bwagy, the blog of Ben Young

Marketing after the fact should be consistent.

Case in point.

I recently canceled my storage unit at a local storage firm.

As we held a bond and prepaid a month my account was in debit.

Awesome.  At this point in time I was happy with the service, helpfulness of the company.  On my recommend list.

6 weeks later my account has still not been settled even after numerous emails.  They then post a cheque to my old address (even though i explicitly stated when i finished up my address has been changed).

Now they offer to deposit it into my account.  That’s fine.

But

From my perspective.  You have wrecked what was otherwise a positive customer experience.  Do you think I would recommend them again? Doubt it.

Marketing continues after the exchange, it is in the sizzle consumers receive, do not burn a customer because they have switched brands or ended the relationship.  That way they never come back.  Or recommend you.

Tags: 360 degree, post marketing, referrals, word of mouth

This entry was posted on Tuesday, August 12th, 2008 at 6:38 pm.