Sushi Money 寿司的钱

Can Sprint reinvent itself and reverse the loss of their customers?  It would seem millions are flocking to other carriers and Sprint is challenged to stem the tide.  Business Week writes about Sprint Nextel’s Last-Ditch Weapon - a new phone, plan and corporate image.  Which may be a bit melodramatic, but it paints a challenging picture for a once high-flying cell phone company.可以冲刺重新本身和扭转的损失他们的客户呢？这似乎是数百万人涌向其他运营商和Sprint是挑战，要干的潮流。商业周刊撰写的Sprint Nextel公司的最后垂死的武器 -一种新的电话，计划和企业形象。这可能有点屡有发生，但它描绘了一个富有挑战性的图片为一次高飞行的手机公司。

Is Business Week right and is Sprint really on the ropes?  Their CEO Dan Hesse is making the case that Sprint finally ”gets it” and will give subscribers what they want:是商业周刊的权利和Sprint的是真的就绳索呢？他们的首席执行官丹黑塞是决策的情况下最后冲刺“大干” ，并会给予用户他们想要的：

“People want the whole package,” Hesse said during a keynote address at an annual conference held by CTIA-The Wireless Association. “人们希望整套， ”黑塞说，在专题演说，在每年召开的CTIA无线协会。 “They’re saying, who’s going to give me what I want, when I want, and make it easy to use. “他们是怎么说的，谁去给我什么，我想，当我想，并使其易于使用。 They’re all the building blocks of the wireless company of the future.”他们都是积木无线公司的未来“ 。

Sprint now offers an all-in-one plan for $99 that gives you as many minutes, internet, picture and video stuff that you could ever want.  They’ve got a new phone line-up and soon will offer the Instinct , a sheik touch-screen cell phone that has the iphone look to it and all the bells and whistles. Sprint公司现在提供了一个全在一计划为99美元，让您作为许多分钟，互联网，图片和视频的东西，你可以以往任何时候都希望他们提供了新的电话线跟进，并很快将提供的本能 ，一个酋长触控式萤幕的手机，已拥有指望它和所有的编钟和口哨。

But the biggest problem for Sprint is their customer base, and former customers. This was the cell-phone company whose customer service execs must have gone to the Trump School of Business… last year they told some customers You’re Fired! presumably because they called customer service too much.但最大的问题，为Sprint的是他们的客户基础，和前的顾客， 这是手机公司，其客户服务的管理层必须有到王牌商学院…去年，他们告诉一些客户您发射！推测，因为他们所谓客户服务太多。

You know what?  Every time a customer calls for help or assistance, that’s the time to sell the company (and your products) once again. In fact, you have to do that. If you don’t- they’re going to leave.  In Sprint’s case, they’ve been leaving by the millions.    What did You’re Fired! say to all the other Sprint customers?  It told them “Don’t call us because we don’t want to hear it… look what we did to the other guys.”你知道什么？每一次客户来电寻求帮助或援助，这就是时间，出售该公司（和您的产品）再次。事实上，你必须这样做，如果你日程，他们正在前往离开。在Sprint的情况下，他们已经离开，由数百万人。什么您发射！说，所有其他Sprint的客户呢？告诉他们： “不要打我们，因为我们不想听到它…看看我们所做的向其他家伙“ 。

Realistically that wasn’t really the problem.  The greater problem in the past was Sprint’s customer service was simply not up-to-par compared to other companies.  It was difficult to get a rep on the phone, and they often didn’t know how to help.实事求是，这不是真正的问题。更大的问题在过去是Sprint的客户服务是根本没有上升到杆相比其他公司，这是很难得到代表在手机上，他们往往没有'吨知道如何帮助。

Yet personally I think they’re getting a bad rap these days.  I’ve been a Sprint customer for over 5 years, and have been very pleased with the phones, coverage and even customer service.  They even have the best cell tower coverage in the area where we live.  I love the phone and plan I have.  But I’m wary based on other people’s experiences.  And as much as I might consider a new phone, I dread going in and haggling with the customer service rep because the plans were historically so complicated and expensive.  It shouldn’t be that way, and maybe now Sprint “gets it” enough that I’ll choose a new phone and plan.但我个人认为，他们得到的一个坏的说唱这些天我一直在冲刺的客户超过五年，并已非常高兴与电话，覆盖面，甚至客户服务，他们甚至有最好的细胞大楼的覆盖率的地方，我们的生活。我爱手机，并计划我，但我存有戒心的基础上其他人的经验。和虽然我可能会考虑一个新的电话，我害怕会在和讨价还价与客户服务代表因为计划在历史上，使复杂而昂贵的，它不应该这样，也许现在冲刺“大干它”够了，我会选择一个新的电话和计划。

