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Dear AT&T.. ARE YOU LISTENING?
Posted by Kyle B
on
5/12/2010 03:11:00 PM
in
leadership
Dear AT&T… are you listening?
I am one of the millions of proud customers that enjoys your products. I used to be a proud UVerse customer; and I am a proud iPhone user. I think AT&T has a lot of innovative products and services that nobody else out there is offering. AT&T is a media behemoth doing great work that many of us depend upon daily.
Having said that, I have a BIG question for AT&T that I think could genuinely make or break their future.
ARE YOU LISTENING?
Are you listening to the millions of frustrated iPhone customers who still feel that you are the one holding back the iPhone's potential?
Are you listening to all the cries from people who can't wait for the iPhone to switch to Verizon so they can finally access the few basic services you refuse to offer?
I'm not asking if you can HEAR the complaints. I lead an organization myself. I hear complaints from time to time; and I know that tails shouldn't wag dogs. Leaders need to lead organizations (not consumers). Everyone HEARS complaints. I'm asking if you are actually LISTENING to the heart behind the complaints.
Getting complaints doesn't mean you have to change your policies; but complaints (especially when millions of them are unified) can reveal deeper issues.
Complaints can mean...
1. Something needs to change.
When I am criticized, it hurts; but as a leader, I make it my goal to honestly ask myself the question if there is something that needs to change in my leadership. In many cases, the answer to this question is no. When people want to change something foundational to my vision for our organization, the answer will always be "NO." BUT… in those cases, I try to take time to genuinely LISTEN to my people (church in my case) and show that I care about THEM.
However, complaints can actually reveal that something I'm doing is actually wrong; and I need to change. I am going to propose that in the case of AT&T, something needs to change.
Millions of unified iPhone users have been crying out for basic features:
a. Better service.
b. More affordable rates (i.e. unlimited "everything" plans for $80-$100).
c. Tethering (not for an additional fee).
d. Updates & timelines on when/if these things will be available (communication).
I know that you have HEARD these complaints; but have you genuinely taken the time to LISTEN to heart behind them?
The heart behind these complaints is actually satisfied with your products and services. I bet that's not what you expected to hear. How do I get that? It means that we LOVE the iPhone; and we have a genuine desire to stick with your company because transferring is a pain in butt! Do you know how valuable that is?
The reason the world is so hostile towards AT&T right now might be because…
2. You may not be listening.
The next generation of consumers is smart; and we can tell when someone is not paying attention to us. Social media has become the great equalizer where random people can have more Twitter followers than a giant company (like… AT&T for example).
People are much more likely to follow an individual who actually listens to and responds to their constituents (even if they don't have an actual "product" to sell). AT&T, you are at an advantage to all of us here. You have amazing products and services. You have great marketing. You have one BIG problem.
YOU AREN'T LISTENING.
or maybe...
3. You need to communicate/lead better.
If MILLIONS of people are unified in their cries for these basic features, they aren't the problem. YOU are the problem.
Here's my advice for you. Show us some honesty. Address some of these concerns in a public forum where you don't withhold key information (Q&A). Even if you can't change your policies, show us some vulnerability. Leading with confidence doesn't mean you have to pretend you are perfect. NOBODY is.
Here's the point AT&T… millions of people are crying out...
ARE YOU LISTENING? We are smarter than you think. COMMUNICATE honestly with us. This could make or break your company. Everything is a conversation for the next generation; and you are refusing to participate.
Believe it or not, we want your company to succeed. We don't even mind paying you. We just need a bit more from you.
I'd love for you to leave a comment with your thoughts… you can also email me at Kyle@LoveHopeCity.com.
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I am one of the millions of proud customers that enjoys your products. I used to be a proud UVerse customer; and I am a proud iPhone user. I think AT&T has a lot of innovative products and services that nobody else out there is offering. AT&T is a media behemoth doing great work that many of us depend upon daily.
Having said that, I have a BIG question for AT&T that I think could genuinely make or break their future.
ARE YOU LISTENING?
Are you listening to the millions of frustrated iPhone customers who still feel that you are the one holding back the iPhone's potential?
Are you listening to all the cries from people who can't wait for the iPhone to switch to Verizon so they can finally access the few basic services you refuse to offer?
I'm not asking if you can HEAR the complaints. I lead an organization myself. I hear complaints from time to time; and I know that tails shouldn't wag dogs. Leaders need to lead organizations (not consumers). Everyone HEARS complaints. I'm asking if you are actually LISTENING to the heart behind the complaints.
Getting complaints doesn't mean you have to change your policies; but complaints (especially when millions of them are unified) can reveal deeper issues.
Complaints can mean...
1. Something needs to change.
When I am criticized, it hurts; but as a leader, I make it my goal to honestly ask myself the question if there is something that needs to change in my leadership. In many cases, the answer to this question is no. When people want to change something foundational to my vision for our organization, the answer will always be "NO." BUT… in those cases, I try to take time to genuinely LISTEN to my people (church in my case) and show that I care about THEM.
However, complaints can actually reveal that something I'm doing is actually wrong; and I need to change. I am going to propose that in the case of AT&T, something needs to change.
Millions of unified iPhone users have been crying out for basic features:
a. Better service.
b. More affordable rates (i.e. unlimited "everything" plans for $80-$100).
c. Tethering (not for an additional fee).
d. Updates & timelines on when/if these things will be available (communication).
I know that you have HEARD these complaints; but have you genuinely taken the time to LISTEN to heart behind them?
The heart behind these complaints is actually satisfied with your products and services. I bet that's not what you expected to hear. How do I get that? It means that we LOVE the iPhone; and we have a genuine desire to stick with your company because transferring is a pain in butt! Do you know how valuable that is?
The reason the world is so hostile towards AT&T right now might be because…
2. You may not be listening.
The next generation of consumers is smart; and we can tell when someone is not paying attention to us. Social media has become the great equalizer where random people can have more Twitter followers than a giant company (like… AT&T for example).
People are much more likely to follow an individual who actually listens to and responds to their constituents (even if they don't have an actual "product" to sell). AT&T, you are at an advantage to all of us here. You have amazing products and services. You have great marketing. You have one BIG problem.
YOU AREN'T LISTENING.
or maybe...
3. You need to communicate/lead better.
If MILLIONS of people are unified in their cries for these basic features, they aren't the problem. YOU are the problem.
Here's my advice for you. Show us some honesty. Address some of these concerns in a public forum where you don't withhold key information (Q&A). Even if you can't change your policies, show us some vulnerability. Leading with confidence doesn't mean you have to pretend you are perfect. NOBODY is.
Here's the point AT&T… millions of people are crying out...
ARE YOU LISTENING? We are smarter than you think. COMMUNICATE honestly with us. This could make or break your company. Everything is a conversation for the next generation; and you are refusing to participate.
Believe it or not, we want your company to succeed. We don't even mind paying you. We just need a bit more from you.
I'd love for you to leave a comment with your thoughts… you can also email me at Kyle@LoveHopeCity.com.
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