This technique for getting companies to reduce your monthly bills is so classic and effective, it bears explicit reiteration.
Sick of paying annual fees, Steve wanted to get out his NWA WorldPerks Visa Signature Card he had going on with US Bank.
Penny Arcade called up to cancel the Sears “payment protection plan” they never ordered.
An exciting add-on for the World of AOL Retention game, The Bonus Calculator!
We think we just called up John, the AOL rep fired after giving Vincent Ferrari a hard time when he tried to cancel, a rough time that was company policy. John ain’t saying much and didn’t want to talk to us. He wouldn’t even verify his identity, but the pauses are a dead giveaway.
Here’s a little ditty about an AOL hatchet man who took a perverse pleasure in firing retention consultants.
TimeWarner announced yesterday an AOL makeover ot make more money with less subscribers. The profit hinged on $1 billion in cost cuts mainly coming from, “the company’s extensive marketing effort to attract new customers and retain old ones,” NYT reports.
AOL may be free, but that didn’t stop them from calling up Matt W. in Chicago, begging him to come back. The rep offered Matt a “new” version of AOL called, “Security Edition.” After an initial “trial period,” Matt could continue using AOL for $9.95/month.
In light of today’s news that America Online’s content and services are going free, let’s glance at a polaroid of those halcyon days and Monte Carlo nights of yesteryear.
Tricks an AOL retainer used to keep people from cancelling:
At his peak, our interviewee “saved” over 87% of the people who called him up to cancel their account. We’re still working on editing the whole thing, and in fact, have to get on the phone with another consultant in a second here, but we wanted to share this teaser clip with you.
Working as an AOL retainer can kill you.
…in the coal mine.