I love to play racquetball, and I have to make a reservation at the Spectrum Health Clubs to get a court at my club. For the past couple of weeks, I have been getting this message when I call my club: "thanksforallingspectrumwhereyoucangetathousandbucksforreferring....." before the basic "Hi, my name is Jo Bob, thanks for calling Spectrum, how can I help you?"
Pure and simple, this form of marketing is on level with spam email and direct mail from politicians. I have a busy enough schedule that I don't want to waste time hearing their message. Yet, until recently, I did nothing about it.
Yesterday, after playing racquetball, I filled out the Spectrum customer service satisfaction form and I told the front desk staff about my complaint. Without giving the name of the Spectrum employee, he smiled and he said he got a lot of complaints from others, but I was the first to actually take the time to write down my complaints. And, the funny thing was that he gave me a complimentery bottle of Gatorade for my efforts.
Today, I spoke to a manager at Spectrum who asked me how to improve this process.
Here's my thoughts on how to improve the telecommunications process and a suggested training ploy:
Spectrum Health Club: Hi, this is Joe Bob at the Spectrum at Rogers Ranch, how can I help you?
Me: This is Matt, I would like to get a reservation for a racquetball court, get in touch with a trainer or some other service.
Spectrum: Thanks. I'll take care of that. By the way, did you know about this new fall promotion......"
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