1000 customers - A lot of people are mad at Sprint/Nextel for dumping 1000 customers for complaining too much about their lousy Sprint/Nextel service. I’m going to write a post about this on Webmetricsguru as well.
Sprint Nextel (S, news, msgs), which ranked at the top of MSN Money’s Customer Service Hall of Shame in April, apparently didn’t appreciate when people called their customer-service lines to voice complaints, The Wall Street Journal reported Saturday. So the company told those unhappy customers to hit the road.
“The number of inquiries you have made to us . . . has led us to determine that we are unable to meet your current wireless needs,” Sprint said in its letter.
There are TONS of reasons to complain about cellular telecoms, in particular in America !! Talk about shooting the messenger!
So its not like somehow Sprint Nextel was on the high ground, with perfection in network coverage and no drop-outs and no revenue leakage and perfectly operating services with transparent billing and advice-of-charge and no locked features on phones, etc. There are TONS of reasons to call. And if you are in a bad coverage area, you may be inclined to call many times, to report that the problem hasn’t been fixed yet.
Not to mention, that in our industry obviously we are in a time of unpredecented range of new, complex and confusing services - and ever more service providers - and ever more complex handsets - all the more reasons to call up if you want to trial and use new services..
On the other hand, Seth Godin supported Sprint’s right to fire the 1000 customers in Treating different customers differently but then clarified his position in The first thing
Before you start firing customers, you better be committed to satisfying the rest of your customers. The giant flaw in Sprint’s logic, as many readers have pointed out, is that plenty (almost half) of their customers don’t like them. Getting rid of a nasty group of 1,000 isn’t going to change that very much.
First job: get serious about customer satisfaction.
I’ll write about my own position at Webmetricsguru soon. Like Tomi, I don’t think we get such good service and maybe, even the people who complain a lot, have just and valid reasons for doing so. I’ll go into that in more detail later.
1000 customers - A lot of people are mad at Sprint/Nextel for dumping 1000 customers for complaining too much about their lousy Sprint/Nextel service. I’m going to write a post about this on Webmetricsguru as well.
Sprint Nextel (S, news, msgs), which ranked at the top of MSN Money’s Customer Service Hall of Shame in [...]
