“What level of customer support do you expect with a free product or service?”
This is the question being asked today by blogger Seth Simonds.
He observes,
“Free†is not a new concept to those with experience in the gratuity-driven parts of the hospitality industry. “On the house†are a patron’s three favorite words. But the staff charged with distributing the free good or services rarely feel the same way. Why? Because people who get free food, drinks, massages, etc. seldom remember to tip. In the moment of “free†they fail to behave like paying customers.
A departure from normal behavior often takes place on both sides of “free.†Consumers, given the chance, take advantage (in the pejorative sense) of promotions. Producers and service providers give a lower level of service because they think it’s enough to simply give something away for nothing.
Companies are not friends. If they give away something for free, it is because they want something in return — your business. “The first one is always free.”
Many companies, though, are run by idiots who think that if something is free, they shouldn’t have to support/replace/put their best into the item. Avoid these companies. They have a cutting-corners mindset that will likely show up in the product itself and even in their customer service for paying customers.
I would be curious to see how a company who was giving something away for free, yet refused to support or lessened support offered , would react if someone were to write a nasty review of the item or service with massive syndication that bridged media outlets. Methinks the company would figure out pretty quickly that a good reputation is more valuable than money.
” A good name is to be more desired than great wealth,
Favor is better than silver and gold. ” – Proverbs 22:1
Photo Credit: Wakest via Flickr