Q.2 response to b2b client?

Question

SCENARIO 2:

A paid member joined due to the sheer pressure of one of our agents. But being a typical Chinese having very poor communication skills and proper understanding of the Internet he could not get the maximum benefit out of this membership. That was because he was not internet savvy, he had not completed his profile, posted products or activated his sell offers. Now his membership is about to expire and the case has been forwarded to you.

Question:

Should we force such a person to continue membership with us from a moral perspective? If yes then how do you think we can retain such a person?

Consider not to use techniques such as the conventional discount, fee waiver or extension of service for another 6 months.

Answer 1

Homework.

I find the Chinese comment not only poor but in bad taste. I know a lot of Asians and to slander them with a comment like that is simply racist.

Answer 2

When I started out in internet marketing, I often found myself over my head when I joined sites or ordered products that were designed for someone with more working knowledge than I had.

In your situation, I would first find (or create) something that can help him bring his skills up to speed and offer it to him. If he's a member of your site, he must be trying to break into internet marketing.

If he's not the only one of your members in this situation, I would also take a good look at the program you offer. What can you do to make your site more user friendly? Can you offer a coaching program for newbies? How about a starter manual? Create something that covers even the most fundamentals of how to get a domain name and where, build a site, or whatever your members need to do. It's easy to assume the members of your site have the same skills that you do, but this may not be the case at all.

Lastly, if you can't salvage your relationship with him, it's best to let him unsubscribe. Aside from the possible legal aspect of forcing someone to continue as a member, it's just bad business. A happy customer may tell 10 people about you. An unhappy person will more likely tell 100 and it won't be pretty. If he decides he's been scammed (true or not) there's no shortage of forums and places for him to tell the world about his bad experience.