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Someone buy Sprint already. Sprint Terminates High-Maintenance Customers (HT, John): “We have to be able to quickly and efficiently serve customers,” said Roni Singleton, a Sprint spokeswoman. “And when we are unable to consistently solve our customers’ problems it results in a lot of frustration and longer waits for other customers. So after looking through our records, we were able to determine that there were customers who we couldn’t meet their current needs.”  Translation: It really isn’t about customer service.  When we cannot process customers within our time guidelines, we simply axe them.  Let’s hope HMOs don’t follow suit.

5 comments… add one
  • missedexit July 9, 2007, 12:10 PM

    Wow, what a business policy, kind of like a twisted survival of the fittest of customers?

  • John July 9, 2007, 12:26 PM

    I’m going to write about it in more detail on the group marketing blog tomorrow, but yeah… dumb.

    The thing is, sometimes there are customers that really do need to be “fired.” When I worked for a company that had a low end web hosting business (equivalent to what GoDaddy and such do now) I saw what a rat’s nest that was – $10/month customers complaining because of their own errors, etc.

    But this doesn’t seem to be one of those cases.

  • Blair July 9, 2007, 1:16 PM

    Insurance companies have been doing this forever.

  • Christopher Johnston July 10, 2007, 11:08 AM

    Bad timing if you ask me. Wonder how many of their former customers are now happy iPhone owners?

  • Maitri July 10, 2007, 1:00 PM

    Chris, funny thing is the post at John’s started with the statement that some (like me) will not get iPhones because we’ve had bad experiences with AT&T/Cingular and like our current service provider.

    Now if Verizon will rewire to occupy the requirements of the iPhone and offer it, I will happily acquire v2.0 in the future. Of course, any major phone release that doesn’t offer ease of internet access is doomed to failure.

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