Thank you, Kala
This morning, Kala left a comment to the post I wrote July 11 about Sprint/Nextel.
Hello. I read your blog and am very eager to assist you. I work for Sprint Nextel and would love the opportunity to resolve this matter for you. Please e-mail me with your contact information.
I sent her the emails I had received since I’d made that post public, and within minutes I had a phone call from her.
What a charming lady! She’s not only charming, she’s also in a position to change things. Kala fixed my problem in a few seconds and acknowledged that the system was broken.
How refreshing! I’ve met a telco representative who listens and she makes good things happen for customers. Her name is Kala.
Sprint/Nextel has no idea of her value to their brand.
Thank you, Kala, for your help. Thank you, too, for being a reader.
Smiles,
Liz
I’ve had a similar experience of receiving help as a result of a post on my blog. Quite some time ago, I was dealing with a Talkswitch phone system that I wasn’t happy with, and dealing with their support was the definition of frustration. So I posted a “Six things to hate about talkswitch” as a rebuttal to their “Six things to love about talkswitch” page. Months pass into well over a year. I change blogging platforms, twice. Someone from the company discovers that post via Google cache (as it was lost in one of the platform changes) and emails me promising to right things. I think corporations are slowly learning that it is not in their best interests to tick off a blogger who isn’t afraid to post their opinions online 🙂
Hi Rod,
Welcome back from your vacation!
Yeah, I think that smart companies are learning that customers will talk with or without them. Maybe they’ve decided it’s in their best interest to at least start listening — the smart ones that is. 🙂
Hi Liz ~ Kala did a great job for her company and is worth her weight in gold. I had just read about this very thing on a few blogs and talked about how every business (big or small) should keep track of what is said about their company on blogs to keep their customers happy – the customer’s needs met. See how nice it works? 😉
Tammy
Hi Tammy,
When it works, it works. Companies have to be willing to listen and willing to admit that what they’re doing might not be serving the customer. That’s a tough thing.
But it sure it did work this time didn’t it?