After 10 years, I left Register.com as my registry agent for all my sites last week because I was tired of paying $35 per year for each URL instead of the $10 per year that GoDaddy charges (and it doesn’t even have anything to do with Danica Patrick). I was sick of wasting $25 a year for the same service. I informed Register.com and like so many other companies (like Vonage), they offered me a deal to stay:
“We are saddened to see you go and would like to offer you an exciting offer to remain a Register.com customer. Renew for only $15.95 when you use Invitation Code: RENEWEDX today. Doing so will provide you with peace of mind that your domain name is safe with a company that offers free live phone support 24/7 and is here to help you build your business online.”
Why didn’t you cut my price when I was a loyal customer for 10 years? Why did you charge me double what the street price was for registration instead of the market price? Were you trying to milk me as a lazy customer? Guilty as charged!
One of my pet peeves in customer service is when I leave a company and they then offer to cut their price to keep me. This makes no sense at all. I understand why they offer special deals to new customers (to get them to switch), but why offer me a discounted price when I leave? It just makes me angry!
It is a hard thing to do, but we need to offer our customer market rates on our services and products. If you try to “milk” them at a higher price without adding more value, they will leave you…and there will be nothing to you can do to get them back!
Has this happened to you? What do you think of these tactics?