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Scared Customers

So I attended PodCamp Michigan on the weekend, had a great time despite the abundance of what seamed to me to be sales pitches disguised as presentations. Don’t get me wrong I know everyone likes to toot their own horn but sometimes you just have to get to the point. Aside from that I met a bunch of VERY cool folks that I look forward to getting to know better via Twitter, FB, etc. Hope a few will also make it to a MeetUp here in London as well as PodCamp Toronto, there was some interest!

But as usually PodCamp isn’t the topic of the post. My topic is leaning to the business side of things, and it comes from something I noticed while I was across the border.

Basically we Canadians were scared to use our mobile phone, mostly their data feature, while we were on the US networks. I have to ask is that the best way for your customers to behave? Should you set up a system under which your customers are afraid to use your product or service for fear of the charges that may result? I don’t think so! You want your customers to be happy, the more they use you, even the odd time when maybe it’s costing you to provide the service,  the more you’ll make in the end!

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By Bill on November 11, 2008 - Filed under: business
  • Every year we take out daughter to Ukrainian camp in London, ON for a week. We have the same fear all week that you had during podcamp. Actually, we fear the whole phone. I turn it off so that ATT does not charge me $3.00 per minute, or whatever the crazy charge is. At many places in downtown Detroit I get a Rogers signal, which makes me fear what while show up on my bill. When you live so close to an international border, there should be a better option.
  • Ugh. That's so true. I'm the same way whenever I go to Canada. It's a horrible way to do business. The sad thing is that all wireless providers are terrible in their own way. If one were to just break out of the pack, they could totally own that space. BTW - great to meet you at podcamp. Hopefully I'll see you in Toronto!
  • If you come to podcamp TO shoot me an email and I'll make sure we hook up for a chat there!
  • I couldn't agree more, Bill. It seems an old way of thinking: "How can we make money off this?" I was in that same boat at a U.S. conference, and am dreading the big bill I may end up with. I would have much preferred not having to think about every moment I used my data plan or voice plan.

    Cheers,
    Connie
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