In article <d0ambf01s9m@enews3.newsguy.com>,
"Robert Anderson" <rbanderson@nospamnwlink.com> wrote:
> We are going to be rolling out new packages. The problem is that these
> packages are both more generous and less expensive than the existing
> packages. The problem is that many existing customers will not notice the
> changes for a few months (probably) and will then find out about the changes
> and call in to change to the less expensive, more generous packages.

The right thing to do is notify all existing customers about
the new pricing structure, and allow them to migrate. Doing
anything less will be seen as a rip-off, and you will lose
all credibility and good-will that you have built up.

If I found out that someone had a better package for less money,
and didn't tell me, I would consider that to be theft. I would
move to a different supplier, even if it meant more money just
to send a message that I will not tolerate being ripped off.

A good example of this was the major long distance carriers
who introduced new less expensive LD plans, but allowed existing
customers to stay on the older more expensive plans. Darwin
has paid a visit to each of these major LD companies. ATT is
being sold to a spin-off, MCI went broke, and Sprint loses
money on LD.

Brand loyality is very hard to build, and very easy to lose.

-john-

--
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John A. Weeks III 952-432-2708 john@johnweeks.com
Newave Communications http://www.johnweeks.com
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