Dear Customer Service,
I understand that when trying to get new customers you offer special promotions to draw customers in. I am in no way saying this is a bad thing but you are creating a huge problem. While you are offering your promotions is everyone else. For every NEW customer you draw in you have to ask yourself, how MANY are you losing? Why are you losing customers? Simple answer, you are screwing them over.
If you have a customer who has been with you for 2 plus years, I would call them a loyal customer, regardless if they have a contract or not. They make their payments every month, they don’t cause any problems, they don’t ask for something every few moths. THESE are the customers you decide you want to screw over.
Customer: Can I have an upgrade? You: Suuuuure, just pay full price for the item. Discounts are for NEW customers only.
Customer: My bill keeps increasing, can I get a break of some kind since I’ve been with you for so long? You: Noooooo!!! But here is a rate increase for you. Be sure to pay your increase bill on time.
Customer: I’m paying out too much every month, I can’t afford to keep this service. You:
All the customer hears is crickets chirping. I’m informing you that if you continue to treat your loyal customers like second class customers then your competitors will soon have NEW customers. Please offer your loyal customers rewards too.
A Loyal Customer