How Not to Treat Your Customers

December 1, 2014

I was hanging out with my wife and kids early on Sunday morning (I try and leave my phone out of reach to disconnect, have some family time and not be tempted to check emails).

In the distance I heard a new message come in, my wife looked at me and said "you better go check that, it must be important for someone to be messaging at 8:14am on a Sunday morning".

Here was the message from my telco Telstra (the biggest Telco in Australia).

Telstra

So Telstra decided to spam me at 8am on a Sunday to say I can bar spamming? Brilliant. So I Tweeted them to see how I can opt out of this.

Six hours later they had still ignored me, even though I checked their account and they had been happily replying to others. So I followed up again and this time success!

Derp. Yes.

Wow.

I read that Tweet as "No you can't opt out and we don't really give a shit." Plus, as someone pointed out on Twitter, I'm not sure it's even legal with the Spam Act.

I realise Patrice is just doing their job and replying to hundreds of annoyed customers a day, but this is an attitude that spreads from the top.

Looking the stream of their Tweets every second tweet is them asking for something, saying you have to phone up or them advertising.

Luckily for those of us trying to grow small companies, the contempt towards customers from companies like Telstra leaves the door open for us to care and make a difference.

Thanks Telstra.

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