How To Upsell A Cheapskate

Have you ever pulled up to the drive-thru and before you could get your window down, the employee was asking, "Would you like to try one of our triple decker milkshakes today?!" 

And when you politely say no - and proceed to ask for what you came to get - they finish off by saying, "Is that all? Would you like one of your triple decker milkshakes to complete your order?"

Um. Didn't we already have this conversation??

In the past, these kinds of upsells were only limited to fast food restaurants. Now, almost anywhere you go you'll be hit with a million dollar add-on question. And in most instances, the script the poor clerk has been given to recite is all wrong. 

Why? Because it's a script. It doesn't change. They spit out the deal of the day to every customer they encounter. No matter what the person is buying. 

Office Depot got it right though. I absolutely love that place. Not because they try to milk me for extra cash when I go in to get copies made, but simply because when they do - they push something on me that I actually might need. 

The last time I went in for copies, the manager (yes! their managers really do work and don't just stand around with hand-held talking devices trying to look important) glanced at my press releases and said, "Would you like to see how these would look on colored paper?!" 

Well yes I do...and why didn't I think of that??

He walked me over to their selections, patiently let me look at about six different colors, and then he broke it down as to which colors cost what. Maybe he could look in my eyes and tell I was one of those kinds of people. If you give me too many choices, I can't commit. But when you put a price tag on those options, my ass can make a buying decision quick, fast, and in a hurry!

So why didn't he try to direct my attention to the marked down printers right behind me? Duh. I obviously had a printer of some sort and I didn't come in asking for one. I came in wanting copies. It was his job to make me leave with better copies than I knew I wanted. 

That's how the sales process works. You listen. You identify a need. And then you offer a solution specific to that customer. Not a one-size-fits-all lame attempt to merely increase the number of items sold per transaction. 

Is it hard? Not at all. Is it easier to train inexperienced sales teams to recite a script? Probably so. But we all know that easy and effective are not the same. 

AT&T Penalizes Customers For Saving

While talking to my friend Linda last week, she mentioned she was going to call her home phone provider to have one of her features removed. We both have AT&T. I hadn't called them in a while to see what promotions they were offering, which would in turn lower my bill. Last time I did this I ended up saving 50% on internet service. 

Here's what happened when I called this past weekend:

$17 MONTHLY SAVINGS

Following Linda's lead, I cut back on the feature I no longer needed. In my case, it was long distance. It makes absolutely no sense when I have unlimited calling anywhere in the U.S. on my cell phone. 

My monthly plan went from $47 down to $30. 

There weren't any deals going on with internet service so I couldn't cut that cost, but believe me - I asked!

Here's what else happened:

$9.50 FEE FOR DOWNGRADING

They charged me for saving money. Can you believe that?!

I was penalized for getting rid of a service I didn't need. I don't know if this service fee was applied and explained when Linda changed her plan, but this type of stuff is something we should all be aware of as consumers. 

No matter what's happening with the economy and job market, companies are going to ensure they continue to get paid. One way or another. This is a prime example. 

It didn't cost AT&T one red cent to process the change in my plan. And likewise, had I called to upgrade my service, thus putting more money in their pockets, they would've thanked me for being a loyal customer and sent me on my merry way. 

Eliminating my landline all together isn't an option right now. It's still a necessity. Just because I have to have it, that doesn't mean I want to pay an arm and a leg for it. 

Thanks, AT&T, for the awesome customer experience. 

I owe you. No really. I owe you for this one. 

Judging By How Often I Do It

I've been going to the same hairstylist for the past five years. There have been a few times where I've had one night stands with other stylists. For good reasons. 

When she relocated to Houston for a while, I had to find someone else. And then I ran across a mobile stylist and that seemed like a dream come true. Problem: this person would show up late to Headquarters for my appointments...like really late. Getting my hair done at home was convenient, but not at the expense of my time. 

Ok...so I go get a haircut last week and before I leave, my stylist makes the comment that she won't see me for another six months. The person who works at the station next to her said, "Bye friend...we'll see you in October". 

Let's get something straight. I'm not a "get my hair did every week" kinda woman. 

In the past, yep. That was me. Every week I was sitting my happy ass down in my then-stylist's chair dishing out money like nobody's business. That money didn't include buying the hair! 

Would I do that today? Hell to the no. I value my money AND my time ever so differently. 

