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Saturday, August 06, 2011

always check your bills

Good morning.
It's been a crazy busy week in the Salon. The phone ringing off the hook.
There was one major issue I had to deal with. We have a 4yard dumpster we share with another tenant. I discovered we were paying double what he was. It appeared at some point way back last year, our rate doubled, and some how Craig didn't catch it. I called and got a totally clueless person who seemed completely unable to grasp what I was saying. He didn't seem to think our rate was out of line. I said , "you mean to tell me it costs $100 a month for every other week pick-up?" He said he'd have an account manager review the account and call me back. I hung up. I was steaming. They weren't going to get away with this! I waited, no call. The next day, for added ammo, I called a competitor, and discovered what I had already thought. The amount the other tenant was paying was more in line to what I should be paying. I called back to give them one more chance to correct their mistake before I cancelled and went with the other company.
This time, I actually got someone with a few brains. She looked through my account, agreed there had been a mistake, said she would discuss this matter with a supervisor, and would call me back first thing in the morning. She even gave me her direct phone #.
Well, the next morning came, and sure enough, she called me back. She apologized for the mix-up, credited our account $150.00, and reduced our monthly payment by 2/3. and eliminated a couple of other fees. She said this new rated would be locked in for 3 years, and to call her direct if there were any changes. She asked if this was satisfactory. I said I was pleased with the response, and thanked her for her time.
So now, our rate is $24.30 a month, instead of $76.52, quite the difference.
So once again, it's all about talking to the right person.
Have a great weekend!