A Script for Customer Retention Deals

I did manage to get a good deal on the new iPhone after using pretty much the same script I have used to save money on:

  1. Cable Internet Fees
  2. Bell Landline phones
  3. Cable fees
  4. etc., etc.,

The scenario becomes quite straight forward however beforehand you need to collect some important information:

  • If you are an existing customer, how long have you been a customer? If you have been a customer in good standing (i.e. you paid your bills on time, etc.,) keep that in mind too.
  • Do you have viable alternatives to the service you are attempting to get at a cheaper rate? Usually if you are spread out across various companies you can make statements like, “I have Internet with Rogers, and they keep bugging me to move my phone over to them”, or “Bell Fibe keeps bugging me about how cheap and how fast their internet service is, and I already have Bell phone”, etc.,
  • You can do your own research and talk to competing services and get real “deals” from them, so you can make specific comments about what you have been offered by the competition.

Also keep in mind, if you are bluffing, you cannot let that come out, or you are screwed. I typically am not bluffing, in that I have no real allegiance to any of the major telecomm service providers in Canada (or in the world for that matter).

Step 1: Call Sales or Customer Service

Sh*te Vortex

Customer Retention Sh*te Vortex

You will have to make this call first, since we have figured out that Mortar and Brick Stores are No-Ops. I actually spoke to a Salesperson at the Bell Store and they are equally frustrated that they cannot offer any “deals”.  You must make the first call, be polite, and talk to this first person, ask what kind of deal they can give you.

Almost all of the time this first person can do nothing (I am being polite, this first person can do nothing for you). Eventually you will need to utter the important statement: “Can I please speak to Customer Retention group please?”. If they will not connect you, thank them, hang up and call back again a while later, and hopefully that person will connect you with the folks who can make deals for you. If you can’t get through after several tries, ask to talk to a supervisor, maybe they are the folks to talk to?

No-Fee Scotiabank Value Visa

Step 2: Customer Retention

Once you are talking to Customer Retention (or the supervisor, or the magic deal making person), you need to make it clear you want a better deal because:

  • You are a long time customer
  • You are coveted by their competitor

Or any other reason if you can think of one. It is important to get this person to give you a better deal (or the best deal) so you need to get them to think that you deserve a deal.

If customer retention simply restates the existing deal that the first person told you, this is the wrong person, and you need to ask for another person or their supervisor.

I have found that no matter what, the first deal you get from Customer Retention is not “The Deal“, ask for more! Keep pounding home the point that you are a desirable client, and you want more. Keep at this, pound away about how you want a better deal, and you deserve it.

Step 3: Close the Deal

After you have spent enough time (seems 30-60 minutes is average for me) and you feel you have a good enough deal from Customer Retention, you must close this deal! How do you close this deal? First, don’t just hang up and assume you have the deal, get all the particulars of who you spoke with:

  • Their Name
  • Their phone number
  • Any identifier code for this great deal so when you go to a Mortar and Brick store to consummate the deal, you get what you deserve.
  • The exact amount that this is saving you (see if they might even fax you that information , or e-mail it to you)

I have seen more than one “great deal” go sour, when you show up to close the deal and suddenly the deal has disappeared like a fart in the wind (e.g. the person who gave you the deal is no longer available, thus the deal was never written down).

When you close the deal, get it all in writing, and make sure it is the deal that you wanted (don’t let them make small adjustments that might not be to your advantage).

Sounds complicated? Not really, but I have found that remaining polite throughout works best, you can still sound annoyed but there is no reason to be impolite, simply restate your point with a bit more emphasis (not yelling, just a sterner tone).

Did I miss anything here?

 

{ 19 comments }

{ 19 comments… add one }

  • tanya, client solutions February 26, 2014, 5:25 PM

    Most client solution reps will give you the best deal available right off the bat, seeing as how they are being timed on every call (bell aims for an average of 600-800 seconds per call)… so honestly… As great of advice as you thjnk this is… haggling is not the best option… and no, the reps are not graded on how many “deals” they give. They will give you the best deal if you ask them for the best deal. Oh, and I’ll bust another myth here for you too, there is no one that can give you a better deal than client solutions. If you want fee’s reduced they will give you what they are allowed to give…. and 3 years with them is not considered a “loyal” customer, so good luck! -

    Reply
    • bigcajunman February 26, 2014, 6:18 PM

      Astounding, haggling is not the best option? So why are there better deals for “new” customers, and why do I get a better deal when I do this? I guess I just must be lucky?

      Reply
  • shane November 24, 2013, 1:53 PM

    @me..no I don’t haggle for deals on burritos, but when I pay 80$/month for my mobile phone service and have .dropped calls daily, messages that refuse to send or.be.received, and.little to no reception.. Let alone LTE coverage, I expect a better deal than what I am paying now.

