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Don't Block the Exit [The Customer Code Series]

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This post is part 10 of 11 in a series on the HubSpot Customer Code.

If you want to see an otherwise calm and collected person switch to blind rage, ask them about a time they tried to cancel a service.

Ask me about my attempts to cancel cable.

My colleague’s gym only allowed cancellations if you showed up in-person, during business hours.

And don’t even get me started on the nightmare of cancelling magazine subscriptions.

We’ve all had these experiences. They are universally loathed, and we remember them — and still get angry! — one, five, even 10 years after they have happened.

But there is often a gap between what we know as a person, and what we do as a business.

Recently our COO, JD Sherman, told me about a meeting he had with one of our customer success managers. She was nearly in tears as she told him about a customer she loved working with, who also loved working with her. They’d had a long and successful relationship together. But they were in a difficult situation as a business and needed to........

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