I don’t get it. The company officials are talking about growth and development in a situation where they’re not even able to retain the current level of business. I imagine that even the leaders don’t even have the courage to look at the realistic numbers on how many customers the company lost in the last year or so. I think that, hypothetically, if this leadership stepped down and the company turned around for the better it would be a long and painful process just to get back the customers that we lost. Not that there is going to be any turnaround anytime soon, but how long could such a process take?
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Previous customer here and regardless of the incentive, do not trust the company and will NEVER come back. Would rather go without.
Look at General Electric (stock ticker "GE"). That company was mismanaged and now is a shell of itself. In the late '90's stock was at $49/s and now is swimming in the high $8's. Elliot Mgmt sees the problems with T and it can make money on it (of course it will be bad for employees). No company is invulnerable.
As a former customer I will never go back to att no matter what.
@adf....the problem with our copper plant is we are trying to make chicken salad out of chicken $h!t. Yep, it may be paid for but if you don't invest the money to maintain it, then nobody will want the unreliable services that you may provide from it. Mile after mile of copper could have been replaced with gold plated fiber considering how much has been spent patching over the years. You can't simply not maintain something for 20+ years and expect it to perform at a high level.
OP: #1 T has to fix call center customer service. Step 1 of that should be agents who speak clear English. #2. If we want to get customers back we need to have something to offer them. Inexcusable how many customers T apparently has no interest in offering service to. #3. Cell service has got to improve in rural and metro areas and inside buildings too.
OP, there are customers that cost too much money to service. Look up LBGUPS, the final letter makes or breaks the business case for retaining a customer.
"T has came to the realization that they have let too many employees go in certain parts of the business (negatively impacting customer service) and is now bringing those same employees back, as contractors. Sad, but true. "
If they truly realized the value of employees they let go they would have brought them back as employees. The just want to save costs and continue to show a reduced number of employees on the books. In some area of the company hiring contractors is the only option to back fill for a resigning employees.
With the right business model, we can win customers back.
However, if we continue to price increase, over & above the competition, we will continue to lose customers.
Also, if we continue to surplus knowledgeable people who know their customers and the support their customers need, we will continue to lose customers.
T has came to the realization that they have let too many employees go in certain parts of the business (negatively impacting customer service) and is now bringing those same employees back, as contractors. Sad, but true.
You can bring back an enormous amount of customers quickly. They just don’t want to. They have done everything they could the last 10 years in the MW to get people off a landline or copper internet connection. Price, service offerings, unrealistic 3 week out install or repair times. Still they have millions of customers. There have been millions of lost landlines, but understand 2 things, many homes purchased 2 landlines 20 years ago. 1 for phone, 1 for internet. Also, cable companies sell landline service to millions of homes. These used to be ATT customers but ATT priced and under serviced them away on purpose. If the plant is already in place, use it. Sell what service you can provide with minimal investment instead of trying to force customers away. OK now, lets hear all the anti copper paid for brainwashing replies now.