How to lose customers gracefully
In the world of web sites it’s common for a customer to use one company or designer for all their needs - site design, maintenance and hosting. However, from time to time customers will want to take their business to another company for a variety of reasons:
- Poor or unreliable service
- Cost of upkeep is too expensive
- Changing needs
- They just want to move on!
Any decent web design company will let their customers go gracefully and thank them for their business, but not all of them! Occasionally a design company will be stubborn and hold on to the customers assets as long as possible. This not only hinders the customer in their aims but gives the company an even worse reputation.
So why do they do it?
I’m really not sure! Apart from being bloody minded in the vein hope that the customer will stay with them they do themselves no favours by acting in this way. Besides that, if a customer wants to use another service then it’s the customers call, and the company in hand should be looking at why the client is leaving and address any issues that may need attending to.
A case in point
At the time of writing I’ve got one customer who’s trying to migrate their site over to my care. Their current company is really making life difficult by not releasing the domain name, and this is resulting in my customers brand new site launch being delayed. In turn this is not only putting unwanted stress on my customer but it’s also affecting their business plan.
Releasing a domain name takes minutes, sometimes I despair…
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