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This seemed like the best place for this, if not please move it.
I was reading Antisocial_Worker's thread on being accused of racism (http://www.customerssuck.com/board/s...d.php?t=110612) in an apparent attempt to get free stays and Wolfie's excellent advise about "firing" unprofitable customers. And this gave me an idea.
Management finally wises up that some customers aren't worth keeping. When a complaint is filed it is looked at carefully:
Has this customer filed complaints before? And if so are they excessive?
Do the complaints seem valid or just a way to get freebies?
Did the staff send prior notice that a bogus complaint will be coming their way? (It would help if the staff immediately forwards notice that a complaint may be forthcoming and give their side of the story.)
It's important that in the "he said - she said" argument that staff is believed over the customer.
If the complaint is valid then ok, if not then the customer's record needs to be carefully looked at:
Filing too many complaints?
Making wild accusations?
Getting too many freebies?
Not doing enough business with company to insure a profit?
If any or all of the above then sucktomer gets a letter suggesting that since it appears obvious business cannot satisfy them it would be in their best interests to go elsewhere. If on the border of being unprofitable then a letter suggesting the same and implying that if the complaints continue then they will be asked to move along.
*****
Yeah, this is going to happen - NOT! Management has $$$ in their eyes and no customer is a money pit. And they'll believe the sucktomer over their own people.
Still, it's a nice dream...
I was reading Antisocial_Worker's thread on being accused of racism (http://www.customerssuck.com/board/s...d.php?t=110612) in an apparent attempt to get free stays and Wolfie's excellent advise about "firing" unprofitable customers. And this gave me an idea.
Management finally wises up that some customers aren't worth keeping. When a complaint is filed it is looked at carefully:
Has this customer filed complaints before? And if so are they excessive?
Do the complaints seem valid or just a way to get freebies?
Did the staff send prior notice that a bogus complaint will be coming their way? (It would help if the staff immediately forwards notice that a complaint may be forthcoming and give their side of the story.)
It's important that in the "he said - she said" argument that staff is believed over the customer.
If the complaint is valid then ok, if not then the customer's record needs to be carefully looked at:
Filing too many complaints?
Making wild accusations?
Getting too many freebies?
Not doing enough business with company to insure a profit?
If any or all of the above then sucktomer gets a letter suggesting that since it appears obvious business cannot satisfy them it would be in their best interests to go elsewhere. If on the border of being unprofitable then a letter suggesting the same and implying that if the complaints continue then they will be asked to move along.
*****
Yeah, this is going to happen - NOT! Management has $$$ in their eyes and no customer is a money pit. And they'll believe the sucktomer over their own people.
Still, it's a nice dream...
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