Thursday, February 27, 2014

Not looking for a lecture....I just want to cancel!

Shortly after I became a Realtor I was contacted by a sales person who was promoting software to upgrade and manage your business Facebook page - as a new agent I thought this was a great idea and a wonderful way to collect and manage client information.  It turned out to be an epic fail.  I never used any of the items I was paying for, all I did was use the features on the Facebook page the way I would have always used them, and the client management portion was a true disappointment- it required manual entry of everyone who did not sign up on their own - no importation of contacts.  It was time to cancel.

So, I called to cancel today.  And I received a lecture on 1) how I never used the autopost function - although I discovered it wasn't my style, 2) how although I was concerned with timeliness and content of postings, that should not be the concerns of my posts, frequency was more important that timeliness and content,  3) when I mentioned my website was giving me much more of the functionality I needed, I was informed (without them knowing anything about my website) that the software provided a completely different service than my website (quite frankly, outside of the auto postings, regular Facebook and my website combined do the exact same job), 4) that I hadn't posted since the middle of January, so I wasn't optimizing my social network presence, social networking had the best results (I have read a bunch of other stories lately that beg to differ) and basically I was the one that was failing the Facebook software, and 5) my personal favorite, I said I had also seen a remarkable amount of less posting views since Facebook introduced the new algorithm, but, again, I was informed that I was wrong and that it in fact increased visibility - I called him out on that one, he was looking at my page after all, and what could he say - my views had decreased by over 50% for every post.   Oh man-oh-man.  I was pissed.  Not exactly a way to get me to continue subscribing to the software or even consider doing so again in the future.

I am usually the most polite, courteous, and grateful person on these phone calls, some of these people have it really rough - but I finally had it and stated in no clear terms, "I'm not looking for a lecture, I just want to cancel."  I didn't need to be told all the ways I wasn't using the software - I know I wasn't using it, it wasn't my style, it's wasn't working for me, that's why I want to cancel!  If canceling had been a pleasant experience, I may have referred the program to someone more inclined to use it, but after that call, I will never, ever refer them to anyone again.  What a waste!  For all you sales people out there handling cancelations of this sort, lecturing people who cancel is the absolute worst way to ever get them to consider returning to your product.  Be understanding, don't tell them what they did wrong.  Sheesh. 

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