Sunday, April 18, 2010
Could the times be changing ?
Well, it's been a very interesting couple of weeks, culminating in my taking a call from David Thodey, the CEO of Telstra. He called in response to my recent complaints and also this blog, to express his frustration at the issues that lead to customers being as disgruntled as I have become. I've always wondered how there could be a disconnect between management and the various departments that have mistreated me in various ways over the years, because I'm sure no-one set out to create Telstra operating the way it has for me. Nevertheless, it was definitely an eye opener that the CEO takes such complaints seriously enough to call me to discuss them. I've had several other follow up calls from support people to make sure that various issues I've raised in this blog have been resolved. Might this be the start of a brand new day ? I certainly hope so. I don't think Telstra's problems are going to be fixed overnight, but I'm certainly convinced by the events of the past few weeks that the people at the top are aware of the issues, and are focused on resolving them. I've had several people call me to say 'the proof of the pudding is in the eating', these have been people telling me they know they have work to do, not people offering platitudes, and that gives me a lot of hope. Telstra was once something we all owned and took pride in. Nothing would make me happier than for it to be viewed that way again, by both clients and shareholders.