Very recently my wife, Sid, ordered three pairs of shorts from a large retail company. Two pairs were delivered and one was back ordered for mid-June so she wrote to them and asked where the other pair of shorts were and got no reply. Ten days later she received a letter via snail mail AKA- US Postal Service saying that her shorts we're canceled and her credit card had expired. She tried to reorder them but they were sold out. What I don't understand is why they wouldn't email her to update information and not to mention it wasn't a credit card but a debit card that had enough money in it to buy many pairs of shorts. Ok so they don't want confidential information going around in an email. How about a -Dear Sidney could you call or contact us to update your information or log into our secure site and provide the needed info or....?Oh and she's been a customer for 20 years so she sent them another email suggesting that as a valid customer for so long she deserved much more than being ignored. She gets an email daily from them but they can't respond.
So I understand there may be a few things that are in need of repair here but here's the steps to take in order to get customers to go away, even long term customers. Actually works for any customer that's the joy of this plan.
1. Take their order and don't fulfill it totally. Make sure you get their money!
2. When you can't or won't fulfill said order, come up with a lame excuse. There are so many I won't even try to start one.
3. This is key- Don't respond to emails or if you do, pretend you didn't get the whole message and ask them to re write it. Makes it seem like you care but the average person won't do it. They're already mad with you and this should clinch it. You're almost there and this could be the end but in case they do write another follow up letter, go through to step 4.
4. This one is guaranteed to work and I've never seen it fail. I'm so confident I'm willing to wager you a hefty sum of money if this doesn't get the desired result, which of course is losing customers, that was the goal right?
And here it is-- Ignore them!
So in this day and age of email, secure websites, instant communication, social media and more is there any excuse for this to happen. Not really, to my way of thinking, so it must be they are trying to get rid of those pesky customers. In this case, I think they were successful!