Tuesday, July 06, 2004

Customers Are Not Always Right

At least Best Buy is willing to acknowledge that customers are not always right.  Slashdot has a post that links through to this article on SFgate.com.  From the article:

". . . customer who ties up a salesworker but never buys anything, or who buys only during big sales. Or one who files for a rebate, then returns the item."

". . . Best Buy was tightening its rebate policies in the case of customers who abuse the privilege . . ."

Apparently a lot of this is driven by a consultant named Larry Selden who wrote Angel Customers and Demon Customers.  I think I'm going to go pick up a copy and see how it reads.  One thing Selden talks about in the article is a company's willingness to "fire a customer," something Best Buy is unwilling to do.

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