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Losing a Customer

Please pay attention as to how a company loses a customer, client, user or subscriber ....

I started using the product (service or program) because I had a need for it. It had the perceived potential of doing just that ... satisfying this need. It was my expectation, (based upon its promotion) the product would fill in a gap related to those needs.

Congratulations ... I became a user/customer.

After using the product for a significant amount of time, I discover that a glitch of some sort creates an output that is undesirable. It's not an operation that it cannot do, but essentially a glitch (something it used to do before updates etc, but can do no longer).

As it turns out, based upon some research ... there are other users experiencing the same glitch. The issue has been brought to the attention of the seller/developer of the product. Customer service/Support apparently has known about this glitch for quite some time. Support even suggests that it's not a problem with the product, but perhaps the user (customer) is just not using it right or has unreasonable expectations.

Therefore, the problem (glitch) has not been resolved. From my perspective, the issue is not that it cannot, but that they will not.

So here are the steps related to losing my business:
  • Misrepresent what the product really does.
  • Act like the problem is not real and cast doubt on the user.
  • Be aware of the problem (glitch) and not fix it.
  • I am no longer happy because it does not meet my needs.
  • I start looking around for a replacement.
  • I find a product that fulfills my needs.
  • I use it and like it.
I am no longer a customer of the original product. So see??? An excellent example of how a company loses a long time client/customer.

So simple, you can do it in your own home and not have to heed warnings from on-line, television personalities annotated in small print :)


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