We’ve all seen them but how many of us have used them - Bell and Rogers wifi Hotspots. Service providers post their signs like they’re a badge of honor when really it’s a sign of inconvenience. Every time I walk into one with my iPhone it asks me if I want to join the Hotspot network. At first I didn’t quite understand how the service worked, expecting it to be free. Not the case! So I’m forced to turn off my wifi and go back to the 3G network.
I don’t see why as an existing paying customer I have to pay extra to access a wifi network. It’s a complete money grab by the service provider and the businesses that offer them. Starbucks is a prime example. Once again I assumed that there would be a free wifi network so I could work while I drink my $5 latte. I boot up my computer and find that I can’t access the network because it’s a Bell Hotspot. So there I sit with my over priced beverage unable to do anything productive except slam Starbucks and Bell on Twitter via iPhone. What Bell and Starbucks expected me to do was either enter my credit card information so they could bill me directly or buy a Starbucks card for X amount of dollars and enter a number to access the network.
The same situation occurred at Second Cup in Dartmouth Crossing with a Roger/Fido Hotspot. This time I expected to be able to access the network because I’m a Rogers customer. Not the case. Again I was asked to enter my Rogers account or credit card information so I could be billed. Luckily my latte wasn’t as expensive as Starbucks.
I firmly believe that wifi access should be available at no cost if you purchase something from that business. In my previous post, “What’s Your Pickle” I talk about the extra service a business provides to keep customers happy and promote repeat business. Providing free wifi access should be a free convenience (aka the Pickle), if I know I can get work done on my laptop while I enjoy a caffenated beverage you can guarantee I’ll be back again.
The San Diego Giants offer free wireless access at their AT&T Park so fans can get up close views and replays, up to date scoring and stats, and live streaming commentary on their mobile devices. On top of that they have developed a number of mobile applications for the iPhone and Blackberry to enhance fan interaction. This is a great example of how a business is improving the client experience by providing something as simple as wifi access. Bringing the game closer to fans through wireless access and mobile applications probably helps with repeat ticket sales, even in the nose bleeds.
Thankfully Rogers now has support for tethering on the iPhone which should put at least one nail in the coffin for Hotspots. It won’t bury Hotspots but at least there’s an option.
Tags: Bell, internet access, linkedin, Rogers, Second Cup, Starbucks, wifi
I had similar frustration at Starbucks - http://alex.ikonn.ca/improve-your-business/starbucks-is-broke/
I enjoyed your article. It’s completely frustrating to see companies wear the HotSpot like a badge of honor. As you mentioned in your post, I would be more likely to purchase food if it was convenient for me to stay at a location. Having to buy a Starbucks card and essentially become a “member” to gain internet access is unreasonable. To enjoy a ($5) coffee and experience what should be a relaxing atmosphere shouldn’t feel like going to the Price Club.
I work at the Second Cup in dartmouth crossing and I just wanted to let you know that the internet there is free! All you have to do is come ask one of us and we will gladly type in our stores account information. The only problem is, is that it doesn’t work with the iphone? It workes with any other type of computer (including macs) and any other type of phone but that one. But come on down and bring a laptop and you’re more then welcome to come join us for an other latee and free wifi!
Goddness… Latte*
First I have to applaud you for commenting on my post, good move on customer relationship management.
I apologize for not realizing that you had free wireless but it wasn’t made apparent that I had to ask for account information. When I turned on my laptop what I was presented with was a Bell/Rogers Hotspot page which informed me that I could pay to use their service.
A suggestion would be to promote the fact that you have FREE Wireless more prominently either through signage or changing the content on the web page that comes up when trying to connect.
My experience with Hotspots is that the method of access is inconsistent. Most times some form of transaction is required, either through a credit card, purchasing a gift/member card or subscribing to Hotspot access through the provider. You are the first to inform me that internet access through a Hotspot is free. I would be curious to know what type of wireless access Starbucks (Dartmouth Crossing) has. Tim Horton’s will be opening soon and would bet they won’t provide access so you may have an opportunity to promote the fact that you are the only café in Dartmouth Crossing to have free wireless.
Great post, keep ‘em comming
Hey…..nice post!!
Awesome, No more words to explain
:) 
just….cool blog.