AT&T to 'lifelong customer:' Shut up, talk to the lawyers

16.10.2015
You don't need an MBA to know that in business, few things are more important than listening to your customers. So it's surprising that AT&T CEO Randall Stephenson, who earned an MBA from the University of Oklahoma, told a customer that AT&T isn't at all interested in his suggestions. Ever. In fact, if you send Stephenson an unsolicited suggestion, you'll get a similar response from his lawyers.

Sounds crazy, but it's true.

Alfred Valrie, a resident of the Southern California town of El Sereno, had a couple of good ideas he thought he'd share with AT&T. A self-described lifelong AT&T customer, Valrie dropped a note to Stephenson:

You'd think an executive would be pleased as punch to get such a civilized note from a customer. Not Stephenson.

He referred Valrie's email to AT&T's legal department, which, according to a column in The Los Angeles Times, sent a response that read like this:

The letter was signed by Thomas A. Restaino, AT&T's chief intellectual property counsel. When LA Times columnist David Lazarus asked AT&T why it won't listen to customers, he got the following response:

That is, of course, mind boggling.

When word of AT&T's behavior got out, T-Mobile's hyper-combative CEO John Legere jumped into the act. Legere had his team create an email address, IdeasforRandall@t-mobile.com, that collects ideas for AT&T services and sends the best ones on to Stephenson. The Twitter hashtag #IdeasforRandall is also being used to harvest ideas.

"It absolutely amazes me that Randall would tell a lifelong customer to basically go away and talk to my lawyers," Legere said in a statement. "I interact with customers on a daily basis so I can hear their ideas firsthand. It's called living in the 21st century."

I sometimes find Legere to be a bit ... bumptious. But this time he's right. As for Stephenson, I think he should have to forfeit that MBA.

(www.cio.com)

Bill Snyder

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