Earn money by answering our surveys

Register now!
Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere

Payment reminders : how not to lose your loyal customers

Earn up to 50€ by participating in one of our paid market research.

Register now!

Sometimes a small detail can ruin your customer’s satisfaction and end up the relationship.

The danger is especially high when you have to send a payment reminder. Whatever the reasons, such a message is likely to trigger strong emotions.

Two possible situations, equally dangerous for your business

If the customer feels he is right, he may feel betrayed and you’ll lose credibility.

If the customer knows he’s wrong, this will only exacerbate his emotions and make him the feeling he’s under attack

As we explain in another post, all firm-customer interactions should always be rooted in respect. A loyal customer will never forgive lack of respect.

Telenet found a clever solution

Sending a payment reminder without lacking of respect is a very difficult exercise, that Telenet seems to have a solution for.

Here’s the kind of reminder you’ll get if your payment is late.

Basically it starts with an acknowledgment that you’re a valued customer because you’ve always paid on time.

I then acknowledges that mistakes may happen.

Finally it bends the rules and doesn’t ask for late fees.

Tags: , ,

Author: Pierre-Nicolas Schwab

Pierre-Nicolas est Docteur en Marketing et dirige l'agence d'études de marché IntoTheMinds. Ses domaines de prédilection sont le BigData l'e-commerce, le commerce de proximité, l'HoReCa et la logistique. Il est également chercheur en marketing à l'Université Libre de Bruxelles et sert de coach et formateur à plusieurs organisations et institutions publiques. Il peut être contacté par email, Linkedin ou par téléphone (+32 486 42 79 42)

Share This Post On

Submit a Comment

Your email address will not be published. Required fields are marked *