I was on my way to an internet cafe, pondering what I just heard in a phone call from Smart. And the thing that finally stuck with me was, why don’t Smart and Globe and all those other big companies just make you, me, humans, their customers happy, even if it would take some extra effort in specific cases like mine. And I think that’s even what Napoleon Hill basically states: if you just serve your customers, other people, you will be successful. And from my point of view, in my case, the solution of the issues that annoy me so much my Smart internet connection is very simple:
- Put someone in charge to solve the problem. And put him or her in charge until the problem is solved and I have my unlimited internet access at certain speed back OR until I’m satisfied with whatever solution is offered or found.
- Solve the technical problem, just install some other technology or figure out what’s causing the deterioration of the signal. My location is a bit remote and it seems that for whatever reason the device that is installed does not fit its purpose anymore.
- Get rid of the Fair Usage Policy the way it is phrased and stated. Just make it a real Fair Usage Policy like users sharing available bandwidth. Nobody will have any problem with that as long as Smart keeps their network capacity.
And while I was on my way to the city I was pondering what Mr. Napoleon L. Nazareno, the CEO of Smart Communications, Inc., who I wrote this letter to, would think or would want to happen if he knew the whole story. Would he really want me to apply for disconnection as his support staff suggested to me this morning? I doubt, unless he and the whole industry in 2014 are only about greed and not about serving customers, not about serving humans.
So I am still thinking of what to do next, as I don’t want to lose my Smart internet and I guess in the end Smart would not want to lose me as a customer.
And no, I don’t know what it is to be the CEO of a big company like Smart or Globe. And I’m quite sure he has many challenges and is certainly not interested, and should not be, in a specific technical problem with a specific simple standard connection for just one customer only paying PHP 999.00 a month. But yes, somehow he is responsible and somehow he should find ways to solve this problem, presuming I’m not the only one in this kind of situation. But again, if I were the only one, the problem would be easily solved: just install something that makes my internet connection work again and you’ll never ever hear any complaint from me again. On the contrary.
And that’s part of what annoys me very much, as I have always been very happy with the SmartBro solution. So I have always recommended Smart to my friends and other people who needed internet or had complaints about their current internet provider. And now Smart let’s me down, one of their biggest fans, always telling people the Smart network is or was better than the Globe network, at least related to internet.
And yes, I am very annoyed and tired as it’s not easy to serve my customers without proper internet, running an internet business partly from an internet cafe. But I’m trying to see the opportunity or opportunities who are certainly there, as e.g. this whole thing brought me into contact with the CEO’s of Smart and Globe and it’s also a very good example of my concerns related to big companies and humanity, treating humans as humans and not as customers of service representatives.
So looking forward to your help of making those large organizations human again. And I mean things like serving customers as human beings and not as profit centers or complaints to handle. And giving employees more freedom and authority to solve problems and talk to customers as human to human and not just passing on company policies and procedures.
Looking forward to your help and support!