The break up mess up

Friends,

Nothing lands more tone deaf than a professional services company calling for the 5th time to try and get you to reactivate services. Especially when you have told them 5 times you cancelled because of terrible customer service.

Pulling out all the stops AFTER the relationship ends, is like being in an abusive relationship, where your partner sweet talks you once you pack up and move out.

If you are a business that spends more time wooing people back then keeping them happy, you won't have good referrals or happy customers.

Spend your effort IN the relationship, not once it ends.

One of the best things you can do as a brand (or a human) is to take stock of the following questions on a regular basis:

1. How often are things souring?

2. What are the shared concerns people voice?

3. What is the most common reason that things end?

4. What can I do about it?

If you want to reactivate a relationship - of ANY type, try a phone script that goes a little more like this.

"Hey Karen. I've heard you left because of customer service complaints. We understand. We actually raised specific issues 1, 2, 3 to the team and I want to tell you what we are doing to rectify it.

You then explain how each issue will be addressed.

Before you ask for trust, you earn it, by telling the customer they can experience the new services in the future if they want to give us another chance. But reiterate that you don't expect it, and you just want them to know you've learned.

Take ownership when you mess up. Make the changes needed. Express to others that their feedback got implemented.

That is how you turn around a relationship.

And you can apply that to both life AND business.

Karen