Back to current day for a bit.
I called Starhub. Because lately I’ve been getting a lot of these bill overdue notices, when I’ve sent in all the reply stubs with required credit card information.
Being a hubber, as they like to refer to customers who use their TV, mobile and fixed line services, I wanted to start on a clean slate.
I called their customer service line and told them I wanted to pay for everything.
But I could not.
I was informed that they can only accept one payment for one bill at one time.
“So I have to call later to pay another bill?”
“Maybe another few days, because it takes 3-4 days to clear.”
“So for every single bill I pay, I have to make a separate call for each one?”
“Yes. This is why we do not recommend you call to pay.”
Ohhh. I paused. A pregnant pause. But I could not let this go.
“Do you know how ridiculous that sounds? It’s like going to a shop and picking out a blouse and a skirt. When I go to pay, the cashier tells me, “Sorry, you can only buy the blouse today. If you want the skirt, come tomorrow.””
” I can try to make both payments for you and if one is rejected, I’ll give you a call.”
“Fine,” I said.
“Do you want to pay for the previous bill or the current bill?”
That was it.
“You know what? It’s okay. I’ll just tear out the stub and send my credit card information in.”
Maybe Starhub is doing too well. It confounds me how their customer service would not want to collect payment in full when the customer has credit card in hand and wants to pay.
Cashflow is everything. Business know that you collect the money first, because people will wait to collect their goods after they’ve paid. There’s no turning back. If they have the goods and they have to wait in line just to pay, it’s easy for them to give up on lining up, chuck the stuff and walk away.
The occasions a person is willing to wait in line to pay with goods in hand are for a good bargain that’s too hard to miss, a last minute birthday gift, or Christmas.
McDonald’s. Pay first.
Amazon. Pay first.
If the customer doesn’t have to pay first, then when they are willing to pay, collect as much payment as you can.
That, is how to do business.