Globe Telecom: How to Hurt Your 14-year Loyal Subscriber & Why Sun is Number 1 Among Postpaid Subscribers

image courtesy of Globe Telecom

The past weeks I read on the Inq Print about Globe asking the Phil govt to review (and hopefully block) the merger between PLDT and Digitel (Sun)on Anti-trust issues.  Previous to that, Globe protested the claim of Digitel (Sun) that Sun now has the most number of postpaid subscribers.

May I suggest to Mr. Ernest Cu, Top Boss of Globe Telecom,  that rather than complain about the changing Telecom Market, Globe should instead focus on improving its Customer Service especially in the manner it treats its long-time subscribers like me.

Image courtesy of PLDT

Image courtesy of Digitel Mobile

                                                                              I have been a Globe Postpaid subscriber for more than 14 years and I remembered when I applied that Globe touted the benefits of GSM and in fact, most AB market and businesses were using Globe as being the professional thing to do.  Last November, 2010, I was happy that Globe included the Iphone 4 in its Postpaid Loyalty Awards program and I promptly placed an order with Globe's SM North EDSA office.  After not hearing from them for 5 months, I went to the SM North EDSA office today to do a personal follow-up.  The supervisor, told me to line-up at the single-transaction Expresslane.  The expresslane had 3 counters but only 1 was manned and that lady stepped out to attend to something.  After waiting quite a while, I told the supervisor that she should do something about improving the service especially in the light of the PLDT-Sun Combine. 

The supervisor told me that I can air my complaint on their 211 Hotline Phone. I then told her how difficult it is to get thru the Globe Hotline and she nodded her head in agreement.  I then told her "why then are you telling me to call the hotline when you yourself also know how difficult it is to contact the Hotline. You should be the one to tell your boss about the problem."

Finally, the lady on the counter came back and I told her I just want to check the status of my Iphone 4 order.  She then said my order was cancelled as my request had already lapsed. The requests are lapsed if no stock had been allocated for the Loyalty program. 

I noticed a slip of paper on the counter that listed the inventory of phones at the branch and it showed that for May 16, 2011, there were 80pcs of Iphone4 16gb and 40pcs for 32gb and I really thought I was going to get my Iphone already. According to the lady at the counter, the stocks are for the walk-ins. 

I find it strange that Globe would be more willing to serve the new walk-ins and not a 14 year-old subscriber.  I felt so hurt to say the least.  It makes me believe even more the claim of Sun of having more postpaid subscribers.

Image courtesy of Sun Cellular/Digitel

I think Sun is where they are now  on the top of mind with postpaid subscribers is because they came out with a superior product and service package.  When they started, they did not complain about the duopoly of Smart and Globe but instead thought of offering a better package, period.  I did not hear Liberty Telecom (WiTribe)  complain despite they're facing even greater odds.

As for the talk about poor connection service of Sun, I too encountered connection difficulties with Globe. Globe was one of the first to quietly advocate a cap on broadband download usage to prevent network congestion, it seems. Years back, Globe also had that problem of network coverage when they were just starting out, just like Sun.

Sun is probably the Number 1 second-cellphone carrier of most users.  And the funny thing about Sun is that the people who started Sun and made them a feared Number 3 were ex-Globe Telecom managers !!!! 

I think Globe has what it takes to get their groove back but I am afraid they have to Re-learn how to listen and understand their loyal customers like 14 years ago, rather than complain about not having a level playing field.

As for me, I am just a 14-year old Globe subscriber that got his Iphone4 order cancelled without me being told about the cancellation.

I wish Apple USA would appoint another carrier, just like what Apple did when they appointed Vodafone amid I think complaints about how AT & T serviced Apple customers.

Thank you for taking the time to read this. I just felt so bad about the whole incident. Like I do not matter to Globe.



