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Customers Suck
Why We Need to Stop Rewarding Bad Customers and Start Taking Care of the Good Ones
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For decades, businesses have lived by one sacred rule:
The customer is always right.
There's just one problem.
They're not.
Some customers lie. Some abuse employees. Some demand ridiculous compensation for minor inconveniences. Some consume enormous amounts of time and money while contributing almost nothing in return.
And businesses have trained them to do it.
We've rewarded the loudest complainers. We've taught customers that escalation works. We've spent fortunes trying to retain people we might be better off sending to the competition.
It's time to rethink customer service.
Drawing on years of real-world customer service leadership, Customers Suck explores the hidden cost of bad customers, the toll they take on employees, and why companies should start asking a question that once seemed unthinkable:
Is this customer actually worth keeping?
This isn't a book about treating customers badly.
It's about treating the good ones better.
Because some customers suck.
The good ones are worth it.
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