Customer Service Is Easy - Part 2

Shortly after moving from the UK to Florida I set out to find my local Blockbuster with my wife. There was one about 5 miles from our home and as avid movie watchers we signed up. At the time I was asked whether I wanted 6 free issues of Sport Illustrated as a signing on bonus. As a huge sports fan I agreed and left very happy with the deal. Shortly after that I got my first copy and then after that a letter. The letter thanked me for signing up and advised me that my credit card would be billed accordingly after the 6^th issue for ‘my convenience’. I was livid that I had fallen for this ploy as I was not told at the time that I would be billed afterwards and that an opt out was required.  I spent the next hour trawling websites trying to work out how to cancel my subscription. Eventually I managed to do so and sent an e-mail registering my disgust and also advising that I would not be using Blockbuster or Sport Illustrated again.  About the same time I was being advised by several people to try Netflix. I was told that they had great customer support, huge stocks to choose from and lightning delivery. I was reluctant but decided to go for the special, offering me 3 months free with apparently no catches!  By the end of the trial I was delighted, all films arrived when advised and there were no late fees which is great for somebody that is terrible about knowing which film to watch and when. A life coach that procrastinates and can’t make his mind up from time to time, wow! Whatever next?  Needless to say I continued my subscription and it all went without a hitch until last month. I got a warm e-mail from Netflix telling me there seemed to be a problem with my credit card. It was a UK card that I had been using that I had recently cancelled forgetting this payment was still scheduled on it. I immediately logged in and changed my card details to reflect my US card. I then got a follow up e-mail thanking me for dealing with this so quickly. 

My experience with a lot of large US companies is that when you don’t pay them for one reason or another they shift into attack mode. They want their money immediately, they don’t care what the reasons are that it hasn’t been paid and if you don’t cough up they are going to hit you with interest. I have had that scenario happen to me twice and both times it was the fault of the large corporation and not mine but on neither occasion did I even get an apology.  So the Netflix approach gives me confidence again that to be big, to be a market leader and to be successful does not requite you treat your customers like they are something you almost stepped in and that in reality customer service is easy, if you want it to be that is.

Enjoyed this post? Please share it!

Digg it | Stumble it |

 

Comments are closed.