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Treating different customers differently

I've gotten a lot of email about: Sprint may cancel your service if you call customer service too often.

Apparently, about 1,000 people got this note. They weren't delinquent in their bills, but they were calling in and complaining approximately 25 times a month.

If you're going to be obsessed with delighting customers, it's a lot more efficient to focus on customers that are able to be delighted. That sounds like a tautology, but it's actually a guiding principle for successful businesses. Hire nice people and attract satisfiable, gabby customers. Why not?

These 1000 people were actually happy to be unhappy. They were unpleasable, and they weren't helping either word of mouth or the ability of the call center folks to do good work.

I think the mistake Sprint made was in only giving people one day's notice. I probably would have given them a month or so... Turns out Sprint even gave them one month's notice.

What would happen if you fired (nicely) the very few customers that take your best effort but rarely appreciate it or spread the word?


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Listed below are links to weblogs that reference Treating different customers differently:

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» Sprint does layoffswith itscustomers from
I read Seth Godins post, and heres my response/opinion: You have to realize that these people were not buying a t-shirt (one-time payment), and then calling in 25 times per month. They were making a monthly payment, and if it was anywher... [Read More]

» Fire Your Customers Like Sprint from Why I FAILED
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» What happened to the golden rule? from Tom's blog
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» Fire the Customer from Property Management
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» Jesus didn't like everyone equally from Leo's Blog
Seth Godin points out [Read More]

» Firing 1,000 Customers from Neil Hernandez's Blog
Last week, Sprint announced that it was going to fire 1,000 current Sprint customers who made too many calls to their customer service. These customers made an excessive number of calls (over 25 per month) ot customer service complaining about [Read More]

» Acquiring customers costs money, getting rid of them is cheaper. from SalesFish
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Amerykańska firma, która zajmuje się siecią bezprzewodową Sprint zerwała umowy z około 1000. swoich najbardziej uciążliwych klientów. Jak pisze Gadgete Wszyscy oni dostali na zakończenie współpracy pismo, informujące, że w związku z lic... [Read More]

» Is Playing the Field Worth Losing the One Youre With? from Standing Out From The Crowd
Stop right there! If you were looking for some “how to improve your love life” article, you came to the wrong place. Rather, I would like to explore how the emotions involved in customer relationships are strangely similar to those you have with yo... [Read More]

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