Customer Service Cancellations
For everyone, everywhere
As you might be doing at the start of the new year, I am scouring my expenses looking at what is nice versus necessary and can be cut. As an avid reader, my news subscriptions
started to add up and I considered how much I read of each publication and I decided to cancel my digital subscriptions to both The Wall Street Journal and The Washington Post. The latter could be done via their website and it was a simple process to execute, followed by a confirming email from them within minutes asking why I was leaving - which I answered, and another email within 24 hours, saying they were sorry to see me go.
![paper-business-finance-document-preview](https://us.simplerousercontent.net/uploads/asset/file/3532497/paper-business-finance-document-preview.jpg)
The former made the cancellation process more difficult for me, the customer. In order to cancel WSJ, I had to call a phone number and speak to someone who wanted to know why I was leaving. I said I didn’t read the publication enough to warrant a subscription. He asked “What does enough mean?” to which I responded, “Hardly ever”. He then asked if he cut the subscription cost in half, would it approximate how much I read it? I said yes, and he said, “Let’s do that then”. He proceeded to cancel my most recent payment and to start another subscription at 50% of what I was paying.
What a difference. At first, I was bugged by WSJ who didn’t make it easy for me to take action…but the experience was not problematic. And, while they lost 50% revenue, they kept a customer…something that the Post didn’t do.
It raises the question…where are you losing customers with a policy that intends the best but may not deliver it?
Now, go sell something.
oxo,
Jody
![Jody Smiling Photo copy](https://us.simplerousercontent.net/uploads/asset/file/3532492/jody-smiling-photo-copy.jpg)
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