The Positive Power of Competition

I left my mobile telephone in a taxi and went sheepishly to buy a replacement. The people at the telephone company were patient as I selected a new mobile phone.

One week later I realized I had chosen a new model a bit too big for my liking. I tried to sell my (almost new) phone at a steep discount to someone else, but found no one eager to buy.

I called the telephone company to ask where people go to sell their mobile phones. The staff quickly offered to take back the (almost new) telephone and replace it with another model. I was amazed.

I was even more amazed by the service at the counter. The staff took back my (almost new) phone, batteries, charger and carrying case at full price value. They worked with me patiently for 40 minutes evaluating other phones of smaller size. Then they calculated that they still owed me $14 in the exchange. (I bought an extra battery to even things up.)

The phone company wasn’t always this way.

Then I recalled the recent arrival of a feisty competitor on the scene. To stay in business, the telephone company must keep customers happy. That means doing things differently and better than before.