    Reply
  • me August 25, 2013, 5:14 PM

    Do you guys go to Taco Bell and haggle for burritos? Do you expect that people have to break out a secret book of discounts just because someone has a sense of entitlement so great that they think they should get a better “deal” than the rest of the public who get the same product or service? What you guys don’t realize is that someone who is a bigger whiner than you is probably getting a better “deal”…meanwhile, you’re bottom feeding scum that try to bully everyone for nickels and dimes when you aren’t a top shelf customer to begin with.

    I work for one of those companies and thanks for letting me see you scammers for the way you are. It proves to me the calls I take are following a script.

    Reply
  • Jm January 3, 2013, 7:57 PM

    Keep Repeating step 1 until you find someone that will work with you. There will be 1 person who you will connect with.

    Reply
  • Denis December 20, 2012, 4:27 AM

    I regularly get calls from my phone company wanting to upgrade my service. In some cases that has been good, other times a bad thing. Bad like when I upgraded to a faster service and lost my unlimited download capability. Good when I got a faster modem.

    I am about due for a new cell phone, as the three year contract expires at the end of the month, and have been dreading the “fight” of getting what I want for as cheap as possible. I have an Iphone 3G, which I find adequate for some things, but slower than the 98th coming of Christ. I vaguely remember meeting his Mom and Dad back in the day when I got the contract for this phone, it was so long ago. Bloody contracts are horrible, and we are stuck getting screwed over for it with upgrade fees and get out of the contract now fees. Hence not wanting to go through the fight again.

    Anyhow, this info will help me get the deal I want.

    Thank you and I hope everyone has a great Christmas!

    Reply
    • bigcajunman December 20, 2012, 6:47 AM

      Well, sign NOTHING, until you have read all the fine print is implied in this as well!

      Reply
      • Denis November 25, 2013, 6:11 PM

        I ended up having a problem with Itunes and got so mad I dumped everything. Baby, bathwater, tub, soap, shampoo, and even the stand for the bathtub!

        Ended contract after the 3 years, erased what was left after Itunes messed me up, formatted the phone and went as far as getting a new phone number and phone company. I will get a deal next time when I renew my internet stuff. Needless to say I was VERY MIFFED and will never again get a phone that uses Itunes!

        Reply
        • bigcajunman November 25, 2013, 6:15 PM

          I have heard that, my iPhone got wiped the last iOS upgrade, but it didn’t wipe out my phone number at least!

  • Jon @ Grown Up and Stuff December 19, 2012, 2:52 PM

    I like this but I’m just not sure I could commit to 30-60 mins on the phone with them! There would be a lot of awkward silences and me going “awww ‘cmon…pleaaaaasseee”.

    I would add that being ‘nice’ will get you WAY further than being aggressive. When I’m complaining I like using the line “I know it’s not your fault, and I appreciate everything you’re trying to do for me right now, but….” and try and connect personally with the person who is your gateway to getting that deal.

    Reply
    • bigcajunman December 19, 2012, 2:55 PM

      Excellent point, never make the person you are talking to the epicenter of your anger, they have nothing to do with it (most of the time). Sympathize with them, empathize if you can, because if you piss them off, they will do nothing for you (it is only human nature).

      Reply
  • Canadianbudgetbinder December 19, 2012, 2:47 PM

    Great Post mate as always. I would say I am just as prepared as you draw out here in your post. I always know the info about the account, competitors and what they offered me and stay cool so I can close the deal. If one is a good customer that has paid the bill on time over the long term they are apt to negotiate. That is what I have experienced. Cheers Mr. CBB

    Reply
    • bigcajunman December 19, 2012, 2:56 PM

      Well stated, being a customer in good standing should stand for something, shouldn’t it?

      Reply
    • Jon @ Grown Up and Stuff December 21, 2012, 11:32 AM

      And it’s pretty easy to be that prepared too… you just need to search around the internet for less than 20 minutes to find out what other deals people are getting. RedFlagDeals is a great site for finding out what others have got through retention departments (and how recently)

      Reply
      • bigcajunman December 21, 2012, 11:43 AM

        Agreed, use all these kind of sites as research for the deals you can get.

        Reply
  • krantcents December 19, 2012, 2:14 PM

    Yesterday, I had to follow up with the cable company about a discount they gave me, but did not execute it. I routinely call them to get my discounts. It is obvious that most people do not, but they are very willing to satisfy their customers if you call.

    Reply
    • bigcajunman December 19, 2012, 2:56 PM

      Indeed, following up is always important too, if things change for no reason.

      Reply

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