Now, I get my hair done when I need it. When it's getting too long and/or the color is fading (it's dyed a dark-dark-brown-almost-black color). The exception: when I have a paid appearance I need to show up to and I want to look the part of a polished professional worth the client/organization's investment. 

Anytime else - I'm in the bathroom doing my own hair. 

Here's the reason I'm bitching about this in the first place: for some reason, my stylist (and her nosey ass booth neighbor!) seem to think I'm a less valuable customer because of the frequency in which I visit the salon. That's so not true. 

One thing they're failing to realize is that I'm a loyal customer. 

The only stylist I get in bed with is Felice. That's it. The mobile stylist chick was giving her a run for her money though...I actually liked Mobile Girl's work and she used really good products on my hair. I just couldn't deal with the unprofessional tardiness. 

Sidenote: lack of professionalism among black hairstylists shall become an entirely different post...just wait. 

Here's what it all boils down to: I don't care if I only buy your product or service once a year - that one time - treat me like you care. 

'We The Customer' have choices. 

'We The Customer' can change our minds at any given moment and choose to do business elsewhere. 

The experience itself could be the reason our purchases are so few and far in between. 

p.s. - I love Felice. She and I have a heartwarmingly dysfunctional relationship. This is by no means an attack on her personally, but intended to shed light on the obstructed mentality some business owners have when it comes to customer appreciation.

Closure: Luxury Car - Low Budget Service

It's been two months since the car saga began. I had no idea it would drag out for this long.

After researching, making phone calls, sending emails that went unanswered, and non-stop documentation, my car is back in my driveway. Working. 

The dealerships involved didn't bet on me taking it this far. Their strategy is to 1) ignore you 2) wear you down. What they didn't realize is that I pick my battles wisely. And then fight until the end. 

We'll demand to speak to a supervisor when we get cold fries in the drive-thru, but when there's a bigger issue - one really worth our time and energy - we'll throw our hands in the air and walk away. This is how corporations win and continue to get away with unethical and unfair business practices. 

I never asked either dealership to repair my car. I only wanted a key to the trunk so I could get the mechanical issue resolved. Jaguar Houston North finally stepped up and did their part, but unfortunately, Austin Jaguar needed a nudge from the executive team at the corporate office. 

So the car that was deemed "too much of a liability and beyond repair" is back on the road again...at Jaguar's expense of course. The knowledge AND resilience I've gained as a result of this experience: priceless. 

Thank you for all of your support throughout this emotionally draining ordeal. I'm even going to shout out the haters who emailed saying, "You're driving a Jag..why are you complaining?" Don't forget - there's a story behind how I got the Jag. Thank you kindly. 

If you feel like a company has done you wrong, you have the right to do something about it. Be relentless in your efforts to get the wrong doing corrected. 

I'm here to help you any way I can. 

Do Your Bill Collectors Pay You?!

Have you ever heard the saying, "There's no such thing as free money"? I have and I'm not sure if I totally agree with that statement. 

Credit card companies have always offered cash-back cards that pay a teeny tiny fraction of what you charged during the year. Sometimes these deals come with a hefty interest rate attached to them.  It's not uncommon now to see debit cards offering the same kind of benefits.

My buddy FICO seems to think we need to rebuild our relationship before he signs off on a new credit card for me. No problem. I've always preferred cash. 

I just prefer to have a little bit more of it these days...

But what if you could get cash back for the stuff you really need? You know, those necessary incidentals you can't live without. Like electricity.

You're looking at an example of said program. 

Yep. For the second year in a row, my electric provider  has rewarded my expenditures. Last year it was a Visa® debit card for $50 (I went straight to MAC and bought some foundation...probably spent the rest on necklaces and/or earrings!). 

This time around it was $81.16 (I was in desperate need of a power cord for my laptop...The Girl and I had been sharing hers for months and frankly, I was tired of the dirty looks every time I asked to use it).

Oh - that reminds me. I got an Aluratek universal power cord from Fry's. Trying to decide which one to buy was a pain. So many choices and mixed reviews. I went with Aluratek because once I got to the store, out of all the brands I researched, it was the only one that hadn't been restocked due to returns. If nobody's bringing it back - it must work. I haven't had any problems with thus far.

One last thing about the power cord. It was actually cheaper at Wal-Mart, but they only sold it online. Fry's matched Wal-Mart's price so I saved $10. May as well stretch this free money as far as it'll go! 

I had $27.05 left on the card. After the gawd awful experience with the car dealership, I deserve these. So I got em:

images courtesy of target.com

I don't know what excites me more...free money or the free shopping sprees that come with!

