It’s generally accepted in the business world that getting rid of bad/resource-intensive customers is a smart move. Sure, from the consumer standpoint it seems like we’re just being bullied, but we have the right to change companies if we’re not satisfied with our current one, so why can’t a business do the same?
Say that Sprint is making $40/month off a customer that is occupying a customer service rep for 1-2 hours per month. For argument’s sake, say that said rep makes $10/hour. That’s $10-20 per month lost on that customer’s bill. That’s 25-50% of their revenue! Of course they’re going to fire that customer! If they can replace the customer with one that checks their account balance online, making no calls to the customer service center, Sprint has increased their revenue from that customer slot drastically.
One customer quoted in the article says that she only called because of billing mistakes. If this is the case then I agree that Sprint is a crappy company and deserves to fade away as they are. If not, this is perfectly acceptable practice.
Next time you sign a service contract, ask if you can insert your own cancellation fee clause at the end.
83 responses so far ↓
1 Mark@CreditCards // Jul 7, 2007 at 2:52 am
It makes sense to get rid of unprofitable customers, but not if you have them locked in a contract. If sprint wants to let people out of their contracts, power to them.
2 kevin // Jul 8, 2007 at 2:28 pm
I am mixed on this, I have worked in the cell phone industry on the technical end and understand that some customers are a total waste of time.
But how much of this is self inflicted? For every customer I had that was a pain or too lazy to read an instruction manual I would at least ten more that were calling because someone in the store screwed something up or they never had their problem taken care of from the last time they called in.
3 Cade@BusinessOpportunity // Jul 9, 2007 at 12:39 am
I have to say that this is silly. I understand the mentality, but if they are in a contract then you are breaching it. Sprint I am sure is making sure there are no legal loopholes.
4 Comfy - Educational toys // Jul 9, 2007 at 10:31 am
of course companies can choose there clients, but it is not good for business to discard a client because he will talk badly about them and they will get a bad rep
5 Adam // Jul 9, 2007 at 10:35 am
Obviously there are trade offs either way. Some bad PR is unavoidable and still worthwhile.
6 MisterSteve // Jul 10, 2007 at 11:59 pm
I could start a new blog about how often Sprint, Verizon and, more recently, T-Mobile has simply flat out lied to me to get a sale. The reps in the stores must be commission based, or something. Blaming the customers for your God awful service is a cop out. If McDonald’s can put a HOT Coffee warning on cups to keep retards from scalding themselves, then Sprint can take the time to produce easy to understand contracts, instructions and manuals. My two cents.
BTW, if there was a HOT COFFEE label on the cup, would the lady in the lawsuit NOT have spilled her coffee? I mean, I’m assuming the spilled coffee was accidental. It’s not as if I look at a soda and say, ”Well, it’s not boiling hot coffee, so I will pour this into my lap.” Beverages go in your head, not your crotch.
7 Concerned Sprint Customer // Jul 11, 2007 at 3:07 pm
Well the way I look at it now that they have fired these customer, maybe customer’s like me that need to speak to someone won’t have to wait as long now to speak to someone.
THANK YOU SPRINT
8 Elizabeth Jackson // Aug 16, 2007 at 5:26 pm
haha, good point MisterSteve! That is funny…
But I do also think it really just comes down to the individual situation. Obviously some problems are caused by mistakes of the employees, while others are caused by the pure stupidity of a customer. Some customers can be more trouble than they are worth.
9 Derek // Sep 8, 2007 at 11:33 pm
I cant believe that a cell phone company would actuall do this…
I am under a sprint contract and I do not want to stay with sprint any longer,
I think I should start complaning to them.
10 Basement Ideas // Feb 3, 2008 at 12:23 pm
I had a bad experience with Sprint so I fired them before they could fire me!
11 L Pedigree // Feb 26, 2008 at 7:43 pm
This is a fantastic post. I love your blog check out my financial news blog
12 Luca Govoni // May 28, 2008 at 9:01 am
When it comes to bad companies have to know that they are no good to the community. This is a good point taken up.
