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The customer isn’t right
Taking care of customers, even when they are leaving you, really matters. It’s so tempting to cast them off, forgetting to give them a reason to come back to you one day. However much you think they are making a mistake and particularly in an age when choice matters more than ever.
I’ve been thinking about this ever since my phone call to An Unnamed Mobile Provider to break the news that I was off, iPhone in hand. Being polite, I went out of my way to reassure them that I hadn’t had any particular problems with their service. Best of luck and all that.
Confession: I am one of those people who bought an iPhone on day one. I’ve been waiting for the thing for years, and I’ve not been disappointed. It is a thing of beauty. Highly usable, enjoyable beauty.
“Well, I’m not going to get you to try and change your mind…”
Good stuff.
“But…”
Hmm, don’t like the sound of this
“You’ve got to wonder about people paying for a handset.”
Oh dear.
“I mean, it’s not as if it does anything more than the what we already do”
Sigh. You know, he might be right. O2 might be a nightmare. I might hate my new phone. I might yearn for the days of my old provider and my old phone.
But trying to tell customers who have already made a decision that it’s the wrong one isn’t smart business. The company formerly known as my mobile phone provider won’t be getting business from me again.
And you won’t believe the number of people I’ve told about either…
