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Don’t disrespect your loyal customers












By Marc Astley


I’m annoyed and I feel let down.


I thought I had found a company that was authentic and that provided great value for money.


Tempted as I am to name them, I won’t but, suffice to say, they sell quality children’s toys.


I must have spent the best part of £500 with this company over the past couple of years.


In fact, I was so impressed with them that I passed on their details to my sister (who lives 200 miles away) so that she could purchase a Christmas gift for her niece through them.


So far, so good. Until…


This morning, in the post, I received their new brochure and, as my sister had posted to our address, hers arrived too.


At first I was delighted to see that as a ‘loyal customer’ I was being offered a 15 per cent discount on my next order.


But then, in an instant, they lost me as a customer.


Why? Because my sister, who had spent much less than me had been offered a 20 per cent discount!


A classic case of neglecting loyal clients in the pursuit of new business.


I know this has been standard practice for years but, as consumers, we have become far more savvy and this practice simply has to stop.


I have voted with my wallet… and if a company treats you with similar disdain, I suggest you do too.


Meanwhile, if you are in business please don’t be this dumb.