Incstone Design

As many of you may know, Incstone Design's parent company Megami Studios just transitioned from our old offices to a swanky new place out in the Shenandoah Valley.  We're very happy about the move, as it gives us room to grow.  But in the process, we learned a very interesting lesson on consistency in one's business, something that we simply feel we must share.

At our previous location, we had fiber optic and phone service (FiOS) from Verizon.  It was fast and effective, and it worked very well.  But upon relocation, we were informed that FiOS was, unfortunately, not an option.  However, I'd had a pleasant experience with Verizon's DSL services prior to FiOS and felt we could live with that.  I called them and ordered the bundle.  I was promptly set up for an appointment for installation and would receive the other items in the mail; furthermore, our Verizon Wireless cellphones would be tied into the account for one unifying bill.  Everything, I was told, would go as smooth as silk.

It is at this point where the ideal began to diverge from the real.

A week later, the installation crew arrived and performed their task; however, neither the internet nor the phone service were operable.  Per their instructions, I checked the filtered connections; however, the system still did not respond.  Seeing as how they were one company, I then went to the local Verizon office...only to be told that "this is a Verizon Wireless office; we're a different company" (yes, I know you're a subsidiary, but that doesn't make you a separate company) and that I should seek assistance in the Leesburg office (for those of you not familiar to the area, Leesburg is roughly fifty miles east).

As time is money, I immediately called Verizon's phone service to see what the issue was.  After several minutes of waiting, I finally connected with one of the customer service reps only to be told...my account was canceled by a local Verizon employee.  No reason listed, just cancelled.  After explaining to the CSR that I did not order a cancellation, I was informed that a Verizon tech would be out the following week to assist.  

Obviously, when you're an internet-based business, this is intolerable.  But, the Verizon CSR insisted, that was the only time that someone could get out there.  In the end, I agreed to this, as it would give me additional time to work on clients' needs (I could at least reach them via my phone) and still set up the office.

The second week came by...with the same result.  Once again, I called Verizon; once again, service was cancelled by techs with no reason listed.  They'd have someone out in a week; furthermore, despite four tests on the line that proved inconclusive, the CSR insisted that the problem was "on my end" and that I'd have to pay for repairs as my account did not have service insurance, something I was never offered.

The third week went by.  Yup, same result.  I called Verizon again, this time with the intent to cancel the service (if I cancelled within 30 days, there would be no charge).  After a long wait, somehow I got shifted to the Spanish-speaking department (while I do speak Spanish, at no time did I oprima numero dos).  After being shuffled back to the English section, I finally was able to get in touch with a CSR who got a manager on the line.

The manager then informed me of something that I'd never encountered before as a businessperson nor as a customer: he admitted that Verizon did not have DSL in my area (the sales division apparently tracks availability via area code instead of actual addresses) and I had been sold a service that they did not offer.  After offering me the opportunity to get dial-up service (for a business just coming off FiOS?  Really?), I happily canceled the order, thinking that to be the end of it.

Five minutes later, I was on the phone with Comcast, who set me up with full services, had an installation tech out the next day.  When we had some minor problems, a quick call fixed the issue in five minutes.  Lastly, as I told the Comcast CSR about my issues with Verizon, she immediately got hold of a manager who managed to give me a discount to the services provided to make up for my earlier problems.  

Meanwhile, Verizon continued to bill me for never received and now non-existent service; it finally took a regional manager to solve the problem.  Meanwhile, "separate company" Verizon Wireless proceeded to make errors in the billing system, resulting in "being overdue" for a bill.  The reason?  The billing was moved over to Verizon (?), causing me not to be able to pay the bill until a call to Verizon again.

Note that this is not to say that Comcast is a savior or Verizon is evil...I moved from Comcast to Verizon's DSL at the old place simply because of how bad the service was, and I've been a Verizon Wireless customer since they were GTE.  In fact, as I write this, I have a mail flyer forwarded by the Post Office from Comcast, who is attempting to convince me why I should switch from FiOS - without realizing that our business is no longer at the old location or that I am a current customer of theirs at the new.  

But this clearly does show why a business of any kind - telecommunication, retail, insurance sales, catering, even your local dog sitter - needs to be consistent in their business, not just in one particular area or location.  In our old location, the service by Comcast was subpar and Verizon's outstanding; here, it's just the opposite.  A neighbor who moved his construction business from Oregon to Winchester complained to me that while his preferred tool wholesaler was outstanding at his old location, the company's local representative was so reprehensible to work with that he soon defected to the competing company...who at the old location he wouldn't give the time of day.  Tales abound on the internet why Company A is great in one city and Company B stinks, but geographically not too far away (maybe miles, maybe just across town) it's the exact opposite.

The end result is that in the time before the internet, a bad company could get away with this.  Even a good company could afford to allow a section to slip.  Not so in this day and age.  Skip consistency, and even if your name is golden to one group, the dross that it is to another could cost you vital customers.  The old saying is true: "one screw up erases a thousand congrats".  That's more true now than ever.