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You won’t give me a free sample???

I buy a lot of envelopes. We went to the website of our envelope printer because we wanted to check out some new colors. I asked for some free samples.

They insisted that I pay for the samples.

Such a bad customer service moment. I’m annoyed and I’m shopping elsewhere. They turned me away at the moment I was ready to buy.

Better idea: When someone asks for a sample, they should get me on the phone, help me make the perfect choice, and give me a little coupon.

This sort of weirdness happens when companies have a bad experience with freeloaders. So they create bad policies to punish bad people (who aren’t even customers).

Lesson: Get rid of all the negative, defensive policies that protect your business over a hypothetical harm — and hurt your best customers.

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