Familiarity may just breed contempt

We all know the old saying about familiarity, but I have been thinking about it differently based on a conversation I had last week. I was canceling a service to which I’ve subscribed for a number of years. The customer service rep kept telling me, “You’re part of our [X-company] family.” She even asked, “Did you know that? That you’re part of our family?”

Okay, here’s the thing. I already have a family — and it doesn’t have anything to do with a subscription service whose utility is outdated and expensive. Telling me that I’m part of your family won’t convince me to keep paying for a service I don’t want and don’t need.

Having said that, I do find that some of my customers become like family to me. They are loyal customers with whom I’ve established a personal connection. Unlike the above-mentioned conversation, they are real people with whom I have real interactions.

Don’t insult your customers by calling them “family” if you don’t interact as a family would. Really, it’s just too familiar. Which brings us back to what that breeds…

#SmallBusinessResources #Entrepreneur #CustomerService #smallbusinesscustomerservice #BusinessImage

0 views0 comments

Recent Posts

See All

Where to Find Us

Iowa Western Community College

2700 College Road

121 Ashley Hall (Park in Ashley Hall Visitor Parking)

Council Bluffs, Iowa 51503

712-325-3350

Sue Pitts - spitts@iwcc.edu

Michael Mitilier - mmitilier@iwcc.edu

Follow Us

  • Black Facebook Icon

Funded in part through a cooperative agreement with the U.S Small Business Administration (SBA). All opinions, conclusions or recommendations expressed are those of the author(s) and do not necessarily reflect the views of the SBA