Here’s a lesson on how to create customer rejection in 30 minutes or less.
I heard a story from a friend today. She bought what she hoped would be a useful and productive accessory for one of her tech devices. Nothing fancy, just one of those things that makes your device go from “pretty useful” to “part of my everyday work.”
I can safely say she will avoid doing business in the future with the company that made the device. And I’ll bet she’ll happily tell all her friends (as she told me) about how well they knew the art of customer rejection. I can’t tell you how many potential customers this company lost today, but I know of two, and based on her influence circle, I’ll bet that’s a few orders of magnitude off.
It turned out this effort by the company to lose customers was pretty simple. They spent a total of half an hour of work on it. The customer rejection professional involved (maybe in charge of this particular effort?) was efficient, effective, and, I’d bet, well-rewarded for his or her efforts.
In fact, if your company is looking to lose some customers fast, I’d try to hire this customer rejection expert ASAP.
The whole thing was pretty simple. When my friend received the product, it was broken and did not work. She wanted it replaced; I’m pretty sure I would have, as well. She emailed them. They asked for pictures. She sent them. They asked her to call. She spent half an hour on the phone with the very competent customer-rejection professional who told her the replacement was out of stock and could not be sent. Going above and beyond their duty, the same customer rejection professional added that no advance order could be placed for the item to ensure it would be sent when it was back in stock. The apology acting, I’m told, was extraordinary (maybe the customer rejection professional also is an aspiring actor?).
My friend tried to respond to the company’s email, but the email message bounced. In the bounce message, she was directed to a web page to file a complaint, but the web page produced errors that could not be deciphered (Note to web professionals: If you want to contact the company to help resolve this, remember that is at cross-purposes with the responsibilities of the customer-rejection team).
My friend now has a broken product. The company that sold it to her thinks this is as it should be.
I’d call this an example to follow of how to lose customers in half an hour or less. Customer-rejection professionals: are you listening?