When No means Yes

We are all familiar with the “No” word because since early childhood it is one the first human utterances that we heard and learned to obey.
But “No” doesn’t always mean no. Sometimes it means maybe, and sometimes (with some persistence) it can eventually morph into a “yes”.

I use Comcast (the firm that people love to hate) as an Internet provider. I also make use of their services for cable TV and telephone.
Even though most of the people recognize that Comcast does a decent technical job, the company’s high-handed pricing tactics puts many people off.

Over the years my monthly fees have steadily gone up and my last statement showed another unwelcome increase. That was the drop that spilled the cup.

Most customers accept increases resignedly, but some when angry enough will attempt to fight back.
But before getting into a brawl, one needs to gather facts and figures and it is a good idea to start your rebellion by gleaning details on the Internet.
After your facts gathering campaign, you can call Comcast and seek an understanding negotiator.
And the Force has got to be with you.

Very often, after crawling under the barbed wires of their answering system, you will come across a robot-like human being who has been programmed to quash rebellions and repel insurgencies.
These creatures will listen to you (yawn), but they will usually turn you flat down.
Their hands are tied they say; they cannot do anything to improve your lot.
The angrier you get, the more entrenched they become.
And that’s what happened to me when I first called Comcast.
I ended the conversation hanging up on the humanoid.

I placed a second call to ATT.
This outfit is always on the lookout for Comcast defectors, and they always seem very sympathetic to your woes.
They will dangle very enticing offers in front of you and urge you to defect.

But before rushing into the unknown, you should scrutinize their fine prints.
The first question that you should ask is: “How long is this offer good for?”
The second question should be: what happens after this initial offering expires?
Are you going to hit me with rates similar to your competitor?
There could be a small embarrassed silence.

Armed with figures, you call Comcast back.
If you are lucky, you will reach a knowledgeable human being sympathetic to your predicament.
And fortunately, that’s what happened to me.

You would like to stay with Comcast you say, but your rates are too high.
What can you do do to retain a loyal customer?

Unbeknownst to you many companies have billing plans not listed on the Internet.
If you are a good customer who pays his bills in a timely fashion, Comcast can play nice and give you a break.
But they also want to tie you down with a two years contract guaranteeing your ever-loving fidelity.
But that’s OK for life is always a matter of give and take.

To make a long story short, after a prolonged negotiation I ended end paying $30.00 less per month with, as a bonus, free access to HBO, Starz and Encore.
This proved to be a wise move for Comcast for it is better to make a small concession and keep revenues flowing, rather than being hard-nosed and lose a disgruntled customer who would (not doubt about it) strive to tarnish further Comcast’s dour reputation.

Sometimes, with a little persistence, a haughty “no” can bloom into a smiling “yes”.

Alain