Dear Comcast: How You Could Earn Back My Business

Below is the text of an email I sent this afternoon to a local Comcast Sales Executive. Unbeknownst to him, he was getting me on a loquacious and socially responsible sort of day. 

Dear Mr. X,

Today you stopped by my place on Robertson Avenue to ask why I don’t use Comcast. I was certainly honest which I feel is the best policy but can understand the difficulty of listening to someone say negative things about your employer or company. You were polite and kind and I thank you for that.

When I give feedback I usually try to come up with some positive directions for the future. And because I sense that you have some influence, at least locally, I would like to add something to my response.

First, I don’t think large companies are inherently bad. But I think that the larger the company, the greater the social responsibility to the world and community. I would be impressed and likely to consider returning to Comcast if I were to learn of:

– meaningful (large) donations to local charity or non-profits, or  even other countries in need of services. We are such a rich nation and Comcast is an extremely wealthy company. Is it possible for some of their profits (or more than are currently spread around) to be distributed to those in need?

– more flexibility to personalize and customize packages. i don’t watch television – for me most programs are psychologically toxic – and don’t want to pay for it. but the best deals on internet require a TV package. this seems unfair.

– an explanation of what the costs are for in my monthly bill. to the level of detail such as, how much is going to the CEOs salary, how much is going to the servicemen and women and dedicated local staff such as yourself, how much is going to tech maintenance. I don’t want to say “internet is too expensive” without knowing for sure how much it costs. but i’m not interested in putting money in the pocket of the Comcast CEOs either.

For the record, I don’t think CenturyLink is that great, and may have a worse record in some areas than Comcast. I really haven’t done my homework. But for me, it was a choice of the lesser of two evils.

I thank you again for tolerating my candidness. I honestly hope I’ve reached you on a personal level -beyond the level that I’m a potential customer and you’re an employee of Comcast. I believe we’re here in this world to help each other and I believe honesty and generosity are important parts of that.

Bottom line is, I think large corporations, like Comcast and many others, could do more to add to the good in the world than they are currently doing. And as their representative, I entrust you with communicating this up the chain, with the hope that it reaches a CEO somewhere with a big heart.

All the best,

Claire

 

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