Recently my husband and I decided to make a change in our phone,
TV and internet providers at our home. We had been loyal customers
for over six years. During this time, we were never
contacted, never offered any better deals (like the ones they
advertise to new customers), never offered any free upgrades,
etc.
To boot, we had problems with unreliable internet service and
the TV service was not the greatest either.
So, we made the change. My husband called all
the providers and then they offered us deals to
stay. Several weeks later we get a refund check in
the mail from one of the providers stating, "Thank you for choosing
. . . We enjoyed serving you. We will continue to add
exciting new programming and services in the future which will
interest you. We would be pleased to welcome you back as a
customer, any time. Please call us at . . . . to hear about our
current promotion when you are ready to restart your . . .
service."
Well, this is a little too late wouldn't you
say? Additionally, the message is so "salesy". How
insincere.
If you have loyal customers, check in with them at least
once a year to thank them, see how their service is, how they are
enjoying your products, and/or to offer them a free upgrade
gift for being a loyal customer. Make sure you and your
staff are providing the best customer service possible. There are
many retention strategies you can use to reduce
turnover of customers and lower acquisitons costs for acquiring new
customers. To learn more on how you can reduce customer
turnover, call us for a free phone consultation. If you have a
great retention idea, please feel free to share it.