Reading this hasn't been a total waste of time. Let me sum it up for you:

• read your mail: I still get all of mine the old fashion way - in my hard copy mailbox. There's something about holding the "Special Offer For Preferred Customers" in my hands and being able to read the fine print.
• ask for the money: Just because a business doesn't promote a loyalty reward program, that doesn't mean they don't have one. It may not be in the form of cash-back to spend at your leisure, but if you can get a credit on your bill it's definitely worth it. 
• money doesn't grow on trees: Believe me. I've searched high and low for one bearing such fruit. Even if the money is free, don't be frivolous. Comparison shop, grab your coupons, and spend wisely. 

Luxury Car - Low Budget Service

On January 30, 2012, something happened to my car. The battery died while parked and when I had the battery and alternator tested, both checked out fine. Luckily, it stalled right across the street from a repair shop where I've had work done on it before and the technician was kind enough to give me a boost.

Fast forward to today. My car has been inoperable in my driveway for three weeks now. 

This video explains why:

I can't fathom in today's technologically advanced world that the dealership can't offer any help. Wait a minute. The general manager would actually have to call back first. My bad.

Please don't allow any company to treat you this way! Hold them accountable. Make your voice heard.

Would you mind sharing this to help me get the word out?! This type of neglect has to stop.

Oh...and another thing: my next car will be a Chrysler.

**3/1 UPDATE**

Thanks to everyone who took the time to read and share this and then inquire about the status of the situation. 

After sending the above video to Jaguar's VP of Communications and Public Affairs and other corporate team members, I received a call from AJ, the GM at the Houston dealership within a couple of hours. Does leaving, "Donna you will have to answer your phone if you'd like to talk to me", on someone's voicemail sound like someone eager to help?! Sorry dude, but I don't talk on the phone while driving.

AJ said he had logged where he tried called me 17 times. I told him that was a flat out lie and asked how many messages he left. He said none - he doesn't leave messages. Wow.

Here's the deal: the Austin dealership is now involved and that process resulted in me filing a formal complaint with Jaguar. Why?! The service technician guaranteed he could fix the electrical problem in one hour at a labor rate of $125. When the car was towed (at Houston Jaguar's expense) to the Austin dealership, I received a call the next day telling me repairs to my car's electrical system would exceed the value of my car. Sorry, but that's not what the service tech said. 

I just hung up with the customer relations rep who took my complaint and she basically called to reiterate the same thing. She stated the service manager apologized for his tech giving me misinformation. 

NEXT STEPS: I'm escalating this case to the executive team at Jaguar headquarters. I refuse to go down without a fight. 

How Best Buy Blew It

When I started jotting down notes for this post, they were all positive. That was the intention then. Due to circumstances beyond my control, the story that's about to unfold is down right shameful.

On October 19, 2011, I ordered a Dell ink cartridge online from BestBuy.com. I was all excited because you get a 20% discount by ordering online on Wednesdays. The cartridge was regularly $23.99 and after the discount it came out to $19.19 (total with tax is $20.77).

I opted to pick it up in the store instead of having it shipped to Headquarters. The shipping timeframe was between 10/25 - 10/29. It would be available for pick up on 10/27 - a specific date.

Or so I thought.

On 10/27, the shipping date, I got an email saying the order had been delayed. An exact reason wasn't given, but the email said I'd receive another email when the order had been shipped.

Fast forward to November 17, 2011:

I've YET to receive said email and I don't have a damn clue as to where my ink cartridge is. And guess what?! Best Buy don't know where it is either!

I have to be honest and tell you with all the fractured tibia drama going on in my life, this ink cartridge was way down on my priority list. I refuse to let October the Devil infiltrate my November.

On 11/2 I called Best Buy customer service. I have to give them some credit for having zero hold time and a painless automated system. However, when the rep came on the line, it was all downhill from there.

She (typically I would've gotten her name, but it was irrelevant) basically said:

• the warehouse had requested shipping (wonderful! now tell me something I don't know)
• the item was shipped to the store, but she didn't know on what date. (really?! really?!) when I expressed my frustration she then backtracked and said the weather was making 'the system' slow and if I had time to wait she'd look for it. I was placed on hold while she had someone else look for the mystery shipping date. It took at least 5 minutes for her to come back and tell me the supervisor couldn't give me a shipping date. (no - I didn't ask to speak with the supervisor because I'm totally convinced EVERYBODY is mild-to-moderately incompetent.)
• due to having issues with 'the system' she couldn't even get to the reason why the shipment was delayed.
• I'd have to contact the store to see if it's there OR wait on the email.

