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Be polite, even when the customer drops you

Just because I’m not doing business with you today doesn’t mean I won’t be back tomorrow. How you end the relationship with a customer makes a big difference on whether they’ll be back — and what they’ll tell their friends.

Bad example: Most gyms will fight you when you try to cancel, including penalties, fines, and pressure. Which is dumb, because there’s a good chance you’ll resume working out in a few months. A bad exit experience guarantees a bad review to your friends, even if you liked the experience when you were a customer.

Good example: Uninstall Google’s browser and it’ll offer to change your default settings to a competing product. Polite and appreciated!


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  1. Katie Graf May 24, 2011 at 10:25 am #

    When I dropped our recycling company for a local one the woman I spoke with snippily insisted that they were local and had warehouses in our city. I decided not to get into a long explanation of how sales tax works, but she persisted and insisted they were the only company in the state that recycles glass (not true). I had absolutely no problem with their company until that very moment – now I won’t recommend them to anyone. If they had been cool, we might have considered going back if our new service didn’t work out. Too bad.


  1. Rental Academy - Il modo in cui ci si separa | Rental Blog - June 10, 2011

    […] esempio positivo invece è quello fornito da Google (segnalato da Andy Sernovitz nel suo blog): se si decide di disinstallare dal PC il browser Google Chrome, durante la procedura di […]

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