Tuesday, July 10, 2007

Another Sprint Thought: Carrots vs Sticks

After my post this morning, I wondered, "If those 1,000 customers are really just more trouble that they are worth, how could Sprint have handled the situation better?"

Now just imagine if the letter those folks had gotten had said, "Reviewing our customer service records, it seems that we are unable to service your wireless needs. While we value your business, we don't think it's good for us or for you to have you as an unhappy customer. Therefore, if you wish to leave, we will waive the early termination fee on your account."

Most likely, 950 of the 1,000 problem customers would have left... and Sprint would have been seen as doing the right thing.

Sometimes carrots beat sticks.

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