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Tractive - Pride Month Product Pusher Cancels Service for Dog Owner

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IceJad

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A Tractive employee cancelled their dog tracking service for a dog named Bella because the owner retorted back in an email after being pushed pride month merch. What he said? Do your job and not virtue signal. Little did the employee knew that the owner Jonathan Miller is a journalist. He put his experience to pen detailing for all to read. With the exposure the CEO officially wrote back to Mr. Miller apologizing and reinstated their service with a 3 month free service added. Of course being a "progressive" company the CEO can't help himself by emphasizing the company don't share Mr. Miller's views. What a "great" apology (*sigh & groan*).

I always wonder where customer service has gone in "progressive" company. Always want to be in the "right". Your pride means nothing if you have no customers left. I have been personally scolded even when it was the customer's fault. I have never once retaliated back with a passive aggressive remark in anyway. My goal is to ensure the customer is able comply with the requirements so the company can process and begin rendering services. Even if it means I have to humble myself for no reason. Angry customers will eventually calm down and see reason. A lost customer is forever lost (Bud Lite).

Tractive is lucky Mr. Miller didn't take further offense to the backhanded apology. At least he got to be passive aggressive on Piers Morgan. Something I guess.
 
KCfromNC

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IceJad said:

A Tractive employee cancelled their dog tracking service for a dog named Bella because the owner retorted back in an email after being pushed pride month merch. What he said? Do your job and not virtue signal. Little did the employee knew that the owner Jonathan Miller is a journalist. He put his experience to pen detailing for all to read. With the exposure the CEO officially wrote back to Mr. Miller apologizing and reinstated their service with a 3 month free service added. Of course being a "progressive" company the CEO can't help himself by emphasizing the company don't share Mr. Miller's views. What a "great" apology (*sigh & groan*).

I always wonder where customer service has gone in "progressive" company. Always want to be in the "right". Your pride means nothing if you have no customers left. I have been personally scolded even when it was the customer's fault. I have never once retaliated back with a passive aggressive remark in anyway. My goal is to ensure the customer is able comply with the requirements so the company can process and begin rendering services. Even if it means I have to humble myself for no reason. Angry customers will eventually calm down and see reason. A lost customer is forever lost (Bud Lite).

Tractive is lucky Mr. Miller didn't take further offense to the backhanded apology. At least he got to be passive aggressive on Piers Morgan. Something I guess.
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Compare and contrast to how a conservative-leaning company owner who virtue signals against certain minority groups won a case in the Supreme Court allowing them that discrimination and that's a victory for free speech and religious expression.
Conservatives need to be careful what they're pushing for - finding out that the majority of the country disagrees with their views might best be done before pushing even further to allow businesses to openly discriminate against groups they disagree with. The situation mentioned in the OP is merely the tip of the iceberg if that's the direction they keep going.
 
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The IbanezerScrooge

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So... does a business have a right to serve who they wish according to their values or not? What would this customer have done if he took "further offence?" Political views are not a protected class. The customer has the right to not do business based on his views and now the SCOTUS has affirmed that the business has the right to not do business with customers they don't agree with either. That the company even bothered to attempt an apology at all and give any concessions should make the customer feel lucky if they want to continue to do business with that company.

So, what's the gripe here?

EDIT: and just noticed this isn't the U.S. so the SCOTUS ruling means nothing in this instance, but I think the rest stands.
 
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CRAZY_CAT_WOMAN

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This is in Britain. Right? From, what got of the story is he got an advertisement for a pride flag, instead of throwing it away. Like I do, when I don't like buying things, from company. He writes a letter. That was deemed aggressive. And they canceled his service. The boss wants business. So, the boss disagreed with his views, but gives him 3 months of free service. Because the boss doesn't believe in discrimination. And doesn't want negative attention.
 
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IceJad

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Does it really matter which side of the politics you stand on when apologizing? If I was the CEO my apology will be precise and concise not virtue signaling no nothing. Especially in this case where there was a breach in business procedures. You know what I will write back?

Dear Mr. Miller,

I as the CEO of Trative would like to sincerely offer you and Bella our apologies for the termination of your account. We acknowledge our mistake in terminating your account. The termination was not done in accordance with the company's procedures. We have taken appropriate measure to ensure that incident of such nature will not happen again.

We hereby reactivate back your account with an additional 3 month free service starting the next month. We would also like to acknowledge your product preference and would endeavor to promote our product line that best suit you and Bella.

We at Tractive value you and Bella's patronage and are committed to serve you both to our best capacity.

Yours sincerely, CEO

You don't have to throw your values away nor flash them in the face of your customers. You don't have to blame any employee by framing it as the company's short coming. At the same time you show that you understood why the customer was displeased. People might call it boiler plate. It is way better than the current one.

And this is coming from someone who doesn't work in any PR capacity. All you need is to stop stroking your ego and prioritize the company that hired you. Many time biting the bullet is what it's needed to resolve a tense issue. Any manager who tells you the company is bigger than the customer is lying to you.
 
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