13 Monavie // Jun 5, 2008 at 7:02 pm
Firing Customers!? Wow. I agree with Mark@Creditcards - don’t get rid of someone you have in a contract! Just try to get to the root of the problem in a more fast and efficient way. PS mistersteve, your comment cracked me up!
14 Ann French // Aug 31, 2008 at 12:15 pm
Sprint has to pay the customer service rep anyway so what is the big deal?
15 lista de cumparaturi // Oct 24, 2008 at 9:25 am
Indeed, a crappy company with some crappy rules. Firing customers? I mean… c’mon
16 Rick L // Nov 11, 2008 at 2:25 pm
Two words: That’s retarted!
I mean give me a break, firing customers!? Wow.
17 Brian // Jan 12, 2009 at 3:37 pm
I am surprised how many people think this is wrong.
If they need to talk to cs every month for 6 months or more there is nothing wrong with getting rid of this customer.
18 goller // Jan 20, 2009 at 6:08 pm
It is always annoying bad customers..
19 Acai // Feb 6, 2009 at 12:18 am
I’ve heard of other companies that do the same thing. I definitely dont agree with what they do, but it does happen.
20 Birkenstock Clogs // Feb 10, 2009 at 4:15 am
I understand the mentality, but if they are in a contract then you are breaching it. Sprint I am sure is making sure there are no legal loopholes.
21 surveillance // Feb 21, 2009 at 1:49 am
i like your points and tips they are really practical and easy to implement.
22 Scrapbooking Ideas // Mar 11, 2009 at 7:43 am
Sprint is definitely a crappy company, which is one of the reasons why other entities like Verizon and T-Mobile are gaining market share while they lose out on it. A company that is relevant, leading-edge, and customer-savvy will survive when in competition with one that is not. Sprint doesn’t have near the level of technology in their devices or the level of customer service in their call centers (I know, I used to work for a company that outsourced Sprint’s customer care reps).
23 Xbox // Mar 19, 2009 at 4:33 pm
Of course it makes sense, however sprint should disregard any calls made due to ‘technical’ problems imo.
24 Valerie Bertinelli // Apr 2, 2009 at 4:41 am
Same thing that best buy did a while back! I really don’t see a problem with the strategy though.
25 car bulbs // Jun 15, 2009 at 1:02 pm
It seems a bit harsh to me. When in business you have to take the rough with the smooth. Some customers will be better than others but surely they are entitled to ring customers services if things are not right?
26 najem hiše // Jul 1, 2009 at 10:19 am
The problem with that point of view is that you don’t know how much power does the person have, maybe he can diss you in the big media if you ‘fire’ him/her. There are moral dillemmas also, at least I think so.
27 googlehomebusiness // Aug 3, 2009 at 11:18 am
Good point, it’s really funny!
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Thanks for your point of view. It’s really very interesting
28 Cool Springs Galleria // Aug 28, 2009 at 6:24 am
I dont like Sprint, ATT or Verizon. They changed the download limit to 5 mb now, very shady.
29 perdeci // Sep 16, 2009 at 11:35 am
good articles keep going on..
30 BusinessThinking // Sep 30, 2009 at 6:48 am
Heh, I would use that idea of a cancellation fee if I ever signed up for services requiring a long term commitment. I like providers to know THEY are replaceable. For my own customers, I rely on delivering good ole fashioned satisfaction.
In this kind of economy, let them ditch customers. I’ll be glad to take that revenue off their hands!
31 solar systems power // Nov 19, 2009 at 3:56 pm
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32 cyanoacrylate // Nov 30, 2009 at 2:06 pm
Wow! I can’t believe they’d do that! That’s not cool.
33 PayPal Money // Dec 4, 2009 at 8:33 pm
That is definitely not cool, but it’s all for the market.
34 Wii Points // Dec 4, 2009 at 8:35 pm
I never was a fan of Sprint and their marketing tactics.
35 Coach Hire // Dec 21, 2009 at 2:14 am
The kind of job I do, consultant for coach hire, minibus hire, and limo hire, I meet people from all over the world here in London UK, be it local residents or expatriates traveling to the UK, for travel and tourism and families, parties, business meetings and so on, sometime some customers do not behave well.
