Here’s a great article – Love the Customers Who Hate You – from the March 2008 issue of BusinessWeek.

I just returned from a fabulous vacation in South America. My perfect adventure ended on a curious customer-service note, however.

During my check out from the Hotel Kennedy on the last day of our tour, I was charged 4X the hotel’s list price for the bottled water from my room.

When I explained to the perpetually unhappy front-desk employee that her suggested price was different than the price listed in the room, she said: “Water is expensive in Santiago.”  Then she refused to adjust the final hotel bill (even knowing that my travel mates were charged the regular – versus inflated – price for bottled water). 

The reason this is curious is because a 4-star hotel chose the value of a few thousand extra Chilean pesos (about 20 USD) over the value of referrals, credibility, and trust – the stuff of fine reputations and healthy bottom lines.   

In the end, the Hotel Kennedy did leave a lasting impression. Too bad it was a negative one.

MORAL OF THE STORY: How you say goodbye is just as important as how you say hello. Whether you are leaving a company, ending a relationship, or closing business with a customer, remember that your final words and actions will have an impact that will last long after you part ways.

Recommended Reading: “Leverage Your Unsubscribes,” an article from Media Post’s Email Insider, calls out the inherent value in your customers’ unsubscribe emails and points to the importance of positive communication when you say goodbye.

I recently asked management at a consumer research firm if they ever had the occasion to strongly recommend killing a product prior to release. The firm said it happened often and with vigor. I was impressed.

We have choices in life. And choosing the path that could potentially jeopardize cash flow is usually not the one we prefer.

So, with that one response, the consumer research firm gained instant credibility, laying the foundation for the big-return bonding experience: TRUST. As we all know, one simply cannot hang a price tag on trust. 

Killing a client project, divorcing a significant relationship, kiboshing a product in development, or terminating a new employee ultimately demonstrates leadership and vision because you’re looking out for the long-term big picture. You’re also looking out for the best interests of both parties (although, at times, it may not seem that way). Knowing exactly when to let go is just another form of achieving success.

My hat goes off to those who understand, embrace and practice “the art of letting go.”

RECOMMENDED RELEVANT READING: The Five Dysfunctions of a Team: A Leadership Fable

Comcast is cutting off customers who download too much.

Is this a strategy to add value to its bottom line? With a policy such as this, Comcast will also have the added bonus of ticking off its customers.

Worse still, the “policy” is not consistent or concrete – as it pertains to volume or geography – according to subscribers cited in this CBS News story. At the end of the day, Comcast customers with a hearty bandwidth appetite are in a lose-lose situation because the company “provides no tools for monitoring bandwidth, and does not give any specific guidance.” 

Comcast’s decision to cut the bandwidth cord on heavy users is foolishness. The reasons why it’s foolish vary depending on your perspective…as a consumer, as a marketeer, as a field technician for Comcast. However, I am compelled to highlight this key financial reason, which was so eloquently illuminated by The Motley Fool:

“Given its triple-play option, the last thing Comcast would want is to lose three connections of revenue from a peeved subscriber. Psst, Comcast. Want to know how you keep those greedy customers? Charge them for their heavy habits!”

     Jester hats off to The Motley Fool for its sound business and marketing advice. 

Image: GuildWiki – Available under the CC 2.0 by-nc-sa license.

Color me happy when I experience great customer service.

Today I am jumping on the highlighting-great-customer-service blogosphere bandwagon with my very first kudos:

Kristen (Portland) and Kelly (Las Vegas), both with Aerosoles, recently provided exceptional, first-rate customer service – and each went above and beyond the call of duty. It was a pleasant and completely painless experience that I will not soon forget. Thank you, Kristen and Kelly, for your professionalism, thoroughness, and positive attitude!
 
Working with Aerosoles’ customer service department was a gem of an experience – precious and rare.

OK, now you fill in the blank.

EXTRA-EXTRA: Check out the United Kingdom’s WOW Awards – what a great idea to nominate and award individuals / companies on a national scale.