This is the only guide nobody would like to read and learn from it, but overall we are flooded by examples on how we can lose loyal customers.
I recently switched from my old telephone company to a new one.
Not because I didn’t like their offer, but because they promised something, failed to deliver it, failed to acknowledge the problem, failed to solve it.
There were many things they could have done to fix it before this situation, but they did none.
Today I received a call that offered me a good offer, somewhat better than the one I have with my new carrier.
I gladly rejected it.
It’s not about the money, it’s about the ability for a company to follow the customers, to threat them correctly, to behave.
I don’t expect the new company to be a human example of kindness, nobody would.
But they haven’t betrayed my trust, so for now I’m staying.
Having your trust betrayed after something like 10 years is bad. It makes you wonder.
So, all in all, if you don’t want customer, there are a few thing you must do
- Ignore them
- Don’t acknowledge their issue
- Don’t solve their problems
- Don’t help them
- Keep working only for the money
- Let the company outgrow your power to control who’s in and who gets to talk to the client
Seriously, it’s not about the price, it’s about the behavior.
Recently I was unsure of which VPS provider use.
I checked out VPSIE and DigitalOcean, and I went with DigitalOcean even though they were offering me less and they didn’t have live chat support.
Why? Because one of the reply email I got from VPSIE used a tone I didn’t like.
I would say they “Fu**ed up” the entire tone of the email, but hey, it’s a matter of what tone you use after all.
DigitalOcean, on the other hand, has a stellar record of good customer support, even with me that I wasn’t a customer.
Keeping customer, losing customer, is often a matter of behave.