- When was the last time you severed relations with a company or individual?
- How do you prepare yourself to deal with customer complaints?
Last week I talked about cancelling a subscription with a software company. The company didn’t do anything wrong. It was a “It’s not you, it’s me,” situation. The service was actually very good. However, it provided much more service capacity than I needed at this time. I scanned my credit card statement to find a phone number that I could call to cancel; none could be found. I emailed and found out this company prefers to chat and/or email. While I would rather discuss the issue with a human being, the explanation for corresponding instead of talking over the phone was satisfactory.
Their response to my inquiry was so heartwarming that I considered staying with them a little longer. But that would not be in my best interest because it is an unnecessary expense based on my current circumstances. I have heard about service after the sale, but service after the cancellation is a whole new level of customer service.
Here is their response: We received your cancellation request. The auto-renewal has been turned off, so you won’t be charged again. You still have some time left in your current billing cycle, so you can continue using the product until your time is used up! Your service will end on 21 February 2024.
If you change your mind, we would love to welcome you back. You can withdraw your cancellation request any time before the last day of your paid service from inside your account. Just go to your billing area and click the button to keep using our product. Your subscription will immediately resume automatic billing and your account won’t miss a beat.
They provided a login link just in case I changed my mind. In addition, they let me know that I would hear from them again to confirm that my subscription period had ended. They asked if there was anything they could do to help me get the most from the company during the remainder of the subscription period. And offered to answer any remaining questions, They ended the correspondence by stating, “Our team is here for you.” Customer service is clearly this company’s policy.
This is the most pleasant contract cancellation I have ever experienced. Whenever I part ways with a client, I hope they feel about me, the way I feel about this company.
What will you do to make your workplace better? To learn more about my coaching practice, visit: ProDestinyCoaching.com