After being on the phone for 21 minutes I hung up with nothing. No answers. No ink cartridge.

On 11/17 I went to the Best Buy store where the item was to have been shipped. In a nutshell, I was told the exact same thing by the clerk and his manager. Nothing.

The manager informed me I could call customer service and get a refund.

Shut your mouth wide open! Like, that's an option?! I'm so grateful!

I couldn't help but wonder if Best Buy would have the same attitude if the missing item in question was this:

image courtesy of BestBuy.com

Sale:

$3,299.98

Reg. Price:

$3,799.98

Why would anyone trust them with a major purchase if they can't keep track of a $20 ink box?!

* * * * * * * * * *

I want my ink cartridge.

I want an explanation. One that makes sense.

Mobile Phone Geeks: Cell Phone Contract Alternative

As much as I love social media and being online, I don't consider myself to be a super technologically advanced person. I can do without all the latest gadgets and you won't find me at the center of any groundbreaking advancements. 

Remember. I'm the person who just cut the cords from my desktop last summer and moved into the laptop generation.

Having said all that, you shouldn't be surprised I didn't have web service on my mobile phone. Until now.

I had a two year old smart phone that was web capable, but I didn't feel the need to be connected at all times. Texting 24/7 was more than enough for me.

My phone recently died and I decided it was time for me to get with the program. I was going to invest in a quality phone and web plan. After all, I am a blogger...I need to be able to throw up a post from anywhere!

No matter how much the thought of tweeting in public excited me, I WAS NOT entering into another contract with T-Mobile®. Not for a phone, not for a plan, not for nothing.

I had one option and one option only. Head down to Mobile Phone Geeks.

I have to confess I wouldn't have known they existed had it not been for The Girl. You see, when she went behind my back last year and bought an iPhone off of eBay, she researched ahead of time to find out where to take it to get it jailbroken or whatever you call it. 

Not only do the Geeks sell new and refurbished phones, they repair em too. Just ask The Girl. She's had at least two cracked screens and one "it needs a new LCD" experiences (at her own expense of course).

The thought of getting a refurbished phone didn't bother me one bit. Why should it?! When my Behold from T-Mobile® broke within days of receiving it, the handset protection aka insurance rip-off covered me. They shipped a brand new pre-owned model to my front door...and continued to bill me monthly for the original brand new one that resulted in a two-year contract and endless phone calls to customer service.

This is not a scenario I ever want to repeat. 

I was actually able to test drive two different phones before deciding which one I'd take home. What cell phone retailer lets you do that?! I was able to put the phones to use to see which one would be best for what I'd be using it for.

If there's a PhD in cell phones, Mobile Phone Geeks has earned it. 

They have several locations throughout central Texas and you can chat with them in person seven days a week. Always personable, knowledgeable, and willing to go the extra mile to get you taken care of.

Out of state? No problem! They offer mail-in repair service.

I haven't written my first mobile blog post yet, but thanks to Mobile Phone Geeks, you can find me tweeting and updating my Facebook status from this beauty:

T-Mobile® myTouch® 4G. photo courtesy of tmobile.com

How did I survive being in the "there's an app for that!" dark ages all this time?

Disclosure: My relationship with Mobile Phone Geeks began long before this sponsored post. As such, the above opinions are expressly my own.

Victoria's Secret: Customer Experience and Word-of-Mouth

Saturday I hung out with my BFF Chris and two of her friends at happy hour. This looks like it has the potential to become a regular monthly routine.

I'm sure the good folks over at Kona Grill in The Domain don't mind as long as we're throwing back margaritas, wine, and every appetizer on the reduced price happy hour menu.

When it was time to go, Chris announced she had to head over to the Apple store. Perfect. We could walk together since I had to stop in Victoria's Secret which is before you get to Apple. As we were walking, I told her I was redeeming my free panties coupon. Chris being the saver she is wanted to know how I got it.

They mailed it to me. Somehow I'm on their list. Baffles me since I never shop there. Other than using my annual free panty coupon. I did buy a bra in Vegas, so maybe I gave them my mailing address at that time. No, that can't be the case because before I even went to Vegas I was receiving their catalogs in the mail. The ones with real clothes that you wear on top of their thongs, bras, and panties.