But I must say, the company I work with is very good, and our managing directors are good People, as they have managed a department to deal with such customers :D…So I am safe.
36 Karen Adams // Mar 3, 2010 at 1:08 am
This is silly. I understand the mentality, but if they are in a contract then you are breaching it. Sprint I am sure is making sure there are no legal loopholes.
37 nora lingerie // Mar 24, 2010 at 10:52 am
good article it was a funny one reallyy ..keep going pls
38 Julie Adams // Mar 25, 2010 at 3:04 am
I think you ar enot aware of the concept of Human Sigma. Your company cannot prosper if you don’t have emotionally satisfied customers.
39 SamsunAl??veri? // Apr 3, 2010 at 5:52 pm
I can’t believe they’d do that! That’s not cool.
40 Jacksonville SEO // Apr 12, 2010 at 2:02 pm
what about nextel? how are they?
41 Jennifer from Call Centre Services // Apr 21, 2010 at 1:28 am
You sure made a good point about businesses having the right to choose their customers. Sprint sure has made a diversion from the ‘customer’s always right’ rule! But isn’t it risky for the companies rep? The poor executive may be bothered by silly customers, but isn’t it part of the deal? His job is, after all, about fielding calls, be it from Mr. Intelligent or from Mr. Moron!
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Great article, I enjoyed the read. Keep it up
44 Landscaping International Directory // May 13, 2010 at 8:30 am
Having a website that ranks has been my most important asset in the last few years. The information age has totally changed the way that real estate is done and how people find the homes they want to see!
45 Heathrow Airport Transfers // Jul 1, 2010 at 10:45 am
Good afternoon,
As a matter of fact, no matter how customer goes, be it their mistakes or your mistakes you are missing, I am running a travel and tours company and in some other business also, no matter what happens, I do not like my customers leaving us for something from our end or even when they were doing wrong
Having a customer is a good thing, just this thing has helped me get a huge presence in France when a customer of mine has posted on his blog why he considered my company then the rest of UK travel companies….
See, all you need is great customer service, the rest goes well, be ethical, business comes to you, be friend, no one even if they daunt you, just make them smile and they will love you more…….
Things work out [The Answer]
Regards,
Cindrella
46 Search Engine Optimization Secrets // Jul 23, 2010 at 1:56 pm
True. Fire bad customers and let someone else deal with them. It’s a business.
47 Free Photo Hosting // Jul 23, 2010 at 1:59 pm
You get what you pay for. I you want good customer service select a company with a good reputation and you’ll pay more but it’s worth it. If you’re a company, focus on what you want, higher paying customers that demand more, or lower paying customers.
48 Illegal Immigration // Jul 23, 2010 at 2:01 pm
Firing customers may not seem like smart business for some people, but it is. You’re in business, focus on making happy customers and money. If you can’t make a customer happy, fire them.
49 Creative Movement // Jul 23, 2010 at 2:16 pm
Just like people are not perfect matches for everyone, businesses are not either.
50 Home Business Marketing // Jul 23, 2010 at 2:22 pm
This is preached by a lot of business coaches and its counter intuitive to the way a lot of small business and home business operate. You think you have to do everything possible keep every customer when in fact you’re shooting yourself in the foot.
51 kevin // Aug 10, 2010 at 11:15 am
Keep ‘em coming!
52 DESTINYKING // Sep 18, 2010 at 7:38 am
hmm business marketing if you are in same field
53 cheapmbt shoes // Oct 18, 2010 at 8:20 am
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54 Bob @ Free Numerology Calculator // Nov 15, 2010 at 11:07 am
I agree, there is no point in wasting time and energy with bad customers - just let go of them. Bob from Numerology Software
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56 Montažne hiše // Feb 27, 2011 at 2:23 am
Good ebook. Wow! I can’t believe they’d do that!
57 Perpendicular Blog // Feb 27, 2011 at 10:29 am
Regardless, it is their business and unless they are screwing people out of their money, they should have the right to drop bad customers upon their judgment of good business practices. In fact, it is kind of funny. It’s like, “hey, I got shitcanned today from Sprint and I don’t even work there; I’m a customer!” Now how cool does that sound? Ha-ha!
