I am a loyal customer of your company and its numerous services. I do not have your email address to directly mail this to you. I deem it fit therefore to post it here, hoping that someway, somehow, this letter will get to you.
Congratulations for being the telecom company with most LOYAL but not so enthused customers. I hope it is not to late to wish you so. An African proverb says, the toad does not leap in the daytime for nothing. If it does, it means something is definitely at stake. So is this letter.
Last weekend, your network went off in some parts of the country. One could not make calls, send text or even browse with MTN internet. As I am typing this letter, it is not fully restored. As expected in any human institution, there are hitches and shortcomings. However the way you communicate your problems and difficulties to your LOYAL customers goes a long way to show how serious you are with your business.
As I am talking now, not a single word has been issued from your SO EFFICIENT AND UP TO TASK customer care department or from your corporate affairs department. The lovely part of it is that your customer care line 111 is perhaps the hottest line in the world. The last time I tried calling, it took me a record one hour to get through. Thumbs up for having such a SWAT-like customer care line.
Meanwhile, your Social Media Managers who could have helped, were busy posting about MTN Hitmaker and ‘Comment War’ on your Facebook pages. You have so much respect for your customers such that when through no fault of theirs, they are cut off from your services, you proudly ignore them and work so rigorously on your promotions. You easily forget that these people are the ones who drive in the revenue.
I have heard of one new feature that has been introduced, the MTN Online radio. I seriously think there is an issue of duplication here. If your customer care line 111 can play music to a customer who needs help for over an hour, what use is an online radio again. Your customer care line does it for free, so no one would bother patronizing the online radio where they will be charged.
Sir, simply put, I love the way you go about doing rigorous publicity for your products and services. If there is any network hitch, why do you guys not attach the same zeal and importance to making your customers know why they are facing such difficulties? Have you thought of sending your whole communication team, including personnel of your customer service department for thorough re-orientation or some refresher courses? They are as very useful as a dead lion is to its territory.
I took a cursory tour of your Facebook page and something funny caught my attention. It is configured such that only the administrator can post something there. Irrespective of the excuses or reasons you will give for that, I think it is an indication that you know the kind of ‘awesome’ services you are providing. You therefore fear that should you open your page up, the ‘adulation’ and ‘goodwill’ messages will just be too much for you to handle.
Some words and thoughts are missing from this letter because they are considered as unprintable and maybe ‘untypeable’. However, do not forget that the customer is the most important person in your business and one disgruntled customer can run down your whole business. It might take some time but time itself catches up with everyone.