Too Little, Too Late: How Comcast Lost My Business

When I moved recently, I decided to switch back to Qwest from Comcast. My promotional period with Comcast had ended and I was paying nearly a hundred bucks a month for phone and Internet service.

Qwest, on the other hand, could offer all the same service for $20 less a month. So I figured it was time to go back to Qwest.

When I called Comcast to discontinue my service, they asked why I was leaving. I explained to them what I’ve just explained to you.

Her response?

“Oh, you should have called us first. Since you’ve been a customer for so long, you now qualify for a new promotional rate.”

So let me get this straight… *I* should have called *you* to get a new promotional rate?

Question: How would I have even known there was a new promotional rate I qualified for?

This is a perfect example of a company doing too little, too late. If they really wanted to keep me as a customer, *they* should’ve contacted *me* — and not the other way around.

In fact, there’s a high probability I would have remained a Comcast customer if they had called to offer me a lower rate. Their effort to lower my bill would’ve kicked my loyalty up a notch. And since I’m not much of a price shopper in the first place, I wouldn’t have switched to save $5 or $10 a month.

Lesson: Be proactive with your customers and clients. Make sure you treat them right while they’re with you — and before somebody else starts treating them better.

-Ryan M. Healy