Win-Backs versus Lose-Backs
Posted on August 11th, 2009 by Larry Chase
I just had a firm offer me a $50 coupon in order to keep my business. I took them up on it. But then they acted like I was stealing their first born when I pointed out they didn’t credit me the $50.
This vendor gave me such a bad attitude about making good on an offer they proffered to me that I cancelled the relationship right then and there. They lost a relationship worth many thousands of dollars over a $50 coupon.
The lesson here: If you’re going to offer a win-back, stand behind it and don’t resent the customer for taking advantage of that which you offered. Be happy you got him or her back in the boat and think of how much you won’t have to spend on replacing that customer. It’s probably going to be a lot more than $50.
The Internet Marketing Tip above originally appeared in Larry Chase's Web
Digest For Marketers which you can subscribe to at no charge at www.wdfm.com.
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