During a recent client meeting, I discovered that she had not been receiving my automatic newsletter. This newsletter is designed to keep my clients up to date and it is also a great way for them to review the information from our retreats.
This particular client of mine, loves to read them and looks forward to them. Then when they stopped she wanted to find out why. I wanted to find out that as well.
After logging into the IContact System, I discovered that there was nothing wrong. My client's email address was correct and the e-message series was active and ready to go. So looking to take care of this situation, I called their 1-800# to talk to a customer service rep. To my surprise you only get a message stating the following:
"Due to circumstances beyond our control, you will need to call back at a later time."
Now this is customer service to the finest. What does call back at a later time mean? What are the circumstances which were beyond their control? They obviously have power otherwise they would not been able to create such a loving voicemail.
So now rather than thinking that there is something that I did not understand about the system and that a quick phone call could have resolved, now I don't trust the company. And why should anyone? So did they loss a customer? YES!
Lesson: You always have control of the messages you send out to your clients/customers. Things happen and when you clearly communicate what it is going on, your customers will generally understand.
Dave Josephson, The Growth Coach® of Jax serves business owners, small practioners, sales professionals and those who know that they have what it takes to make a better life for themselves and their families.