What makes a bad customer? This term-paper explores this question and proposes ways to manage bad customers.

Essay by soldier01University, Bachelor'sA+, January 2003

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What Makes a Bad Customer?

All business entities need customers. Customers are whom pay for the

goods and services, and without customers, there would be no possibility of

profits being made. But having customers alone does not insure success in

commerce. There are good customers, and then there are bad customers.

Having all bad customers may be about as profitable as having no customers at

all. In fact, having all bad customers could be a liability that puts a business

owner in the hole.

There needs to be made a distinction about what a good customer and a

bad customer is. Once that definition is made, it is easy to examine the role that

a business can play, to attempt to create good customers at any stage of the

customer-business relationship.

Two good ways to determine if a customer is unhappy is, first, they don't

want to pay for a good or service, and two, they bad mouth and complain about a

business. Complaints can hurt a company's image. Word-of-mouth complaining

is bad enough, but now there are web sites that cater to open forums of

customer's real or imagined grumblings. A web site for Sprint customers offers

customers and employees to tell their stories. "So whether you are [a]

disgruntled employee, or ex-employee, a customer who has been slammed,

crammed, [miss]-charged, spoken to rudely, ignored, or have received plain old

bad service, you can tell your story and we'll put it here." (Sprint) This venting

outlet can expose a company for it's wrong doing, or conversely, it can cast a

shadow of doubt on an ethically run business unfairly.

So what behaviors do bad customers have, besides not paying and bad

mouthing? There are customers that do not have the where-with-all to maintain

control when they are angry. They...