Here is your Daily Dose of Amazing Service:
Make it easy for customers to leave
And here are some additional thoughts on this topic…
Too many companies make it easy to become a customer and hard to leave. Maybe they think people will change their minds if it’s hard to quit. The classic example is this call to AOL that made national news:
(If you can’t see the video – click here.)
These companies accept your money right away. But when you want to quit they hide. They play games. They make you jump through hoops. They try to talk you out of it. They hold on to your money for an extended period of time.
When you do this you ensure those customers will ever come back. And they’ll most likely tell others about their horrible experience.
Every experience you give your customer should be consistent. If they can sign up in 5 minutes with one easy online form then they should be able to cancel just as easily. If you take their money right away, then you should give it back just as quickly.
If you do this you’re more likely to part on good terms. And that leaves the door open to return business and referrals from departing customers.
Review your policies and procedures. Are they consistent in how they treat new and departing customers? If not why not? How is this damaging your reputation? How could you fix it?