Opportunities for Small Businesses
When I learnt that Telstra was joining the bandwagon of large corporates charging customers for paying their bills on time I felt really frustrated.
It is easy to understand that the administration costs for processing cheques is expensive and they would want to cut their costs but the use of a stick to punish paying customers is the issue that is confusing me the most.
Especially when other organisations are using the carrot approach of offering customer who pay their bills on time online with a discount are prime examples of how to make it work and look after the goodwill of customers.
I know as a small business owner I would never get away with charging treasured customers a fine for shopping with me. I really value my customers, without them I wouldn’t be able to have my creative business, I have no desire to penalise someone for shopping with me – that is simply a stupid thing to do.
The extra monthly fee for paying your bills by post or at the post office basically equals another month of line rent. As Telstra is loosing the number of landlines they are now encouraging customers to explore options like naked adsl. Where a Telstra landline isn’t needed anymore in a household that only uses the landline for broadband connection and their mobile phone instead of a household phone why bother with a telco that penalises customers?
What will be the unexpected results for using a stick rather than a carrot? Will customers send mail to Telstra using a Reply Paid Post address that’s so easily found with an online search to show their protest?
Will we be seeing ISP ads promoting nake adsl products and encouraging people to be free of Telstra landlines?
With change their is opportunity.
What change is happening in your industry that is offering your business an opportunity when competitors get it wrong with their customer care?
How can you show your care and respect with customers for them while reducing your administration costs – where’s the carrot for your business and treasured customers?