Danger !? (accompanying changes)
Sometimes a company needs to take a step in a direction that will lead to customer inconvenience. Of course, clear communication is very important during such moments. However, real assistance and minimising the possible inconvenience will receive even more appreciation.
One of our clients, who happens to be a cable service provider, approached us with a difficult challenge. In a particular region, all the television channels required resetting to new frequencies. What was clear was that tens of thousands of families would be bothered by this process.
M+ worked on the best possible scenario, side by side with the company in question. The upcoming changes were advertised in TV commercials, on billboards and in letters to all customers. In the meantime, M+ established a helpdesk, where customers could call in for useful tips and even get manuals for their TV sets.
Apart from that, they were offered the services of a field technician at very reasonable rates. M+ arranged each appointment, provided the technician company with the relevant information and even handled the billing. Within four days, almost 14,000 calls were handled correctly and 980 appointments were made with technicians. Customers gain the impression of being assisted and not bothered.
What appears as a threat to your company may strengthen you in the end. That's how we like to view things.