Are You Asking The Right Questions?

I’ve finally purchased a home and one of the (many) unexpected things I have to do involves transferring my utilities. My power company makes it very easy – all I have to do is go online and arrange for the start date at one address and the stop date at the other. (Thanks Reliant)

With my cable company, my husband and I have been considering switching to a different company, since my bill has gotten completely out of control. I joined the customer service chat with my current provider to get details on how to turn off the service, if we chose to do so. The person I chatted with was very helpful and I was very honest with her about what we were considering.

She gave me all of the information, let me know about when I would be billed again and how the bill would be prorated should we chose to disconnect our services. She forgot one very important thing – she never asked me why I was planning a switch of services. There’s a good chance that with the right price, I could have been persuaded to stay with them a little longer.

My reason for wanting to leave is the steady dollar or two rise of my bill over the last few cycles, which can add up fast. This representative failed to ask me one very simple question – Why is it that you are looking for a new service? It’s very important when a customer calls you to cancel or close their service you ask them why they are interested in discontinuing their services.

Even if you can’t retain the customer, they might be willing to give you some insight on how you can improve an aspect or two of your company. Are you asking questions when your clients call in to cancel services? Do you think it’s important to find out why they are leaving and going to another brand? What do you ask them instead?

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