John DiJulius | Customer Experience Blog

The only disability in life is a bad attitude; DirecTV bills Customer even after house burns down

DirecTV Bills Customer for equipment after house burns down – On August 19, Jeremy lost his home in Black Forest, CO, after a devastating wildfire destroyed his, and more than 370 other houses, in the most destructive fire in the state’s history. However, that is not what left him feeling burned – it was the cable company. He called and canceled other utilities and services for his now nonexistent home without incident, but when he spoke with DirecTV, the television provider informed him he would have to pay $400 for equipment destroyed by the fire. Read full story.


Not the first time – In 2012, after the Waldo Canyon fire near Colorado Springs destroyed 347 homes, KDVR reports DirecTV billed Customers in the destroyed subdivision. And in 2009, after a wildfire near Los Angeles destroyed more than 70 structures, the company also billed Customers for their toasted electronics. Reactions on DirecTV’s Facebook page have been nothing short of outrage.


The Man who motivated the Baltimore Ravens to win the 2013 Super Bowl – Heading into their final regular season game of the year, the Baltimore Ravens had lost three games in a row, and the Ravens needed to win that final game to make the playoffs. A few days before the game, an email came to head coach John Harbaugh from Matthew Jeffers, who at the time was a senior at Towson University, where he majored in acting. “This letter nearly knocked me off my feet,” says Harbaugh. The coach was so moved by this email that he shared it with all his players. The Ravens not only won that final game and made the playoffs, but they went on to win the rest of their games, including the 2013 Super Bowl.


Life is simply unfair – At 22 years of age, Matthew stands only 4’2″. He did not have a typical childhood.  He was born with Skeletal Dysplasia and has endured over 21 surgeries, some small, others life-threatening. He has had a tracheotomy, blood transfusions, spent summers in a hip spica cast, and had to learn how to walk again. When Matthew was finally done with his surgeries, it was then he found out his mother was diagnosed with a stage IV brain tumor.


The ONLY disability in life is a bad attitude – “So you tell me, is life fair? When you give every ounce you have, and all you have to show for it is a loss in overtime, is that fair?” Jeffers wrote. “But let me tell you this: The ONLY disability in life is a bad attitude. The ONLY disability in life…is a bad attitude. A positive attitude is the most powerful combatant to life’s misfortune.”


Matthew Jeffers – Through everything, Matthew has always maintained an incredibly positive attitude. In 2013 Matthew gained national attention when he and his story inspired the Baltimore Ravens, who ended up winning the 2013 Super Bowl, and his story was featured on ESPN. You must watch this inspiring four-minute ESPN video on Matthew Jeffers and see why he is a keynote presenter at the 2013 Secret Service Summit in Cleveland, November 4th & 5th.


John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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