A lady in America lost her father to cancer.
His old telephone supplier are chasing her for the £300 he owes them (since he died), despite the fact that she has no legal obligation to pay.
She is, understandably, a tad upset.
Innovative things that they could have done instead:
- Apologised profusely and cancelled the bill
- Sent the lady some flowers with their condolences
- Offered to let all the other utilities know
- Lent her a free phone for a month so she could make all the funeral arrangements
Of course all these things cost money, but given the choice between a seriously pissed off woman and a tragically bereaved lady telling her friends about your compassionate service, why wouldn’t you invest?
The only excusable way to lose a customer is because they die. That is the ultimate customer relationship. Why spoil it then?