Unprofitable customers

[greensinestro]

When I worked for Bellsouth, we had a guy down in Boca Raton who was getting free phone service every month. When I first started working in customer service back in 1998, I dealt with this guy a couple of times. Every month, he would call about his bill, stating it was too high and "What are you going to do about it?" In the notes, it was stated to this man that his bill was the same every month, and these are the rates quoted to him. In turn, he would demand a 30 day credit due to him having to call in each month to complain about the high rates. When reps refused, including myself, it would turn into a supervisor call, thereby giving this man what he wanted. When I asked why this was done each month, it was always "Because he could always go to a competitor, and we need to retain our customers."

We also had a lady in Pompano Beach who would call literally once a week, sometimes twice a week, demanding credit due to personal problems caused by other people. One day, I had her telling me that someone had prank called her all night long, and that she should get a credit of two months on her bill because Bellsouth could not do anything about it during the wee hours of the morning. Of course, I held my ground on this, and she hung up. However, later on, after going through five more representatives, someone gave her the two months' worth of credit she was demanding, and it was because again, they were afraid of this customer going to a competing phone company.

In Daytona Beach, we also had the man that had minimal phone service, and each month would call in about a promotion that he made up, saying he saw he could get a complete package on his line free for thirty days. Reps would tell him there was no promo, and of course, he would get it after he spoke with a supervisor. And again, it was because they were afraid to lose his business.

With examples like this, why are managers so afraid of losing someone's business if they are not making any money from them? With the Boca guy, Bellsouth was literally paying this man's bill because he knew someone always caves in to him. The lady in Pompano was just a literal bitch looking to take her problems out on someone else. And the man in Daytona, it turned out, is a rich business tycoon with buttloads of money, but always looking for shortcuts on his phone service by cheating the phone company.

My saying on this let these people go to the competition and rip them off. It's not as if the present company they are with is profiting because these people are getting free service. Don't just blame the phone company for the increase in your rates. Blame assholish, shitty customers like this for it, too.

[friendofjimmyk]

"Because he could always go to a competitor, and we need to retain our customers."

And the man in Daytona, it turned out, is a rich business tycoon with buttloads of money, but always looking for shortcuts on his phone service by cheating the phone company.
:

I'm willing to bet the phone company is not the only people he is pulling this on!

Exactly where are these folks customers? Will you actually be losing anything - no you will be gaining money by losing asshats like these!

[roadside]

I can feel you frustration. No matter how much at fault the customer is, it seems Customer Service cuts off our (insert body part of choice here). We make a decision, explain to the customer why the company is not at fault, and that they signed a contract agreeing to certain terms and conditions. Apparently a contract doesn't matter if you are a habitual griper.

[Becks]

I don't see how these people (especially the first one) can be considered "customers". Don't customers usually spend money, instead of scam businesses?

[SuperB]

If a customer is going to cost me money... I'l escort them to the competition.

[XCashier]

I don't see how these people (especially the first one) can be considered "customers". Don't customers usually spend money, instead of scam businesses?

True, but you're using logic. Corporate never uses logic. They've been brainwashed into believing "The Customer Is Always Right" even when they're dead wrong, or thieving. They'd rather keep a thieving, scamming, bitching "customer" rather than risk bad publicity (yeah, I know, what are they going to tell the newspapers, "Bellsouth actually wants me to pay my bill!"?). It is stupid, yes, like shooting oneself in both feet, but that's how corporate works.

[greensinestro]

True, but you're using logic. Corporate never uses logic. They've been brainwashed into believing "The Customer Is Always Right" even when they're dead wrong, or thieving. They'd rather keep a thieving, scamming, bitching "customer" rather than risk bad publicity (yeah, I know, what are they going to tell the newspapers, "Bellsouth actually wants me to pay my bill!"?). It is stupid, yes, like shooting oneself in both feet, but that's how corporate works.

Good point. "The Customer Is Always Right" in the sense that it is all right for them to steal and rip off their utility companies as well as other companies. How can these people be called customers? A customer is a person who pays for the service they have and owns up to it.

