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...finding out about your concerns... That's the benefit to the service provider. What's the benefit to the service consumer? The point at which a user cancel

...finding out about your concerns... That's the benefit to the service provider. What's the benefit to the service consumer? The point at which a user cancels a service is the last chance a service provider has to end the relationship on a positive note. The provider might earn a little more goodwill, and the consumer has a frustration-free experience. Match.com wanted a whole herd of information when I cancelled. The information I typed in was complete fabrication. As such tactics gain popularity I suspect more people will balk at it, making it a net loss to the service provider. Being nice to your customers is called win-win.

true_religion 13y ago
I was countering the notion that premium services don't do this. Also, Match.com isn't a premium service. Real personalized match-making and concierge service (they'll take care of everything involving the first few dates) is a premium service and the pricing starts at $10,000 and only goes up from there. If you want to join up with a premium matchmaker, you need to have a phone call and at least an hour consult. If you want to quit, you need to call in---there's no automation at all. For another example.... When you hire a corporate lawyer, it takes a phone call to engage their services, or cancel their services. Their goal isn't to make the threshold to complete an action easy, their goal is to be the best representation your money can buy. If you go to LegalZoom.com for your incorporation services, it ought to be expected that you can cancel with a click of a button.
- Spearchucker 13y ago
  I understand what you're saying, but disagree (up-voted your clarification anyway). If I'm paying $10k for a service, I'd especially expect a one-click opt-out or cancellation (assuming that's possible contractually). So the point here is that more I pay the more I expect to interact with a provider on my terms. Think about it. Rich people don't have time to fuck about. If they've an assistant who does this for them then that assistant shouldn't have to divulge personal reasons on his or her employer's behalf.
  - true_religion 13y ago
    > If they've an assistant who does this for them then that assistant shouldn't have to divulge personal reasons on his or her employer's behalf. Well in my experience, you're not forced to divulge anything. You're just asked a couple of questions, and they do try to change their service (within reason) so that you won't leave. But if your heart is set on leaving, and you don't really want to interact... you can just say so, and they'll let you go albeit with a sad sound to their voice.

true_religion 13y ago

I was countering the notion that premium services don't do this. Also, Match.com isn't a premium service. Real personalized match-making and concierge service (they'll take care of everything involving the first few dates) is a premium service and the pricing starts at $10,000 and only goes up from there. If you want to join up with a premium matchmaker, you need to have a phone call and at least an hour consult. If you want to quit, you need to call in---there's no automation at all. For another example.... When you hire a corporate lawyer, it takes a phone call to engage their services, or cancel their services. Their goal isn't to make the threshold to complete an action easy, their goal is to be the best representation your money can buy. If you go to LegalZoom.com for your incorporation services, it ought to be expected that you can cancel with a click of a button.

Spearchucker 13y ago
I understand what you're saying, but disagree (up-voted your clarification anyway). If I'm paying $10k for a service, I'd especially expect a one-click opt-out or cancellation (assuming that's possible contractually). So the point here is that more I pay the more I expect to interact with a provider on my terms. Think about it. Rich people don't have time to fuck about. If they've an assistant who does this for them then that assistant shouldn't have to divulge personal reasons on his or her employer's behalf.
- true_religion 13y ago
  > If they've an assistant who does this for them then that assistant shouldn't have to divulge personal reasons on his or her employer's behalf. Well in my experience, you're not forced to divulge anything. You're just asked a couple of questions, and they do try to change their service (within reason) so that you won't leave. But if your heart is set on leaving, and you don't really want to interact... you can just say so, and they'll let you go albeit with a sad sound to their voice.