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: customer loyalty, customer satisfaction, service quality