Dear Bob, Give Sprint to His Friends

Allan Jenkins at Desirable Roasted Coffee has a bean to pick with Sprint's Ambassador program. Go read what's brewing with Allan's volley with "The Sprint Team" - then come back for possible solutions.

First, I'm all for upfront and open ambassador type programs. Jake and the LEGO Ambassadors is a great example.

Cup full of problems here:

1. Sprint says in it's FAQ page, individuals in select U.S. markets qualify. Allan lives in Denmark.
2. Not once, but twice the signature of "The Sprint Ambassador Team." Horrible! Impersonal! Not a good way to approach bloggers.
3. The reply to Allan's initial response. Talk about pouring gas on a fire!

Here's my suggestion to Sprint (Bob?). Send a note of sincere apology to Allan. Invite him to choose three people he knows in the target markets to become a Sprint Ambassador. They don't have to be bloggers. Allan's choice - pure and simple. Then over deliver. Somehow. Just don't pull a Nvidia.

Here's my conundrum. I've been a Sprint PCS customer for 8 years. Happy. Last year, I started using Sprint's EV-DO card and have told everyone I meet how wonderful it is.

Now, I get to decide whether to eat the year on my "contract" for the sake of piss-poor customer service. Frankly, I've already decided. Does Verizon's EV-DO card work nationally? What product would you suggest?

Note to Allan: Would a Sprint counter offer like the one described above ease the pain?

Technorati Tags: Sprint Ambassadors, Sprint EV-DO, Verizon, lame pitches, customer service

Comments

[Allan Jenkins]

Yes, it would indeed ease the pain. In fact, doing anything to show there are real humans behind the program would be an improvement.

Lori Joseph, a former IABC board member, is a senior Sprint communicator... I wonder how she feels about their poor communication.

[Michael Wagner]

Your posting on Allan Jenkins' close encounter of a non-diplomatic kind goes into my small world file.

I had just been to his blog in the course of doing research for this week's IABC presentation. Since he is in Copenhagen I asked about a friend of mine - and "yes" he knows him.

Then I see your response to his posting - the blogosphere has unique gravitational properties bringing people together in new ways. I love it.

And thanks for yesterday's posting regarding my brand ownership presentation for IABC!

[Mike Sansone]

Allan - Hopefull Sprint has reinvented their Yes-man and get this done.

Mike - The extension of the conversations are breaking down many barriers - including geography. Quite welcome - your presentation was deserving of priase.

[Mary Schmidt]

And, it'd really be nice if it was a handwritten note and a phone call of apology. They could turn this around to great advantage - but here's the thing (cynic that I am) - I really doubt they do. (I'll tell you my story about my Verizon wireless account one of these days, ah-yah)

[Kami Huyse]

I am also a Sprint customer and just got the invitation. I have no inherent problem with the program, but they just lucked out that I actually WAS a correct match to their profile.

[Mike Sansone]

Mary, I'd enjoy hearing about your Verizon story. The rep I usually work with at Sprint hasn't been in yet. I wonder if they read today's article in the Washington Post.

[Mike Sansone]

Kami, I too had no challenge with what they were doing until hearing about their two whiffs with Allan.

I'm no longer as confident with their customer service as I once was. They still have a chance to right this, and hopefully they will.

I hope your experience is a good one - and I look forward to hearing about it.

[CandyShopGirl]

Wazzup!

What do you think about Apple Iogo? >:)

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