Yesterday, this very short message showed up in my inbox:
i need to access the Verizon wireless internal systems
Let that wash over you for a moment, and I’m pretty sure you’ll conclude that a guy who asked me for what sounded like help hacking Verizon Wireless’ computer system also has some pretty strong ideas about the product offerings Verizon Wireless makes available in Northeastern Massachusetts.
And he’s entitled to his ideas. And as you know, I have some ideas of my own, both about customer service in general and Verizon Wireless Customer Service in particular. You might even know that I feel so strongly about Verizon Wireless Customer Service that I recently renamed our Customer Service Wall of Shame in Verizon Wireless’ honor.
But this time around, Verizon Wireless has done nothing wrong.
Business decisions are business decisions. Sometimes, huge companies like Verizon are subject to regulatory limits that impact the way their decisions are made, but demanding that Verizon Wireless provide a particular service at a particular price in a particular area is . . . well, it’s just plain silly.
The customer, in short is not always right. The customer is only right when he’s right, and when what he wants matches your business goals.
Verizon’s Wireless’ unlimited data plan was never really unlimited, and I’m actually surprised to see that I told you about that almost five years ago. In general, unlimited data is getting harder and harder to find. But it’s out there.
But you don’t get to decide who offers a product or service. Unless it’s you.
Sometimes, business change is about realizing your limitations and working within them. Tilting at windmills, especially the ones erected by huge companies like Verizon Wireless, isn’t often worth your time.