She was informed by the sales staff that the company is going green and there will be a $1 charge if she opts for paper bill.
She remembered the company introduced e-bill about ten years ago. However, she did not see any need to switch over and she was too lazy to do so.
Now that there is a charge, she opted for e-bill.
The experience left a bad taste. She wondered if the company is serious about going green or just trying to cut cost.
Now, if the company had offered a $5 rebate for customer to opt for e-bill ten years ago, it would have gotten customer to switch over willingly. Not only achieving its objective earlier but also saved more money and a positive image in customer's eye.