Tuesday, April 27, 2010

The wrong response and a correction

While I was away recently I got a letter from Terminix (pest control) with the text below:

Regardless of what you may think of the economy etc this is the wrong thing to do for your customers. If the times are bad, they're bad for your customers too, don't make it worse for them.

So naturally I called them to cancel my account. I was paying $110 3 times a year with the proposed hike to $114 3 times a year. After a chat about the right way to treat customers i'm now on the $98 3 times a year plan. Yes, rather than making an extra $12 from a customer this year, they managed to anger a customer and have instead lost $36 per year from the customer. Sometimes doing nothing is better.

We can only change bad behaviors like this by making the right decisions as consumers.

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