We are REALLY sorry, now about that hard sell?

Some weeks ago I received the attached message and new credit card form Citicards:

I was not happy to hear that my personal data may have been compromised, but at least I live in a State that requires that a company tell me when such an event happens. In too many places that is still not the case and such an event can be quietly forgotten, more than six years after California became the first state to require such disclosure.

As usual, I’m required to activate the card by phone. I call and my home number is recognized and the activation proceeds smoothly. Till I get the message ‘Please hold for a representative.’ Oh, oh. It’s a cunning move as I can’t drop the call just in case the activation isn’t completed properly.

Turns out that there isn’t a problem with activation, but Citicard – in their misguided wisdom – want to do the hard sell on me. I’m pressured for additional services that I neither want or need. This in response to a major cock up in their systems and processes. Who on earth thought that ANY message other than a contrite apology for all the hassle that comes a credit card number change was a good idea?

Is that how you would treat your customer? I hope not. If one of my clients is ever in that situation my advice is to apologize, be contrite and ask what the company can do to make amends. Not to apply the high pressure sales tactics, with not so much as a ‘by your leave.’

And to add insult to injury, I can no longer download transactions from my Citicard account into Quicken which I use for my business and personal finances. 12 weeks later, I still can’t. ‘Customer Service’ tells me that they don’t know when it will be fixed.

Hey it’s only three months, for a feature that I’ve come to depend on. Fortunately, this is not a card I use a lot, so the volume of transactions can be hand entered, but it is a pain. And each time I have to do that for a monthly reconciliation, I’m reminded about the abysmal customer experience that Citicard makes me go through.

Compare and contrast with the customer experience at my other credit card – American Express – they have invariably done the right thing.

Citibank can send me as much marketing bumf and encouragement to spend. It won’t make me use their card, except when I have no alternative. Oh, and the last statement came with a notification that my APR is now 29+%!!!

Definitely feel like a valued customer!

So, how do YOU treat your customer when something bad happens? Do you go out of your way to make amends? And to make sure that each interaction thereafter reinforces the positives – and doesn’t keep rubbing salt in the sore wound?

Are you SURE?

Truth in Advertising???

Has to be the most truthful adverting I have seen for a while…..

Now you start to understand my sense of humor …..

Truth in all its Glory!

As regular readers will know, I’m an advocate of truth and authenticity in our relationship with customers. However, I do think that the poor product marketers responsible for Quaker Instant Oatmeal have had to carry this a little too far – something you never thought you would hear me say!

Take a look at this:

“Artificial Fruit & Cream Flavors” plus “AND OTHER NATURAL FLAVORS”.

It struck me how different the two – at first glance – similar product packages were and I wondered if this was legal advice at work, or whether someone in the product department was being overzealous. As I said, I’m in favor of truth and authenticity in marketing and in product information, but I would hope for a little more creativity in presenting accurate information. As I pondered a little more, I started to think that maybe the two packages were so in order to try out different packaging.

But that’s a risky way to do it, live in the field. I always advocate quick and cheap ways to test ideas – like asking directly.

So what’s the lesson? Be truthful, but be creative. If you want to test ideas, ask customers directly.

Smart Marketing Bose

I travel on American Airlines – one of the better experiences (if that’s possible on modern airlines), really due to their customer service phone lines. I recently headed to Europe for the first time in quite a while, and took notice of how many passengers had Bose Quiet Comfort headphones – as I do. They are a nice device and work well on aeroplanes (I got them after leaving TWO pairs of in ear noise-reduction headsets on aircraft inadvertently – never to be seen again).

But what made me like them – even at the premium price they command? AA hand them out to business class passengers to try. It’s obvious that once they are tried, people buy. Something over 25% of the business class passengers on the sector from San Francisco to Chicago (where they are not handed out by AA) were wearing Bose headsets. That’s an incredibly high percentage. There were also a reasonable number, five or so, in the economy section going to London.

I’ve written before about my Bose experience – others commented that they were not anywhere near as happy. But my experiences have been positive – both with the products, and with their service. And it is clear that if you can get customers to try – especially when corralled for a long time in a perfect trial environment – they will buy.

