[Itshim]

Originally Posted by Hugh

Sorry, Richard, that isn't true - a customer is important in terms of revenue, profit, and cost/benefit (how much time has to be spent on that customer in terms of the revenue/profit they bring in).

Loss-making customers are bad business, unless it is for PR purposes.

Most companies have realised that keeping a customer happy/content, and supplying a reasonable quality product, is the best way to retain customers and attract new customers (it is reckoned it costs 10 times as much to gain a new customer than to keep a current one), but if a customer is losing the company money, that means other customers are subsidising that customer, so not only is it negative for the company, it's negative for the other customers.

Also, some customers are consistently rude and abusive to staff - they are not "important", just pains in the erse; no one (customer or staff) should have to take abuse or disrespect.

for the second time I think I find I completely agree with you. Richard l am sure virgin would love to see the back of you .