by Mike Masnick
Wed, Oct 31st 2007 8:01am
It's no secret that many, many people dislike mobile phone operators. Why? Well, beyond the issue of dropped calls, it appears that people are sick and tired of of the way mobile services are pitched to them. The operators hate giving people a clear picture of what they're actually getting. Details of the plans remain hidden or not clearly explained and there are always hidden gotchas -- like how your "unlimited" service isn't really unlimited. So, here's a simple suggestion for mobile operators: Be the first to be totally upfront about your plans and services, remove any high pressure sales techniques, stop making it difficult to compare plans, phones and service and dub yourself as the customer friendly mobile operator. Then see what happens. Of course, some mobile operators have taken steps in this direction over the years. They're a lot more open about where various deadspots are than before and they've tried to be more open about specific features and plans -- but the problem is that this "secretive" mentality exists up and down throughout the organization. If a company makes it clear policy from top to bottom that openness, clarity and customer satisfaction are keys, it would capture the interest of an awful lot of people.
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