UPDATE:  AUGUST 28, 2011

May I invite you to read a COMMENT that a reader posted below which is COMPLAINT too but of a different nature.  We all have read stories of eLoads getting lost for no apparent reason  ( usually blamed on a computer glitch or software magic) but this is the first time I heard that somebody in the telecom company is actively "stealing" loads.  If true, all the more the company (all telecoms for that matter)should investigate its misbehaving staff.

Don't Just Rely on Signages. Use the Power of Word-Of-Mouth

(courtesy of safetysign.com)

Imagine being relocated from a very high-traffic part of the Mall to a virtual DEAD ZONE and you can imagine the anxiety and worry that I went through when that just happened to my Lotto Outlet just last week.

To top it all, there are about 5 or 6 other lotto outlets within spitting distance (5o meters or less) from where I was located. The new site is exactly 80 steps (50 meters) away from my high-traffic site.

I knew my lotto customers will not be able to find me as they got used to just seeing my lotto outlet just upon entering the mall.

I placed a Tarp signage (in Bright Yellow background and Blue "Lotto" word across it) but only a handful saw the sign during our first 7 days and you know what brought my loyal lotto customers back , it was WORD-OF-MOUTH, to wit:

1. I stood on my old site and started giving out PCSO Lotto Playcards for them to place their bets and directed (escorted) them to my site;

2. The sales personnel of former

neighboring tenants who also pointed my lotto customers in the right direction;

3. Security Roving Guards also played a prominent role as many lotto customers asked the guards where my lotto outlet is now located;

4. And like a snowball effect, those lotto customers who were fortunate to find my lotto outlet during the crucial first 5 days also spread the word to their neighbors and friends who were also my lotto customers.

Signages are good but nothing like going out there and talking to your loyal lotto customers.

This is What Happens When I Treat My Lotto Customer Right. . . .

I was at the bank this morning just before lunch and as I was transacting with the Teller, I heard my name called. I turned and I saw my Lotto customer.

He told me that with regards to that certain hard-to-get location for my lotto outlet that I have always wanted, he might be able to help as he put in an application for the space on my behalf thru a friend of his who happens to be a relative and if successful, we just might be able to do business together.

Nothing is definite yet but the fact that my lotto customer would go out of his way to do that and is willing to do a joint venture business with me speaks volumes of the POSITIVE WAY our lotto customers think about us.

Typhoon Basyang (Code Name: Conson) Left Most of Metro Manila in the Dark but My Lotto Outlet Was Still Doing Business!!!

Tuesday Night Typhoon Basyang battered Metro Manila. When I arrived at the mall where I was located, I immediately heard the deafening roar of the mall's generator sets and I learned from the guards since Tuesday night.

My supervisor had already opened my Lotto Outlet and was doing brisk sales. Normally mornings are slow especially on a Wednesday but not yesterday morning. It seems that many Lotto outlets were closed due to lack of electricity. Moreover, according to the PCSO Lotto Hotline, only PLDT and Smart (both owned by the Metro Pacific Group of Manny Pangilinan) were the only telecom carriers that were online.

I was able to operate as I had two carrier lines: Smart and Bayantel but the Bayantel was offline. Still I was able to operate.

The most heartening thing was that customers were saying that we are still able to operate when so many lotto outlets were closed. I told them we had both genset power from the Mall and two carrier data lines to cover most eventualities.

You cannot measure the Value OF BEING ABLE TO OPERATE WHEN SO MANY LOTTO OUTLETS WERE CLOSED DUE TO CALAMITIES. I THANK THE LORD FOR THAT.

FOR MORE TIPS ON HOW TO CALAMITY=PROOF YOUR LOTTO OUTLET, AVAIL OF MY CONSULTATION FEE OF ONLY P2,000 PER HEAD AND I WILL TELL YOU HOW I RUN MY LOTTO OUTLET. TEXT LOTTO CALAMITY AND SEND TO 0922-8831225

Super Bad Trip Ba Kayo sa Motorcar Insurance Agent mo nuong Typhoon Ondoy?

