What Not To Do, Business Lessons From The Telecom Sector
I look at what the phone company does and do the opposite.
Craig Newmark, Keynote Speech, SXSW 2006
Founder of Craigslist.org (1952 – )
That's actually not a bad strategy.
Never…
…hide your pricing.
…put someone on hold for an excessive amount of time.
…give a vague idea when you'll repair an outage.
…nickel and dime a customer for every activity and service
…include useless, outdated, and unexplainable fees to your invoices.
…take your customer for granted.
…make a great offer to a customer only after you've lost them to the competition.
…be the last company in your market to provide innovation.
…overspend on infrastructure.
…over finance equipment and tools of your business.
…falsify your books.
…lie to investors.
What else would you add to my list?
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By Steve Rucinski, July 10, 2006 @ 4:24 pm
My 2 cents: Offer new customers a better deal than current customers.
By Jim Logan, July 10, 2006 @ 4:39 pm
Steve, That’s an obvious one…A great addition I can’t believe I overlooked.
Better still is when they make you the great offer to come back, after you’ve left to join a competitor. They cut their price after you leave, but do nothing as long as you stay.
Thanks for the comment!
Jim