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Be a polite company — ask first, please

PandoraWhen is the last time you were asked about an auto-renew charge?

We sign up for these services that charge us yearly, and we’re always unpleasantly surprised when the annual charge shows up.

That’s why I was thrilled when Pandora sent me this nice note, reminding me that I was about to be charged:

We wanted to give you a heads up that your Pandora One subscription is up for renewal on Monday, November 22, 2010. Your credit card will be charged $36.00 for your ANNUAL subscription of Pandora One.

We hope you stick around! If you do not want to renew Pandora One, please follow the instructions below …

Thanks for listening.

– The Pandora Team

It’s polite — and it’s so rare that it stands out as amazing customer service.

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Comments

  1. Tara Jefferson November 30, 2010 at 9:37 am #

    This is TRUE word of mouth right here. Because they were polite, you posted this item. I read it and saw that a yearlong subscription to Pandora is cheaper than I thought. Now I’m going to tell my friends (who are all addicted to Pandora). Awesome.

  2. Debbie Todd December 8, 2010 at 4:53 pm #

    I agree, this is amazing customer service. What’s more amazing is that we are always so surprised these days when we get good customer service – surprised enough to report on the fact online. When we pay for goods or services, part of the package that we’re paying for should be good customer service. Why are so many companies and individuals getting this wrong these days?

    Years ago, good customer service was expected and delivered. These days, most people who deal with customers attend all manner of customer service courses/seminars and are thus fully trained in delivering good customer service, yet seem to fail miserably to put into practice what they’ve learned. It’s not rocket science, most of it is just a matter of common courtesy, so why are so many individuals and companies finding it so hard to deliver?

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