Sunday, April 15, 2012
I want to be a fan of Verizon. I really do. I've been using their mobile service for almost a decade now. I really wanted to have any reason to convert to their FIOS for my cable and internet. I really did. I mean, who really likes their current cable service? If there's a better option, I'm totally ready.
But Verizon, you're making this really hard on me. Last year, we had this exchange. As a follow up from that event, a senior manager of Verizon called me and asked for some constructive feedback. We spent 45 minutes talking. While I don't claim to know much about their business, I simply told him that I didn't blame the people in the store. I blamed their training. Verizon employees receive incentives to get people signed up regardless of their tactics. There's absolutely no incentive for good, rational customer service.
Verizon FIOS is now installed in my apartment building, offering a choice from our current cable only option. As a kick-off, Verzion FIOS sales people were in the lobby yesterday all afternoon, "answering questions." The real reason they were there was to get people to switch from their current cable to FIOS. Again, I don't blame the Verizon guys here in the building - that is how they get paid. And, in these tough economic times, who could possibly argue with making a living?
Here's my story. I walked downstairs to pick up my mail. The Verizon guys were set up in front of the mailboxes and the following happened:
Verizon Guy: Hello. How are you?
Me: Good. How's everything?
Verizon Guy: Great. You must be here to check out Verizon FIOS.
Me: Actually, I'm just here to get my mail. Thanks.
Verizon Guy: (Unfolds a large pamphlet with their cable tiers and put it in front of my face.) Which tier looks closest to the one you have now?
Me: Sorry. I'm moving out of this building soon. I'm not interested. (Totally true, FWIW.)
Verizon Guy: That's fine. You can get FIOS month to month with no commitment. How many TVs do you have? Verizon offers this special (points to something on the pamphlet) for 2 or more TVs.
Me: (I feel pressured into not walking away, so, like a chump, I play along.) I have one TV and I'm more concerned with your internet speeds.
Verizon Guy: We have 15/5, 25/25 and 30/30 speeds and points to 3 options. (All 3 options are more expensive than what I currently have.)
Me: (I know the answer already, but since we're here, I decided to ask anyways) What do those numbers mean?
Verizon Guy: With 25/25 and 30/30 you get the same speed both ways. So it's worth the upgrade.
Me: (Internally debating whether to follow the old adage, "If you have nothing nice to say don't say it at all" or asking this guy more questions he can't answer. I immediately do what I believe is right, since it's not really his fault he doesn't understand what he's selling.) Ok. I have no movie channels, but have cable, with HD and DVR and good high speed internet for $105 a month.
Verizon Guy: Perfect! For that, we can do this plan.
Me: The one for $127.99 per month?
Verizon Guy: Yes. We'll be installing next week. Just sign up here. (He puts a sign up form in front of me.)
Me: (I give him the "Are you kidding me?" face). Isn't that more expensive than what I currently have?
Me: Thank you for the information. Good luck with your time here.
Verizon, there's one thing I can say for sure - you are truly consistent. Your sales force is terrible in all aspects of your business. They are pushy, don't listen and are woefully uninformed of your own products. If you incentivize them with sign ups only, that's exactly what they'll push for. You must think I'm awfully stupid to leave an already reliable source of cable and high speed internet for a new unknown AND pay $23 a month more for, at best, the same quality.
It's your business. Do what you want. But if you want one opinion from somebody who ultimately means nothing to your bottom line, here it is: Treat your sales people well. Train them well. They are often the only human interaction between you and us. In turn, they will treat your current and future customers well. When you don't, you get someone like me, who doesn't trust you anymore. I feel belittled. I feel used. And ultimately, I don't want my hard earned money that goes towards phone, communication and entertainment to go to you. I have options. And I will utilize them.
Good luck, Verizon. I'm out.