As The Led Zeppelin Song Went, 'I'm Gonna Leave You'

As The Led Zeppelin Song Went, ‘I’m Gonna Leave You’

How do some people in "customer service" care seemingly not one iota about it?

A few years ago, I saw a report on CNN that a major retailer had calculated the cost of one of their customers leaving them for good. It amounted to more than $200,000 in lifetime purchases.

$200,000!

It sounded absurd to me at first, until I did some math, based on my own purchases. For almost a decade, I used the same cell phone carrier. That company also provided my cable TV. And my Internet service. A while back, I was having some issues with the company that they refused to fix. So I told the customer service rep on the phone, in essence, “You know what? After we get off the phone, I’m breaking up with you.”

The response? “Uh-huh. Yeah. Sure.” Many times, a customer cools down and puts up with it. Not this time. So I pulled the plug. I took my business elsewhere. I did the math. Over 10 years, I spent nearly $32,000 with this firm. As a consumer, that’s a lot of cash. It would seem to me at some point, someone would wake up.

How do some people in “customer service” care seemingly not one iota about it? I think the answer is, they don’t see how a customer leaving affects their job. If you tell customer service people that if too many customers leave, you’ll lose your job — not as a threat, but rather, a statement of fact — would that have an impact on their performance?

If the company I was doing business with got it right, not necessarily the first time, but on the fifth try, even, perhaps I’d still be doing business with them. Maybe for the next 10 years, they’d get my $40,000 or $50,000 or $60,000.

How can a customer leaving a company add up to $200,000 over a lifetime? It’s not hard to see.

You May Also Like

Will Surging Gas Prices Hurt The Aftermarket?

The jolt to miles driven – a key indicator for the aftermarket – remains to be seen.

Editor's note: This column appears in the June issue of AMN/Counterman.

As of today (June 15), the average price of a gallon of regular gasoline in the United States is $5.01, according to AAA. That’s up from $4.47 a month ago.

Remember the good old days? A year ago (from June 15), the average price of a gallon of regular gas was $3.076 – a great time to fill ‘er up, compared to today.

Online Ordering Isn’t A Fad

Online sales in the automotive aftermarket continue to grow.

What Will the ‘COVID-Era Consumer’ Do in 2022?

The beauty of the automotive aftermarket is that the economic conditions always seem to work in the industry’s favor.

Online Shopping
Right To Repair, Trade Associations And You

In the fight for Right to Repair legislation, aftermarket trade groups can’t do it alone.

Veterans Can Be Heroes Off the Battlefield Too

Veterans bring an incredible amount of value to the civilian workplace, in terms of nontechnical and technical skills.

Veterans and Vehicles

Other Posts

What’s Really Driving The Automotive Aftermarket’s Growth?

NPD’s Nathan Shipley looks at the many moving pieces contributing to the industry’s recent spike in demand.

aftermarket growth
Strength In Numbers

The automotive aftermarket is filled with great people. In fact, many say it’s our strong suit.

Teamwork automotive aftermarket
Never Stop Learning

With so much internet-based training content available, it’s never been easier to expand your knowledge base.

Continuing Education
Welcome To 2035 – What Things Might Look Like

The future is what we make it. We need to start addressing technology now so 2035 becomes a bright future.

Future of Transportation