Is this any way to treat a customer?
On Saturday, I got cold-called from someone at Fidelity, wanting to let me know that they would be happy to discuss my portfolio strategy, invite me to a seminar, whatever-whatever. (Actually, what I’d really like them to do for me is instantaneously re-set my IRA to where it was a year ago, but that ain’t going to happen.) I detest getting phone calls from someone I don’t know. Especially on a Saturday, which seems to me should be weekend-sacred. Yet I can’t blame Fido for trying. While I’m not a huge client, I’m not a non-zero client, either, and I’ve had accounts with Fidelity for years. I did, however, explain to the person calling that I’d prefer not to be called at home on a weekend, and she perfectly pleasantly said that she understood.
Less than an hour later, I heard my cell-phone’s buzzing vibration go off. By the time I got to it - in a pocketbook in the next room - the caller had given up. No message left, so I decided to call the number back. Lo and behold: it was a general Fidelity number.
Now, if this were the same person who had just called me, I’m a bit shocked that she couldn’t keep it in her head for 60 minutes that the Maureen Rogers who didn’t want to get called on her land-line on a Saturday probably didn’t want to get called on her cell phone, either.
And if it wasn’t the same person, don’t the Saturday cold-callers divvy up the lists so that customers aren’t getting called multiple times?
Either way, this is no way to treat a customer (even one who probably should take them up on their offer to discuss incredibly shrinking portfolio…).
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