We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv

Business leaders and teams, are you telling your existing customers that you prefer new customers? Before you quickly answer no, think about what you do to attract new customers.



Prefer New Customers: Image is a blue fork in shadow.

Thanks for Your Loyalty But We Prefer New Customers. Image by Peter Roome via Flickr Creative Commons License.

Image by Peter Roome via Flickr Creative Commons License.


Reward Loyalty or Your Message Is We Prefer New Customers

Common Story

I called my cell phone service provider. The rep greeted me with thanks for being a loyal customer. When I asked about a great deal they were offering new customers, he quickly said no you can’t have that. It’s only for new customers.

I asked, what do I get for being a loyal customer? The rep replied, we thank you for being a loyal customer. I said, you mean the only thing I get for being a loyal customer is your scripted thank you?

Then I asked to speak with a supervisor who told me the same thing. I then told a manager you shouldn’t give new customers great deals and take us for granted. The manager finally gave me a great deal.


Think About What You Offer New Customers

  • Lower prices? Why? To build their trust? Then ask yourselves, what are you doing to sustain current customer trust?

  • More flexible interaction and policies? Loyal customers deserve this too.

  • Extra gifts? Why not give loyal customers thank you gifts instead of a scripted thank you?


When you treat new customers better than loyal customers, you look selfish and greedy. You lure customers in with lower prices just to build your sales. In the end, your loyal customers will leave. They realize you care about yourselves not them. You lose their trust and their business




How have businesses made you a loyal customer?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Why the Human Touch is Still Key to Customer Experience & Loyalty
Do’s & Don’ts for Irresistible Customer Experience Loyalty

©2017 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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2 Responses to “We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv”

  1. Khalid says:

    Hi Kate,

    Wonderful question every customer oriented company should ask themselves.

    I’ve been with OSN for more than 10 years and all I got for this loyalty a drop in channel lists and forced package upgrade because the one I had is no longer offered!

    Regards,
    Khalid

    • Kate Nasser says:

      And your experience Khalid is shared by millions of people in countries around the globe! Maybe if we keep speaking out against this bad experience, more will speak out and service providers will change. Thanks for your personal contribution here.
      Kate

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