With Rogers acquiring Shaw recently this made me think of that topic I talked about the other day on whether or not a business should make an announcement to its customers about the change as many will fear this would mean existing customers will have their plans changed immediately as an example. That isn’t the case usually and so it was interesting to see how Rogers handled it. This was the message I received as a Shaw customer:
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Dear Alan,
Rogers and Shaw are now one company and we want to welcome you to Rogers!
To start, thank you for your business. It is an honour to serve you. Please know we will work hard to earn your loyalty and deliver innovative services you can rely on.
While there are no immediate changes to your account, here’s what you can expect from us:
More coverage in more places
Through our five-year investment commitment, more homes and businesses will be connected with faster, fibre-powered Internet. More communities will be upgraded with ultra-fast 5G coverage. And more rural, remote and Indigenous communities will be connected with wireless and high-speed Internet networks.
Affordable services
Reliable and affordable services are vital for all Canadians. Connected for Success, our low cost high-speed Internet and wireless programs, will expand to reach 2.5 million eligible Canadians.
Stronger communities
Your local communities will also benefit through investments in charities including the YMCA, Big Brothers Big Sisters and Junior Achievement to name a few. We will continue to sponsor the Shaw Charity Classic, helping children’s charities across Alberta. We will also continue to work with local communities in BC, including our recent support for the BC Search and Rescue Association to assist communities in need.
Exciting updates to come
We look forward to sharing more with you in the coming weeks and months. For now, your account and billing information remain the same. If you would like more information, please visit About.Rogers.com/Shaw.
Thank you again for your business. We look forward to serving you.
Sincerely,
Tony Staffieri
President & CEO, Rogers Communications
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As you can see, it mostly talked about how they could offer bigger and better things for the most part. As well, they specifically say how accounts won’t have any immediate changes. That doesn’t rule out how things may change of course. But business wise I think it’s an appropriate thing to do in order to ease any fears of having to change companies right away as a customer if you end up losing a great retention plan as an example.