So how can we get our potential customers to trial our offer? That is the challenge for us in marketing, but thinking ‘outside the box’ as Bose did clearly works and works well.

I’d love to hear what you have done that worked.

How do YOU treat YOUR trapped customers?

Since I set up in business on my own, I’ve had an office at my photographic studio. When I moved in, there was no phone or internet service, so I scouted around. In short, I went with Comcast, they had a deal on, $21 for six months and $45 thereafter (more on THAT later), which was much better than paying for a phone line plus DSL.

We had some installation issues (the installer turned up with no ladder – it wasn’t clear how they thought they would reach the existing wires on the poles to make the connection – but I laughed) and eventually the service was installed. A couple of glitches – isn’t it interesting how we have such low expectations that a couple of glitches are expected – and I’m working.

Lately though – at the one year anniversary interestingly, I’ve been getting drop outs and no internet. One day I had had no connection for over an hour. I called Comcast. No system problems they said. I still couldn’t connect, whilst talking to the support rep. ‘I can ’see’ your device’ she said. ‘Nope, I can’t get anything’. They insisted there was no problem, but I couldn’t get out. They suggested that I swap the cable from the wall to the modem ‘end for end’. I asked how that could possibly help – no answer.

I was getting frustrated, and asked what the options were. ‘We can send out a technician.’ Progress! Friday morning or afternoon (this is Tuesday). We established that really was the earliest – three days is very poor in my view. And I was due to be in Yosemite making pictures, so Monday it would have to be. We book for a 9-11AM slot.

I’m in a very happy frame of mind on Monday (Yosemite in winter is absolutely stunning), arrive at 8 to make sure that I have everything covered. I connect – the internet is working! I work away whilst waiting for the tech. I’ve cancelled my lunch appointment just in case.

By 12:30 no one has arrived. I call Comcast. I wend my way through the voicemail (the one that insists on requiring the phone number we do not posses as an identifier) and get to a technician. I enquire where the technician is. ‘What are the last 4 of your social?’ ‘Why do you need that?’ I ask. ‘I can’t release any account information without it’. ‘I don’t want any account information, I just want to know where the tech is that should have been here between 9-11.’

We go on with nonsensical security questions (not that security is nonsensical, but that it’s needed for such a query). We get through that (by this time I have been on the phone for over 10 minutes), to be told that the call was cancelled. I asked ‘By whom’. You, I’m told.

I bit my tongue and didn’t point out that I’d hardly be calling if I had cancelled the visit. I can hear Barbara ‘breeeeeath.’ I ask what the options are, ‘Is your internet connection working?’ I advise that it is. ‘Then there is no problem.’ I point out that I’m having consistent intermittent problems, which is why the etch was coming in the first place. I can send a tech, but you will be charged if he can’t find a problem.

By now ‘m fuming, no apology, no sign of sympathy. Just ‘it’s working now and if someone comes out we want money.’ More money – it turns out the $45 price tag is only available if you also take cable TV service. There is no way to get the advertised $45 service alone. But i gritted my teeth and stuck with it.

And here’s the point, I’m sure Comcast have me in that ’satisfied customer’ column on the tick sheet – after all I’m still a customer am I not? I am, but not because I’m delighted. Because the switching costs and alternatives are too hard, or expensive, or both. Or maybe I just know, deep down, that going to AT&T would not be any different. How sad.

Market pressure, you say. True. Sorta. I have Comcast at home and am resisting the HD upgrade (a jump I HAVE to make next year, the analogue services go away), but Copmcast want an additional $25 just to be able to receive HD (about a 22% increase on the monthly bill). So, I’m actively looking at going with satellite when we do move. So Comcast, you might have a tick in your customer column, but I won’t upgrade my TV service, I won’t take internet services from you at home, and, and……

To my learning point for you, dear reader. How many of your customers are with you because they are delighted? And how many of them are trapped because the alternatives are few and poor?
You may say you don’t care, you still have them. And I would argue two things: One, you WANT delighted customers talking about you, your products and services, that’s what builds sustainable business. Two, what happens when a viable, or just a little more attractive alternative comes along? They (customers) bolt, that’s what happens and you will NEVER get them back.

Which category are you in? Which do you want to be in?