Over the past decade or two, we have all received countless emails from financial institutions reminding us to beware of emails requiring our account info. Despite those warnings, the same financial firms also send emails with clickable links. Once you click a link, you are required to provide your login and password. The process does not reinforce the message.
We use multiple online tools at SPS, and last month I called one of the providers with the intention of upgrading to a higher tier. I asked a few questions to clarify the differences between the tiers of service; and, unprompted by me, the customer service rep said, “I see you have been a customer for a long time, I can upgrade your account for free.” Of course, I was pleased, and I readily accepted; however, after the call I thought about whether the company was smart to give us the free upgrade. My conclusion is probably not. There are times when free upgrades make sense and other times when they just destroy margins.