Ok, I don’t usually post on Linkedin (& certainly not in order to get comments), but I’m curious about the professional community’s perspective on the balance between corporate policy and customer service.. This discussion isn't about whether “the customer is always right,” but rather about what is genuinely beneficial for a company’s long-term financial success.
Recently, I needed to cancel my Spectrum internet service just 2 days into a billing cycle and was told I’d still be responsible for the entire month’s bill in a few weeks—even though they shut off the service and wouldn’t be providing service 28 out of the 30 days in my upcoming bill. As someone who might have considered returning in the future, or even recommending them, this policy effectively ended that possibility. After speaking with several different customer service representatives, who explained there was “zero” that they could do, I was of course left questioning what kind of company in a highly competitive, service related business, reliant on long term and repeat customers, would actually think it a good idea to charge a customer for a service they were not providing? Certainly a company such as Spectrum understands the value of just doing the right thing for a potential returning customer in a situation such as this?
So, this raises the question: Should rigid corporate policies supersede the flexibility of doing the right thing for customers? On one hand, consistent policies can simplify operations and protect short-term revenue. On the other hand, such rigidness may damage trust, reduce brand loyalty, and drive customers to share negative experiences publicly—harming a company’s reputation and profitability in the long run.
I assume most business professionals understand that strong, resilient companies are built on trust and shared values, and just doing the right thing, when it is clearly the right thing to do…this is pretty much the lowest bar of decent customer service. When a corporate policy leaves no room for fair adjustments, it creates a sense that the company values immediate gains over long-term relationships (obviously Spectrum does not share this corporate value)
I’m interested in hearing professionals take on this. Do you think short-term revenue should take precedence over long-term brand loyalty—and, ultimately, long-term financial health? Looking for truly constructive comments on how companies can balance business policy with genuine (or at least reasonable) customer care…or, do you think policy is policy & I just should have canceled 2 days sooner? ??
Oh, and side discussion…wondering if any marketing / consulting agency owners feel like it is our place to advise clients when we feel policies such as this hurt marketing & sales efforts - or if that is overstepping our role?
Happy New Year!
