A lesson in customer retention

**Mom** · 1st October 2009, 20:11

I have been a client of a local business for 30 odd years and have recently taken my business to his opposition and wont be going back.

I broke my glasses, pisses you off when it happens, particularly when you are blind as a friggen bat and can not read a thing with out them. It is all ok though, I am insured and this is why I pay for insurance

So, I make a call to the business that I have dealt with for a long time, tell them I broke my specs and attempt to make an appointment to get some new ones

So, far so good. Now things are a bit tight financially for me at the moment, read very tight if you will, I can not afford to buy new glasses, but will manage to pay the excess on my insurance claim without too much hardship. I got asked if I was going to claim insurance, I said yes. What is the name of your insurance company? Um, think it is xyz, but I will have to check with my broker. This is when things got tricky, apparently if I am with a broker I have to pay them in full for new specs and get reimbursed by the insurance company, they dont handle broker claims. I did ask again if I had heard correctly, and yes it was confirmed, if I was insured via a broker I had to pay in full, if I was directly insured then no problem at all. I said thank you, I can't afford to pay for new glasses and rang off.

Luckily I now have an option in town. I made a call to the opposition and it appeared to be no problem to them at all. My new specs should arrive anyday

So, being a decent sort of long term client, I wrote and hand delivered a letter to my ex optomitrist and put him in the picture as to what had happened. He rang me, very sorry to hear of my experience. He had interviewed his staff, and they denied saying I had to pay up front for my new glasses, so this was all my problem. Oh, OK! I must have imagined it then, in fact my fantasy extended to taking the time to write to you telling you about it. Sure, that is fine. It is your business after all.

I am lying, it never happened, I must have made the whole thing up. A 30 year client of yours takes the time to tell you why they are no longer one, in writing no less, and you dont think there may be even the smallest bit of truth in what they are saying? Wonder how many more of your clients have been told something similar?

Well he stopped then and thought about it, perhaps I should look into this a bit more? Perhaps he has read my letter after all. In it I suggested he review his policy on accepting broker based insurance claims or take the time to train his staff in how to apply his policy.

There is one quick lesson in how you will not win a client back after fucking up. Sure, support your staff, back them all the way if they are right. Train them well to ensure they are really representative of your business principles. But, if you get a complaint, investigate it. Hear both sides, before you tell someone that took the time to write to you, they are wrong, what they complained about never happened. Then train your staff up a bit more and/or put your client in the grumpy bitch pile

**Laava** · 1st October 2009, 20:16

Ha ha, good one, you go girl!

**steve_t** · 1st October 2009, 20:17

Have u posted this before? I've got wicked deja vu

**Pussy** · 1st October 2009, 20:19

Here's a suggestion for your next correspondence, Mom:

Dear Former Optometrist,
Get a big hairy dog up ya!

Love,
Mom

No, don't thank me.... you're welcome!

**Motu** · 1st October 2009, 20:33

I bet he's having a big sigh of relief and congratulating his staff.The plan worked perfectly and he's off loaded the bitch to that other sucker.There is always two sides to a story.

Is he allowed to defend himself here,or is this a KB bash only?

**Mom** · 1st October 2009, 20:36

Originally Posted by Motu

I bet he's having a big sigh of relief and congratulating his staff.The plan worked perfectly and he's off loaded the bitch to that other sucker.There is always two sides to a story.

Is he allowed to defend himself here,or is this a KB bash only?

Meh, like I said mate, he can add me to his bitch list if he likes, and yes always two sides, in your eyes he was right I guess, I am a liar.

**Crasherfromwayback** · 1st October 2009, 20:36

Originally Posted by Pussy

Here's a suggestion for your next correspondence, Mom:

Dear Former Optometrist,
Get a big hairy dog up ya!

Love,
Mom

No, don't thank me.... you're welcome!

He won't be able to see what colour the dog is dummy...he's blind too!

**peasea** · 1st October 2009, 20:42

Originally Posted by Crasherfromwayback

He won't be able to see what colour the dog is dummy...he's blind too!

I hate to be pedantic (actually I love it) but where was the colour of the dog mentioned? It should have been, as in; "get a big BLACK hairy dog up ya" but not so in this case. I'm sorry but while I agree with your sentiment, colour was not an issue.

**Crasherfromwayback** · 1st October 2009, 20:49

Originally Posted by peasea

I hate to be pedantic (actually I love it) but where was the colour of the dog mentioned? It should have been, as in; "get a big BLACK hairy dog up ya" but not so in this case. I'm sorry but while I agree with your sentiment, colour was not an issue.

You're 100% correct to be pedantic in this particular instance. I'm so used to reading "get a big black dog up ya" that I automatically saw it again. It's also now hairy. I'm (in my defence) also now claiming the blind cunt...whilst not knowing what colour said dog that was rooting him was...would be able to at least tell it's hairy. Braille dog.

**Pussy** · 1st October 2009, 20:51

Braille dogs are more often than not YELLOW dogs, Pete. Get with the game, mate!

**peasea** · 1st October 2009, 20:53

Originally Posted by Crasherfromwayback

You're 100% correct to be pedantic in this particular instance. I'm so used to reading "get a big black dog up ya" that I automatically saw it again. It's also now hairy. I'm (in my defence) also now claiming the blind cunt...whilst not knowing what colour said dog that was rooting him was...would be able to at least tell it's hairy. Braille dog.

As opposed to a 'guide dog' I suppose, which is just as hairy probably, wears green shorts, no bra, is named Bertha and leads you on DOC adventures into the forest. Oh yay.

**doc** · 1st October 2009, 20:54

[
There is one quick lesson in how you will not win a client back after fucking up. [/QUOTE]

I agree but why do they spend so much on attracting new clients thru advertising , instead of looking after the ones they already have ? Sort of feel like I've been used by them sometimes. but I digress . It still makes me feel like a one nite stand .

Aye

**Crasherfromwayback** · 1st October 2009, 20:55

Originally Posted by Pussy

Braille dogs are more often than not YELLOW dogs, Pete. Get with the game, mate!

Talking of colours...what's black and tan...and walks backwards up stairs?

A Dachshund with a hard on.

**Motu** · 1st October 2009, 20:55

Originally Posted by Mom

Meh, like I said mate, he can add me to his bitch list if he likes, and yes always two sides, in your eyes he was right I guess, I am a liar.

I can only hope there is an optometrist forum somewhere where a similar discussion is being held.I believe in justice and a fair fight - it's a pity he is unable to participate in your trial of his business....