Monday, December 12, 2005

A bird in hand....


This is the new ad from Airtel. Free internet for phone owners who dont have the internet or for those are going in for a new connection. So, what happens to people who already have the Airtel internet connection? "Sorry, sir, this offer is not for you."

Sure it is a good idea to get in new customers, but why not extend the offer to customers who are already with you too? Their word of mouth does matter. Or did they make a mistake by selecting you earlier?

This happens at many other levels. Heres one example. When someone joins a company with x years experience, the policy states that with x years of experience you will be designated as a janitor. Then within a few months they begin to hire new employees with the same x years of experience as janitor manager. So what happens to the janitor who joined early? He now has to jump appraisal hoops and wait for a normalization for his chance and be evaluated by a candidate who is a janitor manager simply because he joined a few months later.

In both these examples, the common factor is, why dont companies first take care of those that they already have before trying to please those who arent theirs?

3 comments:

Kaps said...

Valid point. I have felt the same way. I have a cable connection which is not on any contract. A contractual customer is somebody who joins for 12 or 24 months. I made the mistake of just signing up so that there are no strings attached. The cable operator is offering lot of freebies for new customer who sign up for a contract. Since I'm an existing customer, they are not willing to offer me the same goodies even if I want to enter into a contract now. They simply don't care about existing ones.

Neelakantan said...

Perhaps there is some economic term or some emotional rationale behind it. But what, I fail to understand.

Anonymous said...

Form when has business been about being fair to the cusotmer?