Yesterday I decided to finally make the call I’ve meant to do for a few months. I cancelled my Thur-Sun paper delivery of the Cincinnati Enquirer as I felt paying nearly $20 a month for something I rarely made time to read (most of my news comes from online or during News broadcasts) and was too expensive for something I no longer found value.
Here’s the Rant
When asked during my cancellation call why I was stopping the paper delivery (not sure why it is really anybody’s business but mine), the customer service girl was informed that I was cutting unnecessary expenses and did not feel there was value in me receiving a physical copy of the daily news any longer. Customer service girl repeated that I was “cancelling my subscription because of finances.” NO! was my reply, that is not what was said and I repeated exactly what was stated the first time.
After customer service girl correctly restated the reason for my cancellation she replied with “I understand but wanted to make you aware of a really great price reduction offer that would allow you to retain your current delivery schedule at a substantial discount.” WHAT??? You mean, I can get exactly what I’ve been getting and NOW because I am calling to cancel you WANT to offer me a discount so that YOU can keep my business? No can do! A day late and a penny foolish for The Cincinnati Enquirer.
Throughout most of my adult life I have been of the belief that if I am paying you for a service, and you now offer the exact service for a price lower than what I’ve been willingly paying you for who knows how long; I should automatically be offered the lower price as a gesture of thanks for my business! Period!!
Wake Up Business Owners
Take Note: If you automatically
offer give me a discount for a service/product I am already receiving from you and it is reflected in my monthly statement, Personally, I would: 1) be super stoked that my monthly expenses have been lowered and I did nothing to make it happen; and 2) feel a bit more loyalty when it comes to your company and services because you saved me money – all on your own – and nothing was required of me to make it happen!
Thoughts from a Consumer
I truly believe companies make it harder on themselves in “earning” and retaining those sometimes hard-earned customers. Consumers are not stupid people who just throw dollars at you for your products/services. You must “continually” earn our business and demonstrate why we should maintain our “business relationship” with your organization. When the time comes that we “the consumer” no longer feel your products/services are of value to us, we will move to a company, venue, or source where we will experience value in a business relationship. YES, paying a newspaper outlet for daily delivery IS A BUSINESS RELATIONSHIP; one which needs to be nurtured just like any other!
Sad truth, this who scenario has happen to me on several occasions, most recently when cancelling my auto insurance policy with one company to go with another. Why do companies not find the value in retaining customers while they have them instead of trying to keep an oily grip on them after the consumer made the decision to seek another to replace them?
In my opinion, perhaps companies should identify BMPs (best management practices) for their industry which would involve “managing” their company, and not just going along with poor business practices and or policies that do not work! WAKE UP AMERICA!!!