Recent events in my life has caused me to look over my budget and say, “What can I cut out?”
I made my list of all expenses and I realized I’m paying way too much for something I don’t really need. With coupons and rebates and freebies out there waiting for me; it is pointless to be spending X amount of money to this company every month. I do get money back; but only two dollars and some change. Not worth it in my book! I could make more if I got others to do the same thing. But I tried that when I first signed up and boy was I not good at that! So, for the last three years I had been a faithful customer and it was time to say good bye.
I called them up and proceeded to tell the very nice sounding representative that while I loved the products I could no longer afford them. She responded in the usual manner by trying to convince me that I should keep getting the products. On and on she went about how great they were. I know they work. I know the system works. I personally can’t afford it. So, after a few minutes of back and forth chatting, I put on my firm voice and said, “I have called to cancel. In your terms of service it says to call first. This is me calling first.”
After that she willingly gave me the information I needed, along with how to get back into it without the enrollment fee. I don’t plan on using this company ever again; but it is nice to know that I have six months to get back in without another enrollment fee. How generous!
Why do customer service representatives do that though? Try so hard to get you to stay when your sole purpose for calling is to cancel. I personally feel like a company is listening to their customers when they do as we wish. If we cancel, it may not be because of the company(though there are occasions) but for financial reasons.
While going over my budget and switching everything over to new accounts I found a feature on Netflix that is amazing. Say you know that for the next six months you won’t be able to afford Netflix. You now have the opportunity to put your account “on hold” until you are more secure. How cool is that? I think it is very cool. It made me feel special. That I mattered as a customer. Not to mention the fact that if I had to cancel fully and then sign back up(which I have done!) I would have lost my queue of movies saved up; a whopping 150 movies!
The whole point for customer service representatives is not to lose customers. If someone needs to cancel maybe everyone should adopt the “on hold” feature. I for one will be more likely to return to a company that listens to me then one that tries to swindle me.
What can we do to prevent feeling swindled?
1. Have a “plan of attack” before dialing the number.
2. No matter what, the answer is, “I called to cancel.”
3. Be firm, but don’t get angry. Remember that they use some of the calls for training purposes!
4. If you really can’t handle the person you’ve been connected to, ask for a supervisor and report them for non-compliance.
If you have anymore tips feel free to leave me a comment below; so others may benefit from this article. Don’t get caught up in the “extras” when you can’t afford the main stuff!