Feb 21 Day 27 - Have you ever had a disgruntled customer?

Last week, in the middle of the tremendous snowstorm in Texas, one of my customers (members, as we refer to them) called me and the first words out of her mouth were, "Can you tell me why I have this LegalShield membership?"

I simply asked her "what's going on?", and she proceeded to tell me that her LegalShield attorneys weren't doing anything for her. She explained her issue and it seemed pretty clear to me why they couldn't help her, but I chose not to tell her that.

Instead, I told the member that LegalShield has no long-term contract and therefore she can quit any time she wants, and go pay $200-$300 per hour for a regular attorney to give her the same advice. This information stumped her for a moment.

Then, the member exclaimed, "Heck no, I use my MemberPerks all the time!".

MemberPerks is a discount program that comes with every membership. It gives our members discounts at over 450 stores and can save them more than they pay for the membership.

"Well, It sounds like you just answered your own question," I told her. I then reminded her of some of the other benefits of having this incredible membership.

When she hung up, she was once again, a happy customer.

Embrace those complaint calls and use them to help your clients understand the bigger picture of the services or products you provide.