Inducements to Stay - One for the Reps

backfoot

Another worrying report regarding British Gas.

https://forums.moneysavingexpert.com/discussion/4306233

Terrylw1

backfoot wrote: »

Another worrying report regarding British Gas.

https://forums.moneysavingexpert.com/discussion/4306233

Yes, that one shows this has been going on longer and that it is much higher now.
It also shows that they do somehow record the offer, probably via an account note or system marker, but they will not check properly and back out despite the agreement.

backfoot

davidgmmafan wrote: »

I suspect the answer would be something like these inducements are only offered to people on the standard tariff which usually isn't the cheapest. However in this new world of 'simplified' tariffs that doesn't stack up anymore.

My own concern about this sort of thing (which seems to crop up a lot less recently) is to do with bungling retentions agents promising a certain payment per month based on discounts which unravels in 6-12 months time when the customer gets an accurate bill...

That being said I really don't see a way for companies to promote new deals to existing customers. Are there any examples where this happens in other businesses?

I'm not saying its right just trying to look at if from their point of view. I can see why companies have retentions teams, I can't see why (just from a numbers point of view) they would have a sort of pre retentions pro actively contacting existing customers to charge them less.

I know that is what customers want here an elsewhere but why would a company do that? There would be some benefit in terms of costing less to retain customers, but the overheads would outweigh that I would guess.

Sorry, I missed this excellent post earlier.

As I understand it BG do have targetted inducements to offer both in the retentions area but also in dealing with complaining customers.(although if you complain to much then your grading falls. I would be in lowest category..:rotfl:)

Those inducements depend on how much profit they are making from you.

So, if the Regulator is asleep, or someone is of the view, that this is all properly monitored and recorded and no misselling occurs, then other BG customers should start asking for their share.

Martin did a piece recently on bartering with Companies.e.g. phone up Sky, say your leaving and they put you on a cheaper deal via their retentions team.

For energy, not a good idea in my view, but in the absence of any clear rules, then customers should get what they can. Perhaps Martin could run a collective approach for BG customers.

Or they could just reduce their prices and forget all this. Certainly there will be less profit in the previously exploited customers under the new Govt.proposals, so they may have to rethink the levels of these give aways.