Friday, July 4, 2008

Customer isn't always right: When it's time to cancel a customer

We've all heard the old adage "The customer is always right". Although that sounds great in theory, it doesn't work in the real world. We'd all like to help customers as much as possible, but when you spend much more effort helping a customer than the profit you make from the product they're purchasing then it's time to cut your losses.

Cellphone companies have canceling customers down to an art:

You call Sprint too much with complaints and they'll cancel your service. Why doesn't everyone do this? Why keep a customer around that's just going to complain constantly and post messages online saying how much your service sucks? Isn't easier to just cancel the customer so they go online and post "OMG MY SERVICE CANCELED!" just to get a dozen responses of "Really? I've been with them for X years and never been canceled, what did you do?"

So please, all those companies out there who haven't been canceling customers, start doing so. It'll make life easier for everyone.

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