Клиент, больше не клиент

Как определить стоит ли связываться с компанией, которая продает услуги длительного пользования?

Посмотрите на условия и удобство расторжения договора, и возможность возврата неиспользованных средств.

Компании, которые во главу угла ставят постоянную лидогенерацию, заполучив клиента и продав ему единожды товар или услугу, зачастую просто забивают на него. Поэтому не удивительно, что они испытывают шок, когда вы решаетесь разорвать с ними отношения раньше конца оплаченного периода. И чаще всего этот момент является лакмусовой бумажкой всей их бизнес-модели – поведут они себя красиво (и сохранят возможность вашего возврата к ним), либо сожгут все мосты и разобьют все окна?

Пример?

За последние шесть лет я сменил несколько фитнес-клубов. Их менеджеры вспоминали о моем существовании только когда подходил к концу срок действия абонемента. И лишь в одном из них досрочное расторжение договора прошло без проблем и без препятствий со стороны компании. Все, что потребовалось с меня это заявление и возврат клубной карты. Оплата за неиспользованные дни была возвращена в течение пяти дней. Во всех других заведениях, менеджеры искусственно затягивали решение вопроса: предлагали ехать в их «центральный офис», который даже Яндекс.Навигатор не найдет; либо отправлять официальное письмо с уведомлением; либо подождать, когда вернется из вечного отпуска старший менеджер, главный бухгалтер или управляющий.

Еще более характерная ситуация произошла, когда я отключал домашний телефон. Отключить его можно только лично в офисе компании. По телефону или электронно даже нельзя приостановить обслуживание. Так вот в центре обслуживания клиентов электронная очередь, и если вы взяли талончик на отключение, то вы всегда в самом конце очереди. Все приходящие подключить услуги имеют более высокий приоритет, и автоматически обслуживаются перед вами.

Вернусь ли я к этим компаниям? Никогда!

А вы попадали в такие ситуации?

39 Comments Клиент, больше не клиент

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