How ill-chosen words can lose you customers

I got this earlier this evening from Network Solutions, headed Final Renewal Notice:

This is your official notification from Network Solutions® that the service(s) listed below will be deactivated and deleted if not renewed immediately. Previous notifications have been sent to the Billing Contact assigned to this account. As the Primary Contact, you must renew the service(s) listed below or it will be deactivated and deleted. Renew Now.

(my emboldening)

The domains and related services don’t actually expire until 9 March, and I hated the tone of the e-mail so much that I’ve transferred the three domains to another registrar, saving some 40% in the process.

If they’d asked nicely, I’d have continued being a Network Solutions customer.

I am no more.

Related posts:

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  2. This Monday’s IT Hell
  3. British Airways knows about putting customers off

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