That reminds me. I haven't received one in ages. Not that I bought anything anyway, but I really liked looking at the pictures. Not of the women in thongs, bras, and panties. But of the clothes they wore over them.

We walked in on the Pink side of the store. Two employees were standing in the doorway leading to the un-Pink side. They didn't miss a beat with their conversation which had to have been personal because when I said excuse me so we could pass through, they looked up and said, "that's ok...", and kept talking.

Maybe there's a rule that employees working on the Pink side can't greet folks who are going to the un-Pink side.

I found a young lady and told her I was looking for hipsters. She led me back to the Pink side, rattled off something about the sizes on top and others in the drawers and then she left. Chris commented that she'd spoken so fast she didn't understand a word she said. Obviously, I didn't either because I started looking around for someone else to help me. 

This time I tell the employee - a different one from "Speed Talker" - that I had a coupon for free panties. She asked to see it and took me back to the un-Pink side. Turns out my coupon wasn't for hipsters. It was for hiphuggers. My bad.

She pointed to at least three different tables and pretty much said, "help yourself", and proceeded to walk off.

Not so fast Missy...I have a question. I didn't say that, but I was thinking it. As she tried to scurry past me, I asked another question. She answered and started to walk away again. 

Ok...was Hurricane Irene scheduled to make landfall in the bustier section and she was in charge of evacuations?

Oh - I forgot this part. In between answering on the run, she did manage to ask if I also had the other coupon to get $10 off. Turns out, she's a master at the upsell but lacks basic customer service skills.

Do you honestly think I want to give you my money when you can't even give me your time?!

Me: Um...do you have better things to do other than help me?!

Her: Oh...no, I didn't know you had more questions.

Me: You can't know if you walk away before I can even ask!

Her: Oh..I'm sorry. It's just that I have to get back to the register. 

Please enter into evidence Exhibit A. Exhibit A is the register. There are already three people behind the counter and NO ONE IN LINE!!

At some point during this fiasco, Chris leaves. When I get to my computer, I have a Facebook post on my wall telling me to look at her status update.

Please enter into evidence Exhibit B. Exhibit B is an example of the kind of word-of-mouth you don't want for your company:

Just watched Donna give the customer service smack DOWN in Victoria's Secret!! Don't mess with the lady, friends!

Please. Treat me like I matter even if  I'm only coming in to buy free panties.

photo: Steve Rhodes

You're Fired

About three weeks ago I reached out to a local PR firm. I was referred by a fellow blogger and was thrilled with the results they'd gotten her. Plus, I like to do local business whenever possible.

Within minutes of sending an email to inquire about an initial consultation, I got an immediate response letting me know it was free and would entail finding out about my goals and discussing the media opportunities I've managed to secure on my own.

Things were off to a great start. Seemed like it was gonna be a good fit.

I told him to let me know a time/date convenient for him so we could get together.

UPDATE: I've not heard a word since then.

The part of me that sometimes reads too much into things assumed he saw this and concluded I couldn't afford him.

Memo to Potential-Almost PR Rep: Please know this isn't the case at all. I had no intentions of getting your services for free or bartaring or anything of the sort. I appreciate you posting your hourly rate on your website, and as such, I was prepared to pay you accordingly. Since it took you so long to get back with me, I'm no longer interested in working with you UNLESS you had a life or death situation that prevented you from following up. It's business. Not personal.

The position shall remain open until filled. If you know someone who may be interested, feel free to send em my way. Serious candidates only.

Thank you Kindly,

Management.

photo: lawgeek

Judging a Business by its Prize

Last week I had the privilege of attending a women's health and fashion gala. The event planners did a great job of producing a 5-star event. Before the fashion show started I mingled and visited different vendors, tasted desserts, and took photos.

The ladies at a medspa-type booth got my attention when I passed by inviting me to participate in their giveaway. You could spin the wheel and win whatever prize you landed on. Prizes included mini-microdermabrasions, mini-facials, and a few other things. I had my eyes set on winning a microderm, but wanted to know what a "mini" one consisted of.

When I asked the owner, she couldn't really give a thorough explanation and basically stated it wasn't a full microderm, but I could purchase the complete service for an additional $35. She was able to articulate that the mini-facial only consisted of a cleansing.

The pressure was on so I gave the wheel a good spin. Low and behold it landed on, "Take Your Pick".

Yep - I could choose any prize I wanted.

