Thanks, that doesn’t work for me
October 31, 2008 by Mary Ellen
Put this phrase in your customer service vocabulary and practice saying it like you mean it.
I like discussing customer service problems with someone who can do something about them. So, when I received conflicting messages from The Wall Street Journal, I called the subscription department and then the Vice President of Circulation Marketing, Lynne K. Brennen.
VP Brennan returned the call in less than 24 hours, making her service impressive in my mind. She heard my story (I’d gotten a special offer of $99 while at the same time receiving a renewal subscription notice for $349 due.)
She agreed with me: the offers were confusing. She told me the introductory one was off the table as of December. The call was pleasant and professional but Ms. Brennan’s response was firm: the offer no longer works for WSJ and is gone forever as of December 31, 2008.
The special offer: Professional Courtesy Discount.
- Term: 52 Weeks.
- Newsstand plus Online Rate: $729.
- Your Professional Savings: $630.
- You pay just $99. (NOTE: This was my offer. My husband received the same offer earlier in the year.)
The regular renewal:
- Term: 52 Weeks.
- Annual Renewal Newsstand Price: $610.
- You Pay $349.
- You save 43%.
Dear Mary Ellen Merrigan,
I believe that a publication, however well respected, is only as good as the readers it attracts. Therefore, it is important to me that we maintain the readership of leading professionals such as you.
Your subscription to The Wall Street Journal is up for renewal, and we have not received your renewal instructions. If you have sent them, and they crossed this letter in the mail, thank you!
But if not, I urge you to respond now so you can extend your subscription for another year at an incredibly low rate — saving you 43% OFF the newsstand price.
I look forward to hearing from you, and continuing to count you among our valuable subscribers.
In fairness, I should note that VP Brennan promised to send me yet another WSJ offer which discounts slightly ($100/yr) based on a two year renewal; like many customer service promises, it never happened.
Still, I rated this customer service experience better than most until I did one more online search. In addition to the two prices mentioned here, a third Wall Street Journal option exists. Now, I have less respect than ever for the esteemed paper.
Bottom line: Thanks, Ms. Brennan. It no longer works for me to subscribe to your publication.
I won’t be renewing because I have too many things to read, I can get this information other places and most importantly, I no longer feel that the value I receive matches the price I pay.
Even though The Wall Street Journal packs a punch, I believe the discrepancy in offers is too big and, as a professional, I can only vote with my money.
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