Have you heard about the U.S. “Time is Money” initiative? The idea is simple: canceling a service shouldn’t be harder than signing up for it. Given the current economic climate, this reasoning makes a lot of sense.
I moved to a new apartment in June, which already had internet services, so I needed to cancel my Spectrum subscription. I packed up the device and called Spectrum to cancel, only to be told I wasn’t an authorized user on the account—even though I was. You can imagine my frustration. I wasn’t able to resolve this issue until August, and by then, a bill had accumulated, which Spectrum insisted I was liable for. It’s one thing to create obstacles for your customers, but it’s another to profit from them. In my opinion, this bill should never have existed.
On August 12th, the U.S. Chamber of Commerce published an article on its website, uschamber.com, stating that the “Time is Money” initiative will cost Americans more time and money. They argue that businesses succeed by being responsive to customers, with a better track record of customer service than the federal government.
I beg to differ. Customer service is in decline across many businesses. I’ve had terrible experiences with Airbnb Amazon, Spectrum, and even TD Bank. The reality is that customer service personnel often dislike their jobs and end up providing incorrect information to clients. Perhaps they need better incentives, higher pay, or more training.
I believe this initiative is a step in the right direction, at the very least, acknowledging there’s a problem.
#Timeismoney #Chamberofcommerce #customerservice #clientfacingroles
Wealth Advisor at EP Wealth Advisors
2moThank you! I am thrilled to be a part of the EP Wealth team!! :)