The first thing I would do is to look carefully at the TOS of the Cable
contract. Usually, they are very restrictive, but that may not matter to
this customer. Then you need to consider, can you deliver 3-4 Meg to
compete? If not, how much can you deliver? Many people will pay a little
more for good service, witness those that buy ADSL from someone other
than ILECS, and pay $5-20 per month more. If you could possibly offer
him similar speeds for $99 per month, do you think he would stay?
Bob Moldashel wrote:
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.
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