When product supercedes reputation

Today I spent over 3 hours on the phone with Verizon trying to clear up a 4-month disaster-of-an-experience with said company. While on the phone, I grew amazed at my continued desire to be a Verizon customer despite the fact that in all my experiences with Verizon there should be no desire left in me to be their customer.

This is a case of a company with a product so desirable that not even a crappy customer experience can thwart off the customer. It’s called FiOS – Fiber Optic Service.

FiOS is to broadband (cable, DSL) what broadband was to dial-up. It is the most powerful residential Internet service available and it is available exclusively at this point through Verizon.

I will spare you the 3 completely ridiculous separate scenarios I have experienced with Verizon as a customer since 2001, but let there be no doubt that with this most recent one, there are few products, if any, that I would continue pursuing after such horrendous experiences with a company.

FiOS is so desirable to me that I will buy it from the one and only company making it available to me even though this company has failed me multiple times.

Unless you are selling FiOS, don’t count on your product compensating for a poorly executed customer experience.


About the Author

Ryan Gerardi
Creative, resourceful, and resilient B2B sales and marketing technologist who works with people and businesses on a variety of levels to help elevate their game, their brand, and their businesses.