Thursday, January 29, 2009

21 Ways to Drive Off Customers

  1. Be surly.
  2. Pop chewing gum.
  3. Ignore them.
  4. Don't even attempt to accommodate their requests.
  5. Follow an obvious script.
  6. Have a confusing web site.
  7. Over-promise.
  8. Under-deliver.
  9. Push costly accessories.
  10. Consider your needs instead of theirs.
  11. Smirk at their questions.
  12. Use jargon.
  13. Pass the buck if they surface a problem.
  14. Be overly familiar.
  15. Get angry.
  16. Never apologize.
  17. Don't treat them as individuals.
  18. Have a phone system that resembles the Berlin Wall.
  19. Discourage complaints.
  20. Overcharge.
  21. Take them for granted.


Larry Sheldon said...

You are confused.

Number 18 is the way you implement the rest of them.

Michael Wade said...


I also neglected to list:

"Keep customers on hold for an hour while a recording reassures them that their call is important to you."