Thursday, December 20. 2007"Sometimes You Just Need To Cull The Herd"John Linton Some time in the early 1990s that line, which has stayed in my mind ever since, was spoken in a Las Vegas 'show room' by a comedian I'd never heard of at the time called Dennis Miller. He was the back up act to a much better known, at that time, female comedian called Rita Rudner whom Annette had wanted to see. www.quotationspage.com/quotes/Rita_Rudner/ www.brainyquote.com/quotes/authors/d/dennis_miller.html
I wonder if by 'losing' 600 customers life would be more pleasant in 2008 - both for the customers who express their unhappiness in such inappropriate ways and for the support and other staff who are on the receiving end of their abusive tirades? It would in fact be a true kindness to ensure that these, very few, people who are so unhappy with such a trivial aspect of their lives (an internet service) are helped to put an end to their misery by forcing them to take the one action that will solve all their problems - moving to another ISP of their choice and getting the perfect service that they have been at such pains to point out to Exetel isn't being delivered to them by Exetel and endangering their health by working themselves up in to a wild frenzy of anger and bitter vituperation. A bit like a vet being forced to put down an animal who has so badly been injured no vet can fix the problem. Meanwhile the other tens of thousands of Exetel users who apparently don't find the exact same service so unusable and anger producing will be able to continue to use the service without being made to pay the additional costs caused by such people. WIN - WIN - WIN for everyone concerned....and a sensible way of 'protecting' nice support people from being subjected to the total cr** that some unhappy customers seem to believe it is their "right" to subject people they've never met to. Surely someone so unhappy that they become incredibly abusive would see the simple solution of moving to another provider? ....now where did I hide that Ruger? Trackbacks
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The current bullish outlook for the Australian economy suggests that there is no shortage of customers.
There is, however, always a shortage of good profitable customers. Your unprofitable clients could be another company's opportunity. Comment (1)
"So in Exetel's case that would mean that some 600 to 1,800 of our current customers aren't worth having"
Typo there, unless 1/3 of your customers are not worth having Comments (2)
..and yet sometimes those "more demanding" customers present problems worth solving and issues worth addressing.
Comment (1)
...that could be true.
However I'm referring to those, mercifully very few, customers who would best be dealt with using a blunt instrument on a dark night. Comments (3)
ummmm....that would be true if Exetel had 5,400 customers.....but.....
Comments (3)
Sprint did something similar not too long ago.
http://www.theinternetpatrol.com/sprint-cellular-disconnects-customers-who-call-sprint-pcs-customer-service-phone-number-too-often There's bound to be a bit of fallout if you cull some users, probably on the basis of 'we were doing what our plan allowed us to do.' Perhaps that's a fair complaint? My guess is that if you want to cull some clients, you'll need to have quite specific / quantifiable reasons to do so, and have those conditions covered under the terms that they sign up on. The other workaround is simply to make fun of said customers behind their backs to lessen the annoyance .. just don't get caught! Comment (1)
I had something like:
1) People who used fould language. 2) People who make spurious complaints and ointless assertions 3) People who we can't satisfy because they're unreasonable. ...things like that. Comments (3)
Dumping all the people who continue to use the service, yet tell many to stay away because of this and that. Maybe relieving them from their misery might be a good idea.
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