the supervisor (the owner of the installation company) says DirecTV just dumps these orders on him and says get them done on time, and DirecTV is unreachable. The satellite companies have such high churn of customers that they really don't care about satisfaction. "Present and Repent" as the ad agencies say...just get the business anyway you can because by the time they fire us, we'll have made our money. Sounds cynical but all to true. Mike, it creates no accountability…the installer says talk to my supervisor, the supervisor (the owner of the installation company) says DirecTV just dumps these orders on him and says get them done on time, and DirecTV is unreachable. The satellite companies have such high churn of customers that they really don’t care about satisfaction. “Present and Repent” as the ad agencies say…just get the business anyway you can because by the time they fire us, we’ll have made our money. Sounds cynical but all to true.

]]> By: mike http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/comment-page-1/#comment-115108 mike Fri, 09 May 2008 12:53:55 +0000 http://blogs.jobdig.com/wwds/2008/05/08/do-the-opposite-by-george-constanza-a-customer-service-lesson/#comment-115108 The problem I have w/this type of business is their business model. They hire sub-contractors as installers to cover their proverbial behinds. I know this makes good sense from the liability angle, but does it inspire ownership? The problem I have w/this type of business is their business model. They hire sub-contractors as installers to cover their proverbial behinds.
I know this makes good sense from the liability angle, but does it inspire ownership?

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