T-Mobile: From Hero to Zero

Under John Legere's leadership, T-Mobile ditched contracts, cut fees, added perks, and actually listened to their customers. They were changing the game; they were the Uncarrier.

Things have shifted, though. T-Mobile found the keys to their "price lock" plans and have forgotten about their customers. Now, customers are furious and employees are left to clean up the mess of corporate decisions.

This is a tale told far too often full of lessons yet to be learned. So let me offer some tips for Business Leaders, Employees, and Customers:

For Employers:

• Keep your word. It’s your brand’s currency.
• Empower your employees. Don’t make them clean up messes they didn’t create.
• Play the long game. Quick profits mean nothing if you lose customer loyalty.

For Employees:

• It’s not your fault. Angry customers aren't actually mad at you.
• Control what you can. Focus on what you can do, not what you can't.
• Take care of you. Set boundaries and don’t carry the stress home.

For Customers:

• Call and negotiate. You’d be surprised what retention teams can offer.
• Shop around. Loyalty is earned, not owed.
• Make noise. Public feedback still moves the needle.

T-Mobile is a prime example of what happens when a company forgets what made them successful in the first place. The good news is that as leaders we can learn from their mistakes and do better.

Because at the end of the day, business isn’t just about profit, it’s about people.