Sunday, March 9, 2008

Seth Godin on Customer Retention

Last week I lamented our experience with the attempt to cancel our Vonage service. I couldn't help but think of that as I read Seth's blog today. Although his experience was different than mine, it illustrates the opposite end of the same concept.

Last week, my company switched providers of an expensive commodity. The company we had been with realized we were moving on and moved into high gear to keep the account. At one point, it was clear that they could have gone into war room-mode, denigrating our decision, criticizing the new company and scorching the earth. I watched the gears turn, though, and saw them take a different path.
Then later...
That company we switched from last week? Instead of ruining our relationship and criticizing our judgment, they kept the door open. They congratulated us on our growth and earned the right to work with us again one day.
See the difference in the tone [theirs and his] and the experience? Great customer service also means knowing how to say goodbye.

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