Nuong Typhoon Ondoy, na-bad trip kayo sa ahente ng Motorcar Insurance dahil:

1. Comprehensive kuno pero di pala kasama ung flood-damaged?

2. Napuno ka na ba sa ahente dahil sa kapipilit nya na dalhin ung mahalin na sasakyan mu sa di kilalang talyer at DI PWEDE DAW SA CASA??

3. Natakot ka ba sa mga balita na marami pekeng Insurance CTPL at Policies???

4. Kapag-may claim, nawawala ung agente?

5. Hassle ba mag-claim kasi kailangan dalhin ung na=damaged mong sasakyan sa napakalayong opisina ng adjuster para inspect daw?????

Kung nag-Yes ka sa alin sa Tanong sa itaas, DAPAT LUMIPAT NA KAYO SA STANDARD INSURANCE CO. Bakit?

1. Casa lang gumagawa mga repairs (walang small-time na talyer)

2. May Acts-Of-God Coverage kasama sa Comprehensive Motorcar Insurance ng sasakyan mu (para pati nbaha COVERED!)

3. Kung sakali naksidente and inyong sasakyan, itanong lang sa Standard Insurance Office/Hotline kung saan ang pinakamalapit na accredited branch ng Casa sa inyong bahay o opisina at may Standard Insurance representative pupunta duon para kunin ng letrato ng damage at xerox ng OR/CR, driver's license at police report. Napakadali! Di sayang araw nyo.

Masasabi ko na maganda ang service sa Standard Insurance Co. dahil matagal na nk-insure ung 13-year old Toyota Tamaraw FX sa kanila at twing may-claim ako, ako pa tinatanong kung alin Toyota dealer gusto ko ipagawa ung Toyota ko!!!!

Kung gusto nyo malaman kung paano mag-paInsure sa Standard Insurance Co. Inc., text o call ako sa 0922-8831225.

Below ay Excerpts sa website ng Standard Insurance Co. Inc.:

Standard Insurance Co. Inc.

Motorcar Insurance


Standard Insurance provides the following types of motorcar insurance policies:

* Private Car (PC)
* Commercial Vehicle (CV)
* Motorcycle (MCY)
* Motor Trade (MT)
* Land Transportation (LTO)

The Standard Motorcar Insurance gives you more reasons to drive with ease and peace of mind with the following coverages:



Own Damage

Coverage against damages to the property insured arising from accidental collision, overturning, falling, fire and malicious acts of third party.

Theft

Coverage required by the law that protects the assured against liability for death of or bodily injury to third party arising from an accident involving the insured vehicle, subject to the schedule of indemnities incorporated in the policy.

Compulsory Third Party Liability (CTPL)

Coverage required by the law that protects the assured against liability for death of or bodily injury to third party arising from an accident involving the insured vehicle, subject to the schedule of indemnities incorporated in the policy.

Excess Bodily Injury (EBI)

Voluntary coverage answers for indemnities beyond the limit set forth under CTPL coverage.

Third Party Property Damage (TPPD)

Voluntary coverage against liability for damage to third party property arising from accident caused by the insured vehicle.

PA Rider

This is a voluntary coverage that financially protects the passengers against injury or death arising from car accident.

Value-Added Services

* Free Accident Coverage (PA)

Free P.A. Coverage for the family. This includes five (5) members of your family for P10,000 each.

Free Roadside Assistance Program

You will be provided with towing and other services in cases of accidents or vehicle breakdown

Automatic Technical Assistance

A group of auto-experts will assist you in assessing the extent of damages of your car in case of accident

Casa Repair

Because of our extensive tie-ups with Car Dealers nationwide, we provide automatic 5-star motorshop repair for cars 12 years old and below

These are just some of the benefits you get from Standard Motorcar Insurance. Treasure your prized possession. Stop fighting with your Insurance agent.

Delight your Customers by Surprising Them!

