VV #025 | Stop losing clients!
A personal story that taught me the importance of post-CX/UX conversion.
This is why many people stop buying from you.
I wanted to share something with you. If you are selling high-ticket services or products, hear me out.
Client experience matters a lot. When you close the deal, it doesn't end there.
Three weeks ago, my husband gifted me a $4,000 ring for my daughter's birth, so it had a lot of meaning to me.
The ring was too big, and they needed to reduce the size. They told us to come back after a week but, of course, they needed our credit card number. ( they took the money the same day)
After a week, we went back, and they told us that the ring had not yet been sent out and that it would take 4 to 6 weeks to receive it back. I was already upset since they hadn’t informed us about this delay.
And we said ok.
After 2 weeks, they called us, saying, "Hey, by the way, you have to pay an extra $86 for the ring to be resized."And that was the moment I said, "I want my money back."
For $86, they lost a $4,000 sale and a recurring client. And it was not about the money!
I will never buy from them again. Why? Because they didn’t set expectations. They thought they had closed the deal, but a deal is not closed until the client is happy!
Last but not least, they wanted to offer me a bonus instead of my money and even said that I didn’t understand what they had said (because we are Italians), which is very offensive.
For me, this was a big lesson on how important it is to keep your promises and set clear expectations, no matter the language you speak.
Post-conversion matters significantly! It is more difficult to find new clients than to retain existing ones.
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OMG... a really silly way to loose clients. Plus, for a 4k ring I would never ask 86€ to fix the size, I mean, really? Or, at least, explain this BEFORE. As you said, the issue here is that the client wasn't properly informed and prepared and got only delusion after the deal.