How not to seriously P**S Off your customers

I received an email which seriously annoyed me, so much so I got in touch with the company and now I’m writing a blog on it.

 

You see it was an example of how to P**S off your customers and really annoy them.  I get the reason behind the email……to effectively put the price up of a service I buy but it was the way they went about it.  You see in the words of the famous 1980’s song It ain’t what you do it’s the way that you do it, that’s what get’s results!” by Banarama or not ….

There were so many things wrong

Firstly if you are going to send an email with a price rise out of the blue (I wouldn’t recommend it myself) not without a reason and putting the reason in the email to the customer!  Then at least do the following:-

  • Don’t use technical language that means nothing to the client
  • Don’t tell them the problem you face – explain the issue and why you need to increase the price
  • Don’t make assumptions – especially if they are wrong
  • Don’t quote facts and figures that quite frankly the customer doesn’t give a monkey’s about
  • Don’t lie – you will get found out!!
  • Don’t make the customer do all the work..

 

I was faced with an email that told me about numbers of support calls  – yes, so what, why does that mean anything to me.  I was then faced with how it wasn’t economic to them – again lots of facts and figures.  Fair enough, I understand that over time things change and prices have to go up, but don’t tell me your hourly rate is £X but you are only charging me £Y I don’t need to know.  All I need to know is you are reviewing your prices and you have new packages, where would I like to be.  Invite me to change with a nicely worded email, don’t make me feel like a naughty school girl who has done something wrong.  Remember you quoted the prices in the first place not me.

Check your facts and don’t assume (remember Assume makes an ASS out of you).

Another sure fire way to annoy your customer is not to check your facts first…remember you should have the details about the customer and what level of support you are providing to how many people etc…don’t ask the customer to confirm that.

Also, don’t expect the customer to do the work

If you are wanting to discuss a price increase, be subtle with how you do it and certainly don’t expect the customer to chase you, you need to do the hard work to make the selling easy…..pick up the phone or better still get a team member to do it.  Book in a time to speak, then send the customer the zoom or teams link if it’s online, don’t expect them to call you to arrange.  Remember you are the one needing the price increase not your customer.

Be smart

Don’t word the email in a way that could cause offense and make it all about the customer and how you want to support them going forward with the very best service, you can not give them a badly worded and toned email.

 

REMEMBER – In the nicest possible way the customer doesn’t care about your businessit’s all about them and what you can do for them……..unless you are in a unique market place – remember there is usually more than one choice when buying a product or service and your aim is a price increase not to lose a customer…….

 

This article is for general information only and no action should be taken, or refrained from, as a result of this information.  Professional advice should be taken based on specific circumstances in each individual case.  Whilst we endeavour to ensure that the information contained in the article is correct, no liability  will be accepted by KMA Accountancy which is a trading name of Kim Marlor Associates Ltd or damages of any kind arising from the contents of this communication, or for any action or decision taken as a result of using any such information

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