This will make me sound like a cold-harded bastard, but generally speaking,
you need to look at the numbers

Say you match the price of $79 / month - for the next 10 months, that will
end up costing you approximately $800

Will you be able to make that up in a longer contract term? Or will, 10
months down the line, he just renegotiate and ask you to match the new $49 /
month cable promo that's available

Sometimes, as bad as it sounds, it may be better to "screw" the customer


P.S. - another possibility would be to renegotiate the rate, but then put
him back at the beginning of a longer contract (e.g., you've got 10 months
on your current contract at $159, but if you sign a brand new 36 month
contract, I'll give you the $79 / month rate)

August 15-17, 2005

-----Original Message-----
Behalf Of Bob Moldashel
Sent: Thursday, August 25, 2005 7:56 PM
To: WISPA General List
Subject: [WISPA] Here's a question for the group.....

OK...You have a customer that is paying $159 month for 256K service. No 
other service providers are available in the area except a full T1 for 
$599+ per month. 8 Months later cable modem shows up and offers 
$79/month for the first year for new sign ups with 3-4 Mb downloads. 
Your customer paying $159/month still has 10 months left on his contract 
and is looking to cancel saying the service is slow.

What do you do?

Do you let the customer out of his contract??  Do you enforce the 
contract and possibly loose the customer at the end of the contract? Do 
you match cable's price and speed? Do you try to give him a better 
package and risk him "jumping ship" anyways?

I would love to hear everyone's ideas and input.


Bob Moldashel
Lakeland Communications, Inc.
Broadband Deployment Group
1350 Lincoln Avenue
Holbrook, New York 11741 USA
800-479-9195 Toll Free US & Canada
631-585-5558 Fax
516-551-1131 Cell

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