Time Warner Cable Reads My Blog!
March 12, 2008
Last month I was at the end of my rope dealing with Time Warner Cable and I detailed my experience in a post titled, “Time Warner Cable: HELP ME!“. Last week TWC got the service working and a couple of days later I got the billing sorted out. Frustrated by the process I was satisfied with the result. Today I got a call from Time Warner Cable that began, “I read your blog…” I was so shocked, Time Warner Cable reads my blog?
I explained to the TWC representative that the situation was resolved and thanked her for taking the time to read my blog post, look up my account and give me a call. To be honest I was really excited. The most frustrating thing dealing with on or off-shore call centers is that you feel helpless. There are no more ’supervisors’, no real managers with power, just nice people with scripts. I understand why they have to operate like this, but I am so excited about the fact that companies like Time Warner Cable are listening, albeit indirectly, to people like me. Thanks Time Warner Cable!
Business Idea: There are lots of people that would be willing to pay more for various services (TV, Internet, Phone) if they could deal with a real person ~ say an account manager or a concierge. This person would need real power, they would have to be able to make reasoned decisions (i.e. business decisions). I would have to be able to describe my situation and they would have to be empowered to bend or break the rules for me. Anyway, I would pay $1,000 per year for such a service (maybe even $2,500). Think of it as a customer service ‘easy pass’ like they have for skipping security lines at airports.
