A former manager of mine once told me that how efficiently a company handles paychecks and expense report is a good barometer of how they treat their employees. I’ve found that to be true throughout my career, but I’d like to add a corollary to that saying that goes like this:
Take Netflix for example. This is a company that is known for its excellent customer service. I once mailed a DVD that never made it back to them and they didn’t hassle me by making me fill out forms or asking me to pay for the lost DVD. They just took care of it. Look at how their site is designed. It’s user friendly and works the way you think it should work. Few sites work as well or are as enjoyable as the Netflix website. Yet, they make it EASY to cancel their service. It’s not hidden under numerous menus nor do they make me pickup the phone, sit on hold and then have some idiot attempt to sell me a cheaper service. Remember the famous “Cancel AOL” phone call?
One of the worst experiences I’ve had was trying to cancel our TruGreen ChemLawn service. I’d call to cancel yet they’d show up and spray our lawn the next month and leave a bill for fifty bucks on our door. They were terrible and I’ll never use them again.
I wish every company made it easy to cancel service. If I can order service online, I should be able to cancel it online as well. Nice job, Netflix.
Does your company make it easy for customers to cancel service?