Jodie Monger

Money for Nothing

comments 1 comments  |  2356 reads

Here is one of the best ideas to make money that I have ever heard:

Last month, I received an 8-page invoice from Verizon for $8.42. The service that we ordered had not yet been installed (an entirely different, an not unique, problem with telecom companies) but a corporate ID number had been set up based on credit checks, etc. so we're ready whenever they can figure out their side.

So, before approving this amount for payment, I study it a bit more. There is a line item for Media Services billed in the amount of $8.00. Tax assessed is the 42 cents.

Hmmm, what is Media Services?

Basic curiousity just made me call the 800-number to find out.

I am told that Media Service is the charge to send an invoice.

So, I say to her, it is listed that services rendered is ZERO and we are being billed $8 for just the bill?

Yes.

So, let me get this straight, you are sending me a bill to tell me that I do not owe anything and I have to pay you $8.42 for that to happen?

Yes.

Wow, I wish I would have thought up this brilliant idea! This would be like me sending my clients a bill for ZERO and charging them to tell them that. Or I could just send bills for ZERO to everyone in my town or in the state or in the country and start collecting $8.42 from them.

I guess that would be the same, she says.

Okay, so now that you hear how ridiculous this is, will you remove the charge for this invoice?

No, I cannot do that.

Then I think we have a problem.


Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.
0
No votes yet
 

1 comments »

Graham Hill

Graham Hill

Check Your Contract

Jodie

I am not quite sure how Verizon can issue a bill to you for a service that they have not installed and thus would not yet be covered by your contract for services.

Be careful ringing back to enquire further though. It is not unheard of to get a Dear Jody letter from telecoms service providers (an oxymoron if ever there was one) asking you to vacate the fibre optics for being a too-frequent caller.

On a more serious note. I suggest you check your contract, contact them again and insist they remove the charge for a service that is not yet installed.

Good luck.

Graham Hill
Independent CRM Consultant
Interim CRM Manager

Post new comment

The content of this field is kept private and will not be shown publicly.
CAPTCHA

No spam permitted! Moderator reviews ALL content before publication to ensure compliance with the CustomerThink terms of use.

To block automated spam submissions, please answer this question.

Image CAPTCHA
Enter the characters shown in the image.

MarketPlace

Drive customer loyalty, empower support teams, and reduce costs. Get social.

[Feb 22] Guest speakers from Forrester Research, Allscripts, and CustomerThink will discuss market trends and research on social customer service strategies, as well as proven tactics from the trenches. Join the live webcast on Feb 22 at 10am Pacific (1pm EST).

Global Customer Experience Management (CEM) Certification Program

[March 13-14, Paris] An internationally recognized program with proven track record of success - being run for 33 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

10 Steps to a Single Customer View

Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

Strategic Roadmap for Digital Marketing

Free e-book (no reg required). 15 articles by digital marketing thought leaders.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.