The Cost of Loyalty

Last week while researching on the internet, an advertisement for a new TV streaming service surfaced; the service was created by a popular entity. Curious, I clicked on the ad.  I had been contemplating for several years to discontinue my satellite service because I was watching less TV, viewing only a handful of channels, and using a different streaming service to watch movies.

My introductory satellite fee had long passed and the regular monthly rate, which was initially reasonably low, had slowly increased over the years; in fact, it had doubled.  Several channels over the years also mysteriously became unavailable in my package, requiring an upgrade (and more money) to regain access.  Isn’t it interesting how people’s expectations of you and me may change over the years, and they expect less of themselves return? Perhaps we are even guilty of such.

No harm, no foul.  It was what it was.

Perusing the new TV streaming prices revealed most of my favorite channels were available in the lowest streaming package.  In fact, if the new find and a different streaming company were combined, all of my favorite channels as well as most of the channels presently available on my satellite dish service were available at a cost 60% less than what I was now paying. In fact, my satellite dish company had a streaming service that cost less than my monthly rate, and they were offering new customers introductory prices 75% lower than what I was paying.

Since I had been considering switching for years, had researched several other TV streaming and on demand companies over the years, and even read the new find’s fine print, cancelling my satellite service and switching to the TV streaming service was a no-brainer. There are times when evaluating our priorities is warranted, for as needs evolve and lifestyles shift, adjusting the people who or things that have an audience in our lives is necessary.

I contacted the company and went through the regular identification process with the customer service rep.  “Thank you for being a loyal customer for such a long time,” the rep stated and then asked, “How may I assist you?”  Ding, ding, ding!  She said the right words.

“Well,” I replied, “that’s actually why I’m calling today.  In this world of streaming services that are much less than what I am paying, what are you able to do for me to reduce my monthly fee?” She proposed a $20 decrease, stating that was the best she was able to do.  I replied to cancel my service, to which she quickly said to wait and then transferred me to a specialist.  You know the song and dance that happens in these instances; I’ll spare you the details.

A similar type of bartering, per se, may occur when making necessary adjustments in life; people are sometimes resistant to changes we may make. Perhaps, again, we are guilty of being the resistant ones.  Notwithstanding, make the change – when necessary.

Long story short, the call ended with my bill being 75% less with a few extra perks added, all for being a loyal customer.  I call it a racket – as in a fraudulent scheme, enterprise, or activity.  Oh yes, another negotiation will happen in a year. Notwithstanding, I was delighted while contemplating key take away points from this experience.

Loyalty has its rewards. Loyalty in this reflection refers to all of the words most people associate with such: faithfulness, commitment, trust, honesty, allegiance, etc. Loyalty cultivates mutual respect and a reciprocal relationship(s) – meaning there’s give-and-take by which all parties benefit. There tends to be safety, comfort and trust involved in loyalty.

Loyalty may be costly. Loyalty also involves gaining and losing – such as time, energy, resources, funds, etc. Balanced expectations may lead to positive costs to loyalty, including increased trust and improved interactions.

Imbalanced expectations, on the other hand, may lead to negative costs. For instance, I shudder whenreflecting on the amount of money paid over the years for satellite service, particularly when considering how the funds may have been better used.  When considering everyday context – how many times have people paid a high price (time, resources, self-preservation, etc.) for being loyal to something that or someone who was not loyal in return – someone or something that demanded more while giving less?  Are you able to relate? It’s a high price to pay, whatever the cost may be.

Regularly evaluate my loyalties.  As previously stated, as needs and lifestyles shift, I am learning to adjust the people who or things that have an audience in my life.  This requires evaluating loyalties by asking myself questions such as:

• What is the motivation for my loyalty; mutual respect, fear, old habits and comfort zones, manipulation, etc.?
• Am I being respected in return? One of my favorite sayings is that we teach people how to treat us. If loyalty is continually given to a person or brand that regularly demonstrates their lack of respect in return, then I cannot blame anyone but myself for accepting the lack of respect.
• Have lines shifted and a subtle increase or decrease in expectations occurred, resulting in a positive or negative cost? Acting sooner was ultimately my responsibility when the price of the satellite service slowly kept increasing. This ties into the we teach people how to treat us  There are times when a simple, or not so simple, conversation is warranted that redefines the boundaries of the relationship.

Evaluating the cost of loyalty from time-to-time is worthwhile for the benefit of self and others.  And to think, all of this stemmed from a non-related ad on a webpage, a testament to the wisdom that may exist in everyday mundane activities.

Next week I will share about unexpected gems around us as the result of recently experiencing one.  Then the following weeks will feature moments of reflection regarding my visit to China.