On Thursday 27 July 2006 05:48, Peter Machell wrote:
> I don't see any fault in what Thinus posted - just a childish over-
> reaction to a bit of criticism that should have been taken as an
> opportunity.
Too right.
If I had been that Mr Farrell (or whoever he spoke for), I'd have thought "Oh
shit, we have stuffed up!". Three things I would have done immediately in
damage control mode:
1.) Telling Thinus that because the contractual obligations were NOT obvious,
he is not bound by the contract. (" ... we are a honest company respecting
the principles of fair trade ..."). Because he enabled the company to realize
their mistake, he would qualify for a free 3 year subscription though at the
very least
2.) Correcting the web site so that the product descriptions CLEARLY point
out a contractual period - and shutting it down IMMEDIATELY until the mistake
is corrected
3.) Not even thinking remotely about charging any other existent customer past
their initial first year contract - at the most sending them an invitation to
continue their prescription.
Point is that the AMH is a fine product. Most health professionals who tried
it find it very useful, and would of course voluntarily continue subscribing
as long as they continue finding it useful.
What's the point in trying a few marginal dissatisfied customers to a contract
they don't want and that yields peanuts to the company? At the very *best* it
will just give the company a bad reputation. At the worst, it will provoke
major voting with feet of customers with resulting financial losses
Anybody in management not understanding such simple business principles might
be better off flipping burgers or similar less demanding tasks. In my
businesses, practice or otherwise, there would be no employment forpeople who
grossly violate the principles of fair trade and abuse customers
Now, if Mr Farell or whoever is controlling him would simply admit they had a
bad hair day, acted without reflecting first, and unreservedly apologize for
what has happened, we should still all be able to part as friends and maybe
even continue some semblance of business relationship ....
Horst
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