It’s not only what you say, but sometimes what you don’t say, that irritates your customers.
Similar to poor communication, a lack of communication can also be damaging if you’re trying to maximize positive customer engagement. Case in point: my gym, Planet Fitness, just dropped a dumbbell and they didn’t say excuse me.
Here’s what happened.
When I signed-up for membership a little more than one year ago, automatic monthly billing was set-up via card credit. I haven’t had any problems. The process has worked fine.
Last week, my credit card on file with the gym was deactivated due to fraud concerns. Once I received the new card, I made a special trip to give the gym my new card number. I figured it would be easier and faster to handle it in person rather than calling by phone.
It was neither. To my surprise, I was informed that Planet Fitness no longer offers billing by credit card. I was told that, based on a recent change, payment is now only allowed via checking account direct withdrawal or debit card (seems the same to me). Continue reading