Tag: loyalty bonus

Locked-in Syndrome

  Wikipedia says Locked-in Syndrome is a condition in which a patient: Is aware and awake but cannot move or communicate due to complete paralysis of nearly all voluntary muscles in the body except for the eyes.* This reminds me of modern utility contracts. Today’s suppliers are frantic to lock us down, box us in and wall us off from their competitors. Yet the more they clutch at me, the more I resist and retreat. I’m keen to know what you think of this business practice.   Origin of Species A man came to my door asking to see the back of my latest power bill. He said he could tell how much I’d save by switching providers. I politely declined. On exhausting his training manual list of comebacks, he became miffed. I explained I was happy with my power company, and that I preferred sustainability to saving a few cents per megathing.   All Claire Origin Energy had already given me a free two-year subscription to the magazine of my choice. (Fonnie chose Marie Claire and greatly enjoyed the 24 home-delivered issues.) This offer wasn’t to get my business; I was already with Origin. Nor did I have to lock in to anything. They just wanted to keep me happy. That felt real nice. The deal has long expired, but I’m still with Origin. This is because their website says: Origin’s green energy products have been rated number #1 four years in a row by Green Electricity Watch, an independent ranking website led by the World Wildlife Fund (WWF) and Australian Conservation Foundation (ACF).   Two-Year Stretch At the other end of the spectrum is my internet service provider. (And yes, I deserve everything I get because I’m still with them.) They have an amazing new cable deal: double my current speed and quadruple my download limit for $20 per month less! Readers of this blog will know I’ve been a customer of this mob for around 25 years. If I were going to jump ship, I’d have done it. So I asked if they’d give their silly, rusted-on punter the benefit of the doubt and simply transfer me to the better deal. They said not unless I locked in for two years. How about one year? No.   Other Foot I imagined going to my clients and saying: ‘If you don’t deal with me exclusively, for the next two years, you can jam it, baby!’ I don’t think that’d go down too well. Especially in this climate. So, ironically, the very initiative designed to bring me closer actually repels. What are your views on Locked-in Syndrome? Do you do it to your clients? Have your suppliers done it to you? Is it the best way to be buddies for life? I’m dying to know.   * See The Diving Bell and the Butterfly for a harrowing account.   Paul Hassing, Founder & Senior Writer, The Feisty Empire