free html hit counter This Is Not How To Do It - Updated - John Battelle's Search Blog

This Is Not How To Do It – Updated

By - July 12, 2007

Sprint decided to pull the plug on 1200 of its customers who complained too much (including some soldiers, oops).

Man.

Did the company not realize the letters would end up on the web? Did it not think through the potential jujitsu it might do – instead of giving these customers the finger, it just might find a way to turn them into brand evangelists?

Why not listen to these complaints, see if there are valid ones that the company can address, address them, and enlist these chief complainants as citizen omsbudmans of a sort?

Egad.

Updated: Sprint is now saying the customers it cut off were defrauding the company. Well, that’s a good reason. Why not say that to begin with? (Thanks, Darius)


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9 thoughts on “This Is Not How To Do It – Updated

  1. Jacob says:

    This actually makes me kind of like them.

  2. Mr Juggles says:

    You really think that a customer who calls 25x per month to complain is about to become a brand evangelist? Sometimes business is just business.

  3. Edward says:

    I fully agree with your insightful perspective, actually there is a similar thread at Frontier Blog
    ( http://www.hwswworld.com/wp )

    Edward

  4. Under Martin’s proposal, to be circulated in the agency as early as Tuesday, mobile services in these airwaves would have to allow consumer choice.

  5. Nurceyiz Evtekstili says:

    Under Martin’s proposal, to be circulated in the agency as early as Tuesday, mobile services in these airwaves would have to allow consumer http://www.nurceyizevtekstili.com

  6. Chris Peters says:

    I think Sprint could have pulled this off if they didn’t suck in the first place. The new marketplace will see more and more of this kind of stuff, but a company better have its act together before doing anything like it.

  7. Brian Hayashi says:

    Companies like Sprint and BestBuy are increasingly firing their worst customers. The pendulum swings back and forth, but people who say they want transparency are often the first ones to fight back once they realize the cost.

    Regardless of opinions about Sprint’s overall service ethos, one must imagine that Verizon, AT&T etc have the same issues, and now that one of their peers has been bold and taken this move, chronic complainers might one day find themselves in the prepaid ghetto.

  8. JTH says:

    Re: Sprint.
    Isn’t a two way street, I have kept sprint out of pure inertia (rack up about $6/month)
    http://looneydunes.blogspot.com/2006/10/numb-utility-saga-continues.html

  9. Local Home Phone Service Man says:

    I used to have Sprint, but I would always have weird charges on my bill for a few dollars that were ‘above normal call time’ or something. I figure…if you add a couple extra bucks on people’s phone service plans each month, and you’ve got a million subscribers, then, you are making a nice chunk of money per month, even if 75% of people get it refunded. Most people pass over it though.

    Local Home Phone Service