When you run a Lotto outlet like I do, I need a steady supply of coins ((loose change) as customers have the habit of paying with Big Bills (P500, P1000) for a P10 bet! As a result, I have to visit banks in the mall sometimes 4 times a day changing coins.

There was this day last week when I approached my favorite teller and unfortunately she said apologetically they too were out of coins. All the tellers know how important the coins are for me, With that, I went back to my Lotto outlet.

It was past 7:30pm when I noticed my favorite teller approach my Lotto outlet and handed over to my Lotto supervisor a bag of coins. She then smiled at me and left to take her ride.

Apparently she must have used her own money to change them into coins before leaving the bank and dropped-off the coins at my Lotto outlet. I WAS SO PLEASANTLY SURPRISED.

By the way, the bank is the BANCO DE ORO, the best bank in the Philippines!

Would your bank teller go the extra mile and do that for you?

Talking to My Lotto Customers is THE BEST TRANQUILIZER!

Better than Valium, Retrovil and other tranquilizers and cheaper still !!!

My Operator always tells her supervisor that I talk too much with my customers!!!

You see, my lotto outlet has two Lotto Flex terminals (You get only 1 Lotto terminal as a new Lotto Agent but if your sales reach a certain level, they may issue you another) manned by my operator and her supervisor every day. That's when my operator's worries start-- I am the substitute operator. Hehehehe



(when I see long lines at my lotto, I feel GREAT!)

I LOVE TO TALK AND TALK AND TALK and since my Lotto customers come from all walks of life, I am assured of a topic of all colors: politics, logistics, my customer's betting history, love life and even personal problems. And sometimes, I forget that I am on the Lotto terminal and my operator would shout "Kuya (brother), THE LINE IS ALREADY LONG!!!!!!).

I feel so relaxed talking to them.

How Do Your Customers Remember You?

Do your customers ever remember you at all?

Do they care to remember you at all other than when they need something or you are delayed in your delivery or your product does not work?

Let me tell you a short short story about my Lotto customers:


Last year, a group of holduppers with high-powered guns and grenades attempted to rob the Bank Of The Philippine Islands armored van that just made a pick-up at the mall where my Lotto Outlet was located in.

During the exchange of gunfire with the security guards, one of the holduppers lobbed an RPG (rocker-propelled grenade) at the doors of the armored van. The blast and smoke plus the ratatatat of M16s added to the pandemonium. People were rushing out of the mall.

At this point, the mall management decided to LOCKDOWN the whole mall (close all entrances) as the police believed the holduppers were still hiding inside. My crew got trapped inside as they decided first to shutdown the Lotto terminals and secure the day's sales proceeds.

I was on the way to my Lotto outlet and got a call from my sister saying that there is a shootgout in the mall where my Lotto is situated. After several unsuccessful tries, I managed to reach my supervisor on her cellphone and she was in fear and crying as gunfire and explosions were happening around them.

When finally I reach the mall, I could go as far as the entrance as the mall was still on LOCKDOWN. The touching is that I started receiving numerous text SMS messages from my Lotto customers inquiring how are my two girls (crew): are they safe? where are they? Were they able to get out? As I was among the growing crowd milling outside the mall along with the Press and Police, about 2 or 3 Lotto customers accosted me to ask if my Lotto crew was safe and again, if they made it out.

It was really so touching as I used to think my Lotto customers would only be concerned with betting. With their real concerns, I knew right them me, my crew and my beloved Lotto customers were FAMILY!!!!!!

Is it WORTH Keeping Customers Loyal to Me?

This seems to have an obvious answer but IS IT?


1. We have read that it costs more to get new customers than to keep your existing clients.

2. I remember an article by Ned Roberto, a noted marketing guru, about the subject and the impression I got is that it does not matter.

3. For a needed product or one with strong demand, customer loyalty does not matter. The customer will still buy because he needs it. And for many customers, there is no other choice.

