Do All Cable Companies Provide The Worst Service?


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I have to admit that when I contact a cable company, my expectations for easy, good service are low. I am frequently on hold for long periods, technicians rarely show up on schedule and if there is a problem, I know I will most likely need to call the company at least three times until someone can resolve the issue. That’s not a revelation!

During the month of July, our family took a vacation in Brevard, North Carolina. For those of you who are not familiar with the area, this small town is about 20 miles from Asheville, in the beautiful Blue Ridge Mountains and the home to the world-renowned Brevard Music Center. We rented a house and it did not have Internet service so we contacted the local cable company, Comporium, to find out about our options. Diane, who answered our call, in the Comporium office, was so welcoming and concerned; she made us feel confident that she could help us from the second she picked up the phone. She explained how we would be billed, what equipment we would need to pick up, and to call her personally with any questions. She gave us her direct line.

The following day when I took my wife to the Comporium office, she asked for Diane who was so happy to meet her. Yes, the representative from the cable company who assisted us over the phone was the same one who helped us in person. Diane was our primary and only contact. We had difficulty connecting the router and Diane walked us through the process – problem solved.

I know it may not be possible, but if all cable companies were able to emulate the service model of Comporium, I can guarantee that cable companies would no longer have a bad name.

Have you had any positive experiences with your cable company?

Republished with author's permission from original post.

Richard Shapiro
Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business was released February, 2016.


  1. Dear Mr. Shapiro, Thank you so much for that great article. I was so humbled to be recognized about something that I do. I have been here over 30 years and never had this kind of recognition. I have received flowers, candy, and gift cards, and very kind letters & cards over the years, but nothing to this magnitude. It was an honour to be featured. And it was a pleasure helping your family for their vacation.

    Thank you,


  2. Diane, It was such a pleasure to receive your response to my blog. I’m certainly not surprised that so many of your customers have thanked you, too. Looking forward to seeing you next summer! Have a great holiday weekend. Richard


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