Re: Another lousy Borland experience

In article <44cd6d99@xxxxxxxxxxxxxxxxxxxxxx>, "Oliver Townshend"
<oliveratzipdotcomdotau> says...
Of course that's a risk, but all I can offer is empirical studies
carried out by respected and well established, large multi-national
companies who found that the benefits of treating every customer
complaint as valid far outweighed the costs of scrutinising every
complaint to ascertain validity before then dealing with those
complaints in the manner felt appropriate to the frivolity/legitimacy of
the complaint or the offensiveness or politeness of the complainant.

There are management consultants out there who recommend sacking customers
that cost too much in support. So obviously these empirical studies have
counterthoughts.

More obviously these management consultants are wrong.

;)

At the very least this attitude has little relevance for companies
engaged in selling products (as opposed to those offering services
and/or able to pre-qualify their customers).


How do you "sack" a customer who has already bought your product?

You can deny them on-going support, which doesn't make them a non-
customer it simply removes the financial cost of supporting them. None
of which does nothing to address the original problem of the intangible
cost that the negative experience that the customer had is incurring
your business.


"Hey, you remember that problem I had with XXX that I bought from YYY
Inc? Well, they never did fix the problem and in the end they just
refused to take my calls. Apparently my complaint was costing them too
much money to deal with!!! Yeah, I know, incredible isn't it!? No, I
don't blame you, I'm switching to ZZZ Inc's product as well."

<shrug>
--
Jolyon Smith
.

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