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This story starts with an increase of 30% on our monthly business phone bill for no apparent reason, and with no explanation. I set aside five minutes to call the company since this particular landline exists primarily to accommodate unsolicited robocalls, and not much more. Eighteen minutes later, I was still on the call.


  • First 2 minutes: A customer service telephone number is not displayed on Page 1 of the bill. (A number is buried on Page 4 as I was later told by Rep #2). Thank goodness for Google who popped the number right up on my screen.
  • Next 5 minutes: Listening to a recorded message and series of prompts with no way to bypass and speak directly to a rep.
  • Next 5 minutes: Speaking to Rep #1 who advised that our “special” rate had expired and she could not extend it. When I suggested that I might discontinue the service, she asked if she should connect me to the “disconnect department.” I suggested that perhaps there was an alternative and…
  • Final 6 minutes: Speaking to Rep #2 in the “loyalty department” who reinstated the discount, but “just for 12 months.”

I don’t think I need to name all the ways this company is busting trust and loyalty under the heading of “customer service” but I did share a few thoughts with #2. She had a rebuttal for every suggestion yet asked me to stay on the line for a customer service survey.

It’s hard to believe that ANY organization still operates in this manner, yet so many do.

Approximately 50,000 employees currently work for this public company. In September 2014, the stock traded at $41.00. Today that same stock can be purchased for $16.75. Are you surprised? I’m not.

PS- The CEO, who has been in this role for over 25 years, recently announced his early retirement.

Barbara Brooks Kimmel is the CEO and Cofounder of Trust Across America-Trust Around the World whose mission is to help organizations build trust. A former consultant to McKinsey & Company, she also runs the world’s largest global Trust Alliance and is the editor of the award- winning TRUST INC. book series. In 2017 she was named a Fellow of the Governance & Accountability Institute, and in 2012 she was recognized as one of “25 Women who are Changing the World” by Good Business International. She holds a BA in International Affairs from Lafayette College and an MBA from Baruch at the City University of NY.

For more information visit our website at www.trustacrossamerica.com

or contact barbara@trustacrossamerica.com

Follow us on Twitter @BarbaraKimmel and @TapIntoTrust

You may also join our Constant Contact mailing list for updates on our progress.

Copyright (c) 2018, Next Decade, Inc.


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