[BookstoreEscapee]

When I worked for Bellsouth, we had a guy down in Boca Raton who was getting free phone service every month. When I first started working in customer service back in 1998, I dealt with this guy a couple of times. Every month, he would call about his bill, stating it was too high and "What are you going to do about it?" In the notes, it was stated to this man that his bill was the same every month, and these are the rates quoted to him. In turn, he would demand a 30 day credit due to him having to call in each month to complain about the high rates. When reps refused, including myself, it would turn into a supervisor call, thereby giving this man what he wanted. When I asked why this was done each month, it was always "Because he could always go to a competitor, and we need to retain our customers."

that's not a customer, that's a charity case. i didn't know the phone company was so philanthropical. ...hey, maybe i can get verizon to pay my bill every month.......

[SCSlave]

"Customers" like these are the reason everyone else's rates are so high. The company is losing money on these morons, so they hike the prices on the honest people that PAY their bills to make up the deficit. So totally unfair. I say "Screw 'em" WHY would anyone want to keep a NON PAYING customer?? I don't get it.

So when these people call in again to complain over the rate hike..tell them it's THEIR fault. It is, essentially.

[evilhomer]

It just goes to show how lazy some supervisors are and how little they do to earn their higher salaries. I certainly agree with the retain customers attitude in priciple. But it's up to the supervisor to study the situation and render a verdict on what the situation warrants. Looking at these files, it would be obvious that it's a scam and the customer should be turfed. But instead of doing this work that is the entire justification of their bloated salary, they lazy out and right it off to "customer satisfaction". Then proceed to justify their salary by reaming out the CSR who was showing an actual interest in the company's profitability.

[Becks]

True, but you're using logic.

Damn it. How could I, of all people, forget "If it makes sense, it's not allowed"????

[Boozy]

"Customers" like these are the reason everyone else's rates are so high. The company is losing money on these morons, so they hike the prices on the honest people that PAY their bills to make up the deficit.

I respectfully disagree.
It is a general rule in economics that businesses always charge as much as possible for their goods and services - that is, as much as the market will bear. If a business knew that a customer would pay, say, $3 for a latte, then that's what they charge. Look at it another way - let's say the company has a good year. There has been no internal theft, no shoplifting, and they have a new policy that gets rid of those pesky, unprofitable "customers". They have cut their expenses in half.
Do they still charge $3 for the latte, an amount which the majority of customers have been paying without complaint for an entire year, or do they "pass the savings along to the consumer"?
If you believe the latter, you are fooling yourself. That's just an old line companies use for marketing purposes.
With that said, entitlement whores still piss me off. It is wrong for companies to reward bad customers for being a complete nuisance, when their good customers pay what they owe without complaint. Companies should reward good customers and give the boot to the bad ones. Not because it is morally right, but because it is good business practice in the long run.

[SCSlave]

I didn't word my reply right. I didn't mean they're the only reason...however I do think they play a part in it...along with the economy and inflation, etc...

If a company is losing profits due to these scammers, they will adjust their rates to make up the deficit. Rates also are increased due to the economy, making our rates higher than what it would be if everyone were paying for the services, not stealing them.

You're absolutely right, the company will not pass along savings to the customers. But I do think they will take from paying customers to make up for non paying customers.

[ISellCars]

It's ridiculous how corporate people think and act. All they see is black and white. It's like, they don't see that there's no money coming in from this customer. All they see is that he's listed on their piece of paper or computer screen as a customer... and if they don't cave in to their demands, that "customer" won't be on their list any more.

And then their boss will want to know why this person left, and no excuse is good enough. It's horse crap, but such is the world we live in.

[Sofar]

True, but you're using logic. Corporate never uses logic. They've been brainwashed into believing "The Customer Is Always Right" even when they're dead wrong, or thieving. They'd rather keep a thieving, scamming, bitching "customer" rather than risk bad publicity (yeah, I know, what are they going to tell the newspapers, "Bellsouth actually wants me to pay my bill!"?). It is stupid, yes, like shooting oneself in both feet, but that's how corporate works.

Here's the thing about that saying, the customers aren't actually supposed to know about it. It's just something boss-men used to tell their salesmen, another saying like, "work smarter, not harder." The fact that the customers actually glommed onto it and started invoking it as if it were a law indicates a certain confusion of concepts in this culture.