Holy Cow! Insane Upsell Company. Don't let $$ leave

[M4UNow]

WOW, Ok we all know between Go Daddy and Mike Filsaime it's hard to find better examples of good upsellers. Those two have everyone beat.

However, I recently found an extraordinary one.

I had a cheap little sirius reciever in my Avalanche.
I don't really use it. I had it in there for when my husband would
take my truck occasionly, he loves stern.

So it apparently decided to die, the sirius, not the husband, oh well next time LOL J/K

So I called sirus to say cancel it.
Well not so easy first I got the first guy who says let me transfer you after I told him thing broke take off my plan I still have 2 other recievers.

So he transfers me. Here come the upsells. Guy number two says how about i send you a free radio, I say no, but thank you.
Now says how about I send you one free. I say no. he then saysok new radio and 3 months of free service which is only $21 but still. Holy cow they know once I'm in a new radio and 3 free free months I'll probably stay.

I say no again, the guy is upset.

Oh well.

Moral, is offer your upsells not only when they buy but if they try to leave, cancel a subscription, etc.
Whatever service you got going on offline, online it doesn't matter.
If they want to cancel
offer something for free and they might just stay it's worth a shot.

Hope this may put some dollars that might have left back into your pocket.

Gina Gray

[MaskedMarketer]

Originally Posted by M4UNow

but if they try to leave, cancel a subscription, etc.

that happened to me with my cell phone provider T-Mobile.

I told them I wanted to cancel so they sent me to a cancellation specialist.

I asked them how many mins. I was using a month.... to my surprise the lady flat out lied to me and said double the amount of mins. I actually use!

I asked her if she was sure and this was my account and she confirmed.

I didnt cancel. Next, I hung up and called right back, spoke to customer service, and sure enough, they told me I was using half the amount of mins. as what the cancellation department told me.

I don't believe in lying to get sales, but they sure have a process...

[Loren Woirhaye]

If you want to renegotiate your cel-phone bill just call
and say you want to cancel. They'll put you through a
string of offers, trying to keep you as a customer -
at some point you can stop saying "cancel" and start
saying "I'm listening" and negotiate from there.

[Paul McQuillan]

I have been through this a million times

Nobody wants to lose customers, more so in this economy

[rmholla]

Originally Posted by M4UNow

So I called sirus to say cancel it.
Well not so easy first I got the first guy who says let me transfer you after I told him thing broke take off my plan I still have 2 other recievers.

So he transfers me. Here come the upsells. Guy number two says how about i send you a free radio, I say no, but thank you.
Now says how about I send you one free. I say no. he then saysok new radio and 3 months of free service which is only $21 but still. Holy cow they know once I'm in a new radio and 3 free free months I'll probably stay.

I say no again, the guy is upset.

I got the lifetime subscription to Sirius a long time ago -- after hearing your story I am glad that I won't have to deal with their sales reps.

I love Sirius, the 80s on 8, the NFL package, and now Freedom Watch (which I always catch online) is being rebroadcast on Sirius on Saturday nights (Channel 145 6 PM EST for those who are interested -- I love that show!)


Rhonda

[Scott Ames]

Efax does this too and it works. Cancel, and they offer 2 or 3 months free or discounted. Say yes.. and you'll indeed get free service for a time. They know that you'll likely forget to cancel again or decide you need the service after all. It does work.

Carleton Sheets used to refund 1/2 the price of his course when you called for a return authorization. The course was something like $160 and you got $80 in the mail if you simply kept it rather than returning. The problem for him was that it was communicated all over the internet how to get the course for 1/2 price and I'm sure many people that wanted to keep it tried the refund route to getting it cheaper.

[George Wright]

Way back when, if you signed up for a free trial of AOL they would never let you cancel. They would just extend the free trial every time you called in to cancel. Once you figured out that you really "needed" all this newfangled Internet Stuff like IM (Instant message) email, etc. they had you.

George Wright

[Scott Ames]

Originally Posted by George Wright

Way back when, if you signed up for a free trial of AOL they would never let you cancel. They would just extend the free trial every time you called in to cancel. Once you figured out that you really "needed" all this newfangled Internet Stuff like IM (Instant message) email, etc. they had you.

George Wright

Oh yes.. I remember this. They were brutal when you really did want to cancel. It was almost impossible to get them to let you go.

[Marty S]

"I love Sirius"

Never going back to FM. Sirius rocks.

[Joseph Then]

Learn from McDonald's, they upsell only ONCE. ("Do you want an upsized meal?")

[Pipinscott]

Truely, listen to this...we learned to upsell from McDonalds "would you like to super-size that? Would you like an apple pie?" And now we learn how to bonus to keep a customer from a service that sells radio waves which used to be free (except to advertisers).

I wonder if cable and sirus have the same 3 to 5 month turn around that internet memberships have...

[George Wright]

Brutal is the word Scott,

I wasn't into IM then so I rarely checked my PayPal account. AOL dinged it for over $100 AFTER I cancelled. For some strange reason PayPal, paid it and then froze my account for being overdrawn. When I tried to send the money the regular way (have a friend paypal me the money), PayPal wouldn't let me, I had to mail a check.

I was going to "fix" them all so I closed my PayPal Account only to realize that I needed it to do IM. So I opened another one and have lived happily ever after. But those early days with AOL were as you said Brutal.

Originally Posted by Scott Ames

Oh yes.. I remember this. They were brutal when you really did want to cancel. It was almost impossible to get them to let you go.