Liz Strauss.com

This morning Sprint/Nextel Customer Service may have saved a customer determined to leave them. How do I know? I am that customer. Here’s is what happened. I decided on July 10 to switch over my son’s Sprint/Nextel account to pay online status. The archiac system was beyond broken. It asked me, the customer, for things that it didn’t want and to do things it didn’t want me to do.

I wrote an email as it requested and got a form response. The email said that, if I didn’t hear from them in 24-48 hours, I should contact them again. So as customers often do, I talked to other customers about it — via my blog, my blog that gets daily hits in 5 figures. I called the post How Sprint Pushes Customers Out the Door. I mentioned that post in my email and sent a permalink so that they could read it. They didn’t.

Nine hours later, Sprint/Nextel sent another email explaining that what they asked for wasn’t what they wanted and that what they wanted I couldn’t get by email, but instead I should telephone for. At 10:30p.m., I couldn’t.

Several emails and two days later, a Sprint/Nextel Customer Service Exec read that post I wrote, because she reads my blog. She left a comment saying she was eager to help. Within minutes we were on the phone and the problem was solved.

I wrote a new post called Kala, a Reader, from Sprint/Nextel Cares

That’s the power of blogging in action. It can make good things happen.

Liz Strauss