Kent Deines sent a message to James Meyer that said:
Dear James,
I have embarrassed myself a number of times in the last several weeks. Your people started to call me about renewing service on one of my cars. I didn\'t want to renew it because we don\'t use it, so, being busy, I said, "Please cancel it" and hung up.
This continued for about 5 times until I lost it and started yelling at the person you hired to call me. I know that they have a job to do and they are somebody\'s daughter, sister and wife. Never the less, I started to scream at them.
Finally, I had some time and decided to play the game, wondering, "What is it about cancel, these people don\'t understand?" After talking to abut 4 people, I got to one who said that she\'d cancel it for me, but only after listening to more offers. What is it about cancel she doesn\'t understand? I managed to stop her, it wasn\'t easy.
An hour ago, I got another call from a woman working for one of your contractors. I yelled at her too.
You need to understand that I don\'t do this very often. I don\'t like myself when I do and, in this case, not like SiriusXM. You also need to understand that situations change. People who don\'t need or want your service today, might tomorrow, and if they feel good about the service provider, will come back, but, when they are pissed, they don\'t and won\'t.
I recommend that you find a way to identify customers who have expressed the feeling that they are tired hearing from you and stopped before they get os angry would never do business with you again and advise their friends the same.
I feel better now.
Sincerely
Kent