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63 save erath // Jul 13, 2011 at 3:03 am
As a Customer Service Rep my self, I have also been on the receiving end of a complaint of a previous rep who was rude & believe me these are the hardest customers to deal with. I will agree, however no one should be treated this way. It is unfortunate when these incidents do occur. However
64 Brain Training // Aug 1, 2011 at 11:31 am
Firing their customers, wow, good job sprint. For each customer they fire, how much do you think it will cost to replace that customer, acquisition cost.
65 Calgary Custom Stair // Sep 23, 2011 at 2:23 am
i cant believe, they do that .
thanks for sharing
66 We Make Coins // Oct 14, 2011 at 12:04 am
I was thinking about switching to Sprint. I am not the descript indivuals you spoke of, however costly measures must be addressed.
67 Gold eagles // Dec 4, 2011 at 8:11 am
Those customers have a right to be displeased with Sprint’s action, but the absolute worst are the biggest fraud ATT followed closely by VZ, avoid those completely!
68 Mundane Blog // Dec 4, 2011 at 3:06 pm
Sprint is not the only company that hires idiots for customer service, as AT&T is a fine example and, if we get into retail, look at Walmart, for example! Bad customers and bad employees are all over the freaking place! Sounds like everybody should be fired, sort of like what a lot of people think towards the U.S. Government right now… Ha-ha!
This is about as misunderstood as the song “Rock the Casbah,” as it was commonly took as “Fu*k the Casbah.”
“Rock the Casbah” is a song by the English punk rock band The Clash in 1982. It was released as the third single from their fifth album, Combat Rock. The song reached number eight on the Billboard Hot 100 chart in the U.S. (their only top 10 single Stateside) and, along with the track “Mustapha Dance,” it also reached number eight on the dance chart. It is the band’s highest charting single worldwide.
The song gives a fabulist account of a ban on rock music by the Sharif or King being defied by the population, who proceed to “rock the casbah.” The King orders jet fighters to bomb any people in violation of the ban. The pilots ignored the orders, and instead play rock music on their cockpit radios.
The song?s lyrics feature various Arabic, Hebrew, Turkish, and Sanskrit loan-words, such as sharif, bedouin, sheikh, kosher, r?ga, muezzin, minaret, and casbah.
According to the album notes in the box set The Clash on Broadway, “Rock the Casbah” originated when the band’s manager Bernie Rhodes, after hearing them record an inordinately long track for the album, asked them facetiously “does everything have to be as long as this r?ga?” (referring to the Indian musical style known for its length and complexity). Joe Strummer later wrote the opening lines to the song: “The King told the boogie-men ‘you have to let that r?ga drop’”. The rest of the lyrics soon followed.
The instrumental opening was a tune that drummer Topper Headon had written on the piano some time earlier and had toyed with during rehearsals before being incorporated into the song. In the 2000 documentary Westway to the World, Headon said he played drums, bass and piano on the record for the song. Headon claims that, while he thought he was merely playing the song for the band, his performances were recorded without his knowledge. All that was left to record were the guitar parts and the vocals. However, in The Future Is Unwritten (a documentary on Strummer), he states that he was in the studio waiting for the rest of the band to come to record, got sick of waiting, so recorded the parts himself.
Ha-ha-ha! Whatever… LOL!
69 Mundane Blog // Dec 4, 2011 at 3:09 pm
Sprint is not the only company that hires idiots for customer service, as AT&T is a fine example and, if we get into retail, look at Walmart, for example! Bad customers and bad employees are all over the freaking place! Sounds like everybody should be fired, sort of like what a lot of people think towards the U.S. Government right now… Ha-ha!
This is about as misunderstood as the song “Rock the Casbah,” as it was commonly took as “Fu*k the Casbah.”
“Rock the Casbah” is a song by the English punk rock band The Clash in 1982. It was released as the third single from their fifth album, Combat Rock. The song reached number eight on the Billboard Hot 100 chart in the U.S. (their only top 10 single Stateside) and, along with the track “Mustapha Dance,” it also reached number eight on the dance chart. It is the band’s highest charting single worldwide.