I chose the mini-microderm, got my coupon card, and told the owner I'd be in touch to schedule my appointment. A member of her staff informed me with excitement that for a limited time, I could receive 50% off all services.

PRIZES DO MATTER

The above photo was taken to promote a Hardee's Restaurant $10,000 winner. Congratulations Jacob! Let's imagine for a second that Jacob had no idea what he was winning - he just knew he'd won something from his favorite fast food joint. What do you think would happen if he found out he won 1/2 of a free sandwich? How enthused would you be if you were the grand prize winner of:

• 1/2 a pizza
• one shoe from your favorite shoe store
• 1/2 a haircut
• a 12 hour stay at a resort hotel
• 3 rides at a national amusement park
• 30 minute private screening of a new movie

But what if you had the option of purchasing the entire whatever for an additional fee? Like, what good would one left shoe really do unless you bought the right one? Is it still a giveaway in this case?

NO FACE VALUE - LITERALLY

Once the excitement died down and I had some time to think about the true value of my prize, I decided not to book the appointment. Why? It just wasn't worth it to me. I already have an aesthetician that I love and the business owner did a poor job of selling me on the benefits of visiting her spa. Did I mention that at no point did anyone collect my contact information to follow up with me? Another missed opportunity. The entire experience was sub-par in my opinion. You lure me over to your table with the hopes of winning something worthwhile and before we even establish any kind of a relationship you upsell me. That's the kind of thing you expect from a fly-by-night car dealership.

GIVE SOMETHING GOOD OR DON'T GIVE AT ALL

This statement alone serves as the moral of the story. When thinking about ways to reward your customers, ask yourself if it's something you would like to be on the receiving end of. If the answer is no, more than likely your clients or potential clients feel the same way. Instead of gifting 10 low budget prizes, opt to give away 3 really valuable ones. Put a deadline on when the prize has to be redeemed. Collect the winner's information so you can follow up 1) to send a reminder 2) to have a conversation and find out why they chose not to redeem the prize. This will give you much needed insight to continue on with that particular giveaway or make the necessary adjustments so that future prizes have more value.

Would you have gone ahead and gotten your mini service? Why or why not? Share your thoughts with me.

Photo credit: hardees

How I Saved 50% on Internet Service

Back in October I tweeted that I'd called my internet provider, AT&T, and that one phone call saved me about $15.00 per month on my internet service. A month or so prior, I'd given them a call and got my home phone bill reduced too. I've done this with my cable and cell phone bills as well.

With everyone focusing on saving and getting out of debt in the new year, I wanted to share some easy steps you can take to reduce your monthly expenses.

Just about every service provider has a Customer Retention department or something equivalent. If you don't know the name of the specific department, just tell the customer service rep you're thinking about switching providers and they'll get you over to the right people ASAP.

Before you call, research a competitor that's offering compatible services at a lower rate than you're paying with your existing provider. I used this strategy when dealing with Tmobile to get my cell phone bill reduced. I went online and compared two different companies that had similar rate plans. This signals to your company that you're serious and are ready to drop them immediately if they aren't willing to work with you to lower your bill.

Ask the rep how long you've been a loyal customer. Don't leave out the word loyal. Although you know good and well how long you've been with them, this puts the attention on them to acknowledge the fact that you've chosen to do business with them for X number of years. Note: It doesn't hurt if you throw this in for good measure, "As a consumer, I have choices and I've chosen to do business with you for 5 years." This is exactly what I did with AT&T.

More than likely, the rep will come back with something along the lines of the lower advertised rates only apply to new customers and not existing customers. I love it when they say this! This is when you ask one simple question, "So you're saying I can't save money because I've chosen to remain a loyal customer for 5 years? If so, please tell me why I should remain your customer." You want to reinforce the fact that you're already a paying customer and have been for a long time. Oh - and when you ask why you should remain their customer, expect a brief moment of silence as the rep tries to gather his/her thoughts.

Set aside a few hours one day before the end of this month and make the phone calls. Some companies will be more cooperative than others, but don't back down. If they flat out refuse to work with you, be prepared to make a decision to stay or move to another company. In my case, I was genuinely prepared to switch residential phone services. Although I wouldn't have saved much, I could've bundled my home phone and internet with my cable provider...whom I've also been loyal to for about 5 years.

Which company are you going to call first? I suggest starting with the one that could save you the most money. Let me know how it went and how much you saved.

Photo credit: theantibride