2. VDSL Price Point
3. Local, Christchurch based Residential Customer Support team
4. Follow Up Service
5. Willingness to work with customer/consultant
Sam and Michelle can take a bow... I know I'm a tough customer on the best of days and you guys really do seem to be up against it with the back up from your wholesale providers.
Why New Zealand Broadband is So Slow and So ExpensiveThe answer is simply "Process".
My expectation was that we could book a service and you would light it up the minute the existing customer left the building.
I am amazed at just how wrong I was.
People complain about speed, data and cost, but the real road block here is the insane number of poor processes that are in this space.
In dealing with you guys over the past week I really get the impression you're being allowed a bit of carrot but not to much and life is being kept hard to prevent your level of great service from becoming to epidemic.
My favorite aspects of your service were you're willingness to work with me to work with the wholesale levels and just treat me with the highest level of respect. It was evident to you that I have some level of understanding of the space and some professional skill and you showed you were willing to work with that.
Being able to communicate with the same people during the process was also very helpful. I also liked the fact that when you didn't know something you just went and found out and didn't try and bluff your way though.
Today I managed to leave a folder with account details in my office that I needed on site.... opps, it happens, but again, you were willing and able to quickly sort out the missing information.
By the time I left the site at 3pm this afternoon the customer was wrapped, though I suspect they're going to be more impressed when we get their TV doing the YouTube thing.
So thanks guys and good luck pushing to improve processes.
In Christchurch there is an obvious growing importance for us to be able to do moves and changes without needless downtime and delay.