The song gives an account of a ban on rock music by the Sharif or King being defied by the population, who proceed to “rock the casbah.” The King orders jet fighters to bomb any people in violation of the ban. The pilots ignored the orders, and instead play rock music on their cockpit radios.
According to the album notes in the box set The Clash on Broadway, “Rock the Casbah” originated when the band’s manager Bernie Rhodes, after hearing them record an inordinately long track for the album, asked them facetiously “does everything have to be as long as this r?ga?” (referring to the Indian musical style known for its length and complexity). Joe Strummer later wrote the opening lines to the song: “The King told the boogie-men ‘you have to let that r?ga drop’”. The rest of the lyrics soon followed.
The instrumental opening was a tune that drummer Topper Headon had written on the piano some time earlier and had toyed with during rehearsals before being incorporated into the song. In the 2000 documentary Westway to the World, Headon said he played drums, bass and piano on the record for the song. Headon claims that, while he thought he was merely playing the song for the band, his performances were recorded without his knowledge. All that was left to record were the guitar parts and the vocals. However, in The Future Is Unwritten (a documentary on Strummer), he states that he was in the studio waiting for the rest of the band to come to record, got sick of waiting, so recorded the parts himself.
Ha-ha-ha! Whatever… LOL!
70 Mundane Blog // Dec 4, 2011 at 3:10 pm
Sprint is not the only company that hires idiots for customer service, as AT&T is a fine example and, if we get into retail, look at Walmart, for example! Bad customers and bad employees are all over the freaking place! Sounds like everybody should be fired, sort of like what a lot of people think towards the U.S. Government right now… Ha-ha!
This is about as misunderstood as the song “Rock the Casbah,” as it was commonly took as “Fu*k the Casbah.”
“Rock the Casbah” is a song by the English punk rock band The Clash in 1982. It was released as the third single from their fifth album, Combat Rock. The song reached number eight on the Billboard Hot 100 chart in the U.S. (their only top 10 single Stateside) and, along with the track “Mustapha Dance,” it also reached number eight on the dance chart. It is the band’s highest charting single worldwide.
The song gives an account of a ban on rock music by the Sharif or King being defied by the population, who proceed to “rock the casbah.” The King orders jet fighters to bomb any people in violation of the ban. The pilots ignored the orders, and instead play rock music on their cockpit radios.
Ha-ha-ha! Whatever… LOL!
71 Mundane Blogger // Dec 4, 2011 at 3:13 pm
Uh, I don’t know what just happened here, but it looks like my comment got all scrambled and discombobulated and shotgunned into three comments although i only originally made one! Interesting! Maybe the HTML codes within blogs should get fired as opposed to the customers or crooks or even Sprint, for that matter! Ha-ha!
72 teeth whitening manchester // Dec 17, 2011 at 8:20 pm
Even a customer who is not paying can still be useful for your business, think word of mouth advertising.
73 erotic calendars // Dec 17, 2011 at 8:26 pm
A good point made well.
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76 Brain Training // Jan 22, 2012 at 9:15 am
Sprint may have been good 15 years ago, they get worse and worse as time goes along, and now this. If they keep going like that, don’t be surprised if they are gone in a few years or maybe even sooner.
77 Green Tech News // Feb 10, 2012 at 8:39 am
It seems that all of the mobile companies are only getting worse and worse. I share my time working between NYC and South Florida and in both places I have the worst service connections. The more technologically advanced we get the more it all goes to h*ll
78 John Smith // Feb 22, 2012 at 6:55 am
I’m fully agree with Jennifer from Call Centre Services!!!
79 Ricardo Rountree // May 23, 2012 at 8:59 pm
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80 Fibroids Miracle // Jul 24, 2012 at 7:28 am
Have you checked Sprint’s stock price lately… symbol “S”.
81 cpanel server // Jul 25, 2012 at 12:22 pm
This is just weird I have never heard of this happening.
82 vet in Tampa // Aug 14, 2012 at 1:39 pm
Vet in Tampa advises, sprint away from sprint, you might gain yourself better service.
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