Buying Dangerously: Sprint: big improvement

Firm Success & Failure

Fred Reichheld: The Ultimate Question
Reichheld is THE expert on Loyalty. In this third book he gives a blistering indictment of the kind of corporate behavior that leads to what we experience as buying dangerously. Read chapter one and cheer. Read the rest to find out what his somewhat simplistic, but challenging solution is. (****)
Al Ries & Laura Ries: The Fall of Advertising and the Rise of PR
"Advertising has no credibility - it's the self-serving voice of a company eager to make a sale." But PR, they say, is much better.... (****)
Paul Ormerod: Why Most Things Fail
Ormerod is an economist with serious credentials who has become a leader in the growing mob of non-conventional economists. In this book he presents "The Iron Law of Failure" (according to the cover - actually this is hard to find - its not in the contents nor index, its on p. 222) and applies it to business and governments. From the cover: ".. he also makes it clear how desirable social and economic outcomes may be achieved when individuals, companies and governments adapt in response to the actual behavior and requirements of their customers and constituents." (*****)

I had an experience with Sprint which challenges the negative thinking about Sprint that I have seen. I had made changes to my Sprint account and ended up with a really surprising bill for $450 when I was expecting it to be around $150. When I get a statement like this, it ruins my dinner while I fume over the errors, and fret about the 'call from hell' I have to make to fight for every part of the correction. So after dinner, I went to my home office, made notes all over the 10 page statement as to exactly what was right and what was wrong, found receipts, etc. then made the dreaded call to a company whose reputation is to make mistakes and fight you about them, and make claims and try to collect.

Bottom, line, they asked intelligent questions, immediately started disarming the situation and made me feel cautiously hopeful. I, of course, kept my guard up, after all, this is Sprint... But no, piece by piece they checked, concurred and credited. All of the extra amount. My final adjusted bill ended up within a few dollars of what I had originally expected. I was so happy. So relieved. This isn't what I expected from Sprint. By the time I hung up, I was impressed.

Not completely, it wasn't an efficient process, taking an hour and two calls (the first one disconnected) and for some reason the person on the phone, seemingly quite competent, had to keep putting me on hold for minutes at a time, seemingly to go confer with some higher power/more knowledgable person. But hey, it worked. I was happy, they fixed my problem, I'm still a customer. They can work on efficiency later.

Let's see if this is typical, or if it was only because I tipped my hand as a loud mouth. (I asked, and received permission, to tape the calls). If this is indicative of Sprints having made changes under the new CEO that are finally reaching the front lines of customer interaction, then its a great improvement.

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