Researching company executive contacts can be a thankless job.
I know because for many years, before I connected with a group of incredible volunteer researchers, I did it alone. Every day I’d carve out a half hour or more to research the names, numbers and emails of the managers in charge of customer service.
And our executive contacts just sat online, drawing occasional complaints from outed company executives (“Remove my cell phone number immediately“!) and entitled consumers (“The email address bounced! Give me a working one now!”)
So when I heard from Mary Graham about her recent run-in with Comcast, and the resolution — it was titled “It is resolved!” — it really made everything worthwhile. As a benefit, it also made the day of our entire research team.
I’m sharing Graham’s story with you today because one of our core missions is self-empowerment. We want to give you the resources to fight and win your own battles. It may not be glamorous and we won’t make millions doing it, but by golly, we will have done something good for the world. (If you’d like to know what that feels like, keep reading. I’ll have the altar call at the end, my brothers and sisters.)
Comcast recently sent Graham an email saying she needed to “upgrade” her modem, which wouldn’t cost anything.
“When I got my monthly bill there was a $9.98 shipping charge for sending it to me,” she says. “Nowhere in the initial email was this charge mentioned.”
Graham is a regular reader of this site, so she knew what to do next. She headed to our company contact page for Comcast.
“I forwarded the first email along with your recommended ‘keep it mannerly, short and sweet, and tell them what you want them to do’ comments,” she says. “I was prepared to follow the chain, as you recommend.”
Turns out she didn’t have to. Comcast promptly credited her account for the bogus billing.
“I know it’s a small amount but I get a bee in my bonnet and follow these sorts of things to the end,” she says. “I do believe they were trying to sneak that charge in, hoping we’d just pay it without question, as many people do. They never did explain, just that they would remove it.”
Graham says she’s grateful for the little things, like the fully up-to-date Comcast contacts, which yielded a quick and painless result.
Well, you are very welcome.
Those names and numbers look deceptively simple. To the uneducated eye, they might seem like the work of someone with intermediate Google fu skills.
But looks can be deceiving. No sooner do we post an executive’s name than the emails and phone numbers change. Emails bounce. Phone lines get disconnected.
Comcast’s executives seem to not want to hear from people like you. That makes us try even harder.
Point is, Comcast is a slippery one. Our team, led by research director Trent Bonsall, is always updating its page. Often, we rely on insiders and customers to send us the right information. (Would you believe there are Comcast employees who think their executives should answer to customers? Who would have thought?)
What does all of this mean to you? First, I hope you’ll use the list, because that’s why it’s here. Seriously, the more you use it, the better customer service will get. Indeed, the better your customer experience will be.
Second, these managers have no right to hide in their executive offices. I remember a representative for a large car rental agency telling me her CEO wasn’t in a “customer-facing” position. Oh, really? Maybe that’s the problem.
Executives may have a fiduciary duty to their shareholders, but they have a moral duty to their customers — specifically, to face their customers. All of their employees, from the top down, are in customer-facing positions. Period.
Finally, you may be wondering how all of this affects you. Yep, here comes the altar call. If you’ve benefitted from the contacts on our list and you want to pay it forward, you’ve come to the right post today. Every day, our research team goes after these executives. We show no mercy. We find corporate email addresses, personal email addresses, cell phone numbers, fax numbers, mailing addresses and PO Boxes. We leave no stone unturned.
It’s fun, it’s often exciting, and it is literally changing the world. Why would you get involved? That’s the wrong question. Why wouldn’t you want to get involved?
Ready to join our researchers? Let me know. Here’s my email address.