Up a bit
Graham Hardy
Providing customer-led support to any business that cares about its customers
Call us old fashioned, but we take a regular lifestyle magazine on subscription. We’ve just received a letter increasing the cost, but the language, unsurprisingly from journalists, is a work of art in avoiding using the words ‘increase in price’.
We have the phrases: ‘we want to provide the best experience for our subscribers’, we’re continuously investing to bring you more’, ‘commitment to delivering trusted service’ and ‘maintaining ongoing quality’; as the softeners.
Then here comes the crunch: ‘we’re making an adjustment to our pricing’, gosh might it go down? No, ‘you will move to a new rate’ ends any hope. And the increase is 16.7%, bit steep.
Are you being concise and honest with your customers when you’ve got difficult things to tell them?
I consult very selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers and treating them well.
Graham Hardy Consulting
Mobile: +44 (0) 785 012 3315
Email:?[email protected]
Website:?https://grahamhardyconsulting.co.uk
Retired
3 个月We had a very local post office here in Singapore. Literally on the ground floor of our housing block. It closed two months ago. They put a flyer through the door announcing it as a further effort to improve our services. We now travel 2km to get to a post office which has no more services than the one that closed.