In the case of my lotto, am not sure about that statement. One reason why I got new customers despite there being 5 other lotto outlets within spitting distance (if you can call 50 meters a good spit distance) from mine is that the customers found the Lotto Operator of the others as being "MASUNGIT" (in english, haughty and rude)

4. Have we really figured out how much it costs to give GOOD CUSTOMER SERVICE???

Here's an example: In the mall where I am in, MetroBank says BDO has high labor costs because MetroBank has only about 8 pax versus the 18 that BDO has but truth be told, service at BDO is highly efficient despite the huge volume of customers.

BDO is the only bank I know in the Phils that aside from the regular tellers up front, all New Accounts and other non-teller clerks are deputized (given cash fund) as TELLERS whenever long lines are apparent. Likewise, I also see Branch Manager Madonna (where I bank) doing Teller work when still more teller are needed!!!!!!

Try that at other banks wherein lines overwhelm the tellers and yet there are dozens of other clerks just sitting/chatting in their itty-bitty cubicles oblivious of the long lines and the sour faces of customers. (These banks' lines are similar to the game SNAKE on your cellphone, right? ) And to add tons of salt to the wound while all of this is happening daily, the other bank's manager sits like Cleopatra pretending not to know about any problem among her subjects (that's us. the customers).

5. Does it pay to be CUSTOMER-CENTRIC???

Again I have to cite the BDO at my mall. When Bank Manager Madonna noticed that lines were becoming a daily occurrence because they had to service many customers from other BDO branches to the detriment of her own BDO depositors, she decided to create an EXCLUSIVE LANE JUST FOR DEPOSITORS OF HER OWN BRANCH.

I typically visit her Branch 4 times a day to deposit, withdraw and get coins and its heaven sent what Madonna did. Whereas before the EXCLUSIVE CUSTOMER LANE. waiting in line took 30mins or more, now its more like 3 minutes.

Is it worth it for Madonna's Branch bottomline? Figure this, Metrobank has been Number 1 for ages and now, they are in Second. Guess who's Numero Uno-----BDO.

p.s. Another cliche--Who remembers who came in Second?

6. Because being GOOD to your customer is highly subjective, is there a tool by which a small business entrepreneur may use to measure its worth in pesos and cents??

7. Lastly, GOOD CUSTOMER SERVICE should not mean raising prices because that is the biggest DISSERVICE TO YOUR CUSTOMER.

Help the small business owner by sharing what you think.

Please lend me your thoughts on this. I may be wrong.

A Hearty Meal but NOT a Hearty Experience

I was so hungry as it was already past 1pm and my stomach was beyond grumbling. After scanning the various food chains hawkiing burgers, fried fanfare and other High-Cholesterol delights, I decided on a popular roasted chicken chain and selected their Hearty Meal (1/4 Roast Chicken, Fresh Fruit Salad, Green Vegie Salad, piece of Muffin & an Upsized Iced Tea - Lite to boot all for P195 which looks kinda pricey but hey, its billed as Healthy.

And now for the Customer Service Experience to make the meal MEMORABLE:

1. I had to stay in line for a while while the cashier was punching somebody else's order even if I was the one in line and when finally it was my turn, she could not get the paper tape to come out;
2. Service was quick as it took only a minute or two from the time I managed to get a seat when the waiter arrived with my order;
3. Food Presentation plays a role and in this case, NOT GOOD as the Lettuce were wilting and the leaf ends were blackening already;
4. When I sliced the Muffin, it crumbled which meant it was dry (maybe a day old or over-baked);
5. I asked the waiter for additional dressing and he said that will be at an Extra Charge. I wanted to say that when I was served, the tiny plastic container with the dressing was half-filled. Oh well, I declined.

The Chicken tasted great but I was looking for a Total Customer Experience and somehow I did not feel I got my money's worth due to disappointments that could have been avoided by the business owner.

All Small business entrepreneurs will have to make sure it is not so much as coming out with a good product that counts but that our customers have a MEMORABLE & PLEASURABLE TOTAL CUSTOMER EXPERIENCE from the time they enter our store to the time they leave our premises.