But I started wondering: How many companies realize that a bad customer service experience can lose a customer- not only for the short term, but sometimes for life?! It’s true… make the experience bad enough, or hard enough, and they’ll never come back.但我开始怀疑： 有多少公司认识到，一个坏的客户服务的经验，可能会失去客户，不仅在短期内，但有时为生活吗！它的真实…作出的经验，够糟糕的，或硬不够的，他们'当地雇员从来没有回来。

My own example:  Do you know why I’ll never have a Discover card?  Because when I was younger they sent me this wonderful invitation to get a credit card with them.  I had used credit very little in the past, and was careful with my money and credit history.  So I called to apply because it sounded good. I was a college graduate with steady employment with a government agency and that would have been my first credit card.  Then the customer service rep gave me such a hard time over my lack of credit experience, and then denied my application, that it was humiliating.   I hung up, applied with American Express and received a card the next week.  I’ve appreciated the Amex customer service ever since. That was two decades ago. I tear up invitations from Discover almost weekly now.  From what I’ve read, people are not that happy with Discover card these days either.我自己的例子：你知不知道为什么我永远不会有一个发现卡？因为当我还是年轻，他们寄给我的这个美好的邀请，得到的信用卡与他们，我曾使用信贷很少，在过去，并小心我的货币和信贷的历史，所以我所谓的申请，因为它好听，我是一个大学毕业生的就业与稳定，与一个政府机构，以及将已我的第一个信用卡，然后客户服务代表给了我这样一个努力的时间超过我国信用缺失的经验，然后拒绝我的申请，这是可耻的，我挂断了，适用with American Express和收到的一张牌，下周，我已经表示赞赏，美国运通卡客户服务以来，这是20年前。 i撕毁的邀请，发现几乎每周现在，从什么我已阅读，人民是不是高兴与发现卡的这些天。

A corporate reputation takes a long time to build, but like any reputation, it can be destroyed in very short order.   I recently read where Sprint lost an enormous business contract because a rep at the store didn’t give the time of day to an innocent request to fix or replace a phone.  A phone that had insurance on it, you know- the monthly $4 fee?  The individual was accused of dropping the phone in the water and they refused the request.  Good grief… the last thing you need when you need help is for the company you pay to give you a hard time.   That individual had been a subscriber for over 10 years, and left the same day.  All because of one clueless service rep.企业的声誉，需要较长时间来建立，但如同任何声誉，它可以被摧毁，在极短的时间内，我最近看过的地方冲刺失去了一个巨大的商业合同，因为代表在商店没有给一天中的时间，以一无辜的要求，修复或取代了电话。电话了保险就它，你知道-每月4元费用？个人被指控的下降，手机在水和他们拒绝了这项要求。良好的悲痛…最后，您需要当您需要帮助，是该公司支付给你，努力的时间。个别已登记超过10年，离开的同一天。都是因为一不懂服务代表。

It’s like the police officer I was talking with the other day (professionally!).  He said he hardly ever wrote tickets, but when he did- those folks were asking to receive a ticket because they just made things worse for themselves, argued, and gave him a hard time.  Sprint is finding out that poor customer service is like asking your customers to leave. 这就像警务人员我是说，与其他天 （专业！ ） 。他说，他几乎写了机票，但是当他做-那些乡亲被要求接受机票 ，因为他们刚才所作的事情恶化，为自己，辩称，并给了他强硬的时间。 Sprint正在调查指出，穷人的客户服务是一样， 要求您的顾客离开。

Now Sprint is asking customers to come back, or give them another shot.  Given enough time and quality service, they may have enough credibility to rebuild the company.  I’ll stick with them for now based on my overall positive experience, and to their credit they offer a lot more choice and flexibility these days.  They’ve even made contracts simpler and you can try out a plan risk-free for 30 days.   My instincts are telling me to take another look… and when the new Instinct comes out I may do just that.现在， Sprint是要求客户要回来，还是给了他们又一个开枪。给予足够的时间和优质的服务，他们可能有足够的公信力，以重建该公司，我会坚持与他们现在的基础上我的整体正面的经验，和他们的信用他们提供很多有更多的选择和灵活性，这些天来，他们已经作出了合同，甚至简单，您可以尝试一项计划，无风险的期为30天，我的直觉告诉我，是采取再看一看… …而且，当新的本能出来我可以做到这一点。

No comment - Post a comment 没有评论 -张贴评论

« Get Your Jabs into Big Oil and Lets Produce More! | The Next Big Excess » « 让您的联合申诉委员会到大的石油，并让生产更多！ | 下一个大过剩 »