I made a change in my spending. I’m not spending less. I’m spending differently. It has to do with a credit card. Let me explain.
I’ve used the same card since 1976. My benefit has changed a few times but it’s basically the same account. I’ve been upgraded, it’s a different color and my line of credit has grown. But it’s still the same company.
I used this card for everything. It earns me flight miles. I use it for gas, insurance premiums, groceries, home improvement projects, hotel stays, airline tickets and auto service. If the service provider will accept the card I use it. It makes bill paying easier and I don’t have to depend on the post office for invoices.
Recently, I made a change. A different company came along with an offer I like better. They seem to be more in touch with benefits I’ll take advantage of. I moved most of my recurring charges and all of my retail spending to the new card.
It’s thousands each month. A new company has my business. A longtime provider lost it. They didn’t do anything wrong. They just didn’t do as much as their competitor.
Does this ever happen in our industry? Do we decide “silence is golden?” Do we assume that “it ain’t broke so don’t fix it?” In the process, do we let clients we’re taking care of find better solutions someplace else?
I think we do. I know we do. I’ve watched companies and reps do it to themselves. They’re doing everything they’ve been asked to do. So, they’re doing enough. They don’t need to rock the boat with anything new.
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