And just like that…
I learned how long can be 5 days.
For those who do not know who TELUS is, They have been my ISP for the past 25 years.
And when my internet is down, I had some extra time on my hands this week. So, I decided to figure out how much I had paid TELUS in publishing with them in the last 25 years. I would never have imagined it but it was over $ 52,000 ($ 150- $ 250 per month X 300+ months) for web services for my business.
Wow! It’s a loyal customer, would you not say? I would love to have such clients in my virtual assistant business.
I did not even have a locked contract with TELUS and just paid on a monthly basis. I stayed with them because they were always there for me with amazing internet services to keep my business going. They made me money!
Sure, there were occasional technical issues. But TELUS has always been at the forefront, taking responsibility for getting my business back online. Their loyalty team would even go that extra mile when my toilets were disabled. Like, make up for every downtime. Whether it’s monetary compensation to my account or adding benefits like unlimited WIFI to my program.
I have been a loyal customer to them for a long time and just like that …
Sunday: A TELUS technician comes to my house because my Wi-Fi was hazy and caused my TV to be pixelated, which was annoying. He solved this initial problem. there is! He said send him a message if I have any problems and he will come back immediately to fix what is happening.
My thoughts: Hmmm, I felt special. The trust team at TELUS lowered my annual billing to half price as compensation for my pixel issues.
Monday: Woke up and the internet was off again. It also means there is no TV.
My thoughts: Ugh! No TV? That means there are no hockey games tonight for my husband. Everyone from Canada will relate to my night. It will not be fun. 😉
After my center went to work, I sent a message to the TELUS technician as he said to do but got no response. I even called him and left a message in case he would not receive my messages. Finally, around noon, I called TELUS ‘main office. I sat down for about 50 minutes and listened to a sad loop of how the current Covid Omicron wave affected the waiting times of the help desk. Where was the optimistic music I so desperately needed now?
Finally, I move to a TELUS representative and order another technician tomorrow to come and fix my internet. there is!
Tuesday: No appearance for technician. Hours are wasted waiting for TELUS today. Still no Wi-Fi.
My thoughts: I’m freezing! I forgot that my Honeywell thermostat was hijacked by an app that requires Wi-Fi. I spent 42 useless minutes trying to figure out how to turn on my oven (like in the good old days before the internet). I finally plugged in a heater to keep my fingers warm.
Wednesday: A TELUS technician arrives and I admit he made an effort. He fixed my internet 4 times that day. But think he’s tired of my hourly messages to go back and fix again so he gave up. Finally, he pushed my problem to the next technological level of TELUS and told me I would hear from them tomorrow morning with a new date for the meeting.
My thoughts: Nervous that Alexa could not hear me telling her to turn on the lights on the back deck. Oh how I miss you Alexa!
Thursday: I tried to amuse myself with baking while waiting all day for a new appointment with another technician. I must have spent 4 hours waiting today trying to perform some action. TELUS dropped the ball.
My thoughts: Frustrated and feeling fat! Now Thursday night, there is no internet repair from TELUS. All I got today is to add 2 pounds to my thighs to eat all those goodies I baked.
Friday: 6 days now offline!
My thoughts: Nervous! So much time wasted and money lost in my business offline now for almost a week.
There is still no appointment from TELUS. Not even a follow-up call. 🙁
And just like that…
I picked up the phone and Called SHAW (TELUS ‘# 1 competitor).
And at 3pm that Friday a cheerful SHAW technician left my house. Leaving me with an unlimited Wi-Fi data program 20 times faster than I had before PLUS Total TV with over 120 channels.
My Thoughts: Bonus! And all at a cheaper price than what Telos offered me as compensation for my troubles last Sunday.
To my geek friends in VA out there, check out the difference quickly between one provider and another …
This internet speed is almost 20 times faster. Amazing !!!!!!!!
Check out Internet speed here.
So what’s the point of my story?
For me, It was a particularly helpful treatment to share my story and get it out of my system so thanks for listening LOL! I love the support of my VA friends who have helped me maintain everything in more difficult business times. It’s essential for your sanity to get the support of others who understand working from home is not everything and a bag of chips.
Speaking of support: A cancellation and group meeting of VAinsiders canceled last week is rescheduled for Wednesday, February 2 at 3:00 PM PT. View your email for full details and a link. I love the friendship and support I have with my VAinsiders who are always there for me between thickness and test. I do not know what I would have done without you! You do not have to run your business on your own.
You too can get coaching and support by clicking here to become a member of VAinsider.
Join now before the price goes up in February.
Back to the point of my story …
But for you, As a virtual assistant, it’s a good reminder to always make sure your customers are doing the happy dance by …
- Putting your customer needs first in your business.
- To be responsible. Do not drop the ball when they need you most.
- Listening to your customer and meeting his needs and expectations.
- There are powerful communication systems.
- Regularly follow up with your customers on a consistent basis.
- Goes that extra mile when problems do arise.
Otherwise you will be just like TELUS> losing a loyal customer of $ 52K to their competitor SHAW.
updating: Now Tuesday (10 days later) and TELUS has not yet returned to me with a technician or even a follow-up call. I am afraid to spend hours waiting to cancel my services with them.
I would love to hear your opinion on the post on my blog so please share your comments below.
Wishing you all a technology-free week before my friends at VA! 😉
Taunia Sutherland
