This week Sprint announced plans to cut subscribers who were a hindrance on their bottom line -- customers who call customer support "an excessive amount" and who use too much roam-time while subscribed to the unlimited plan.
Wow!
That's right, Sprint's bean counters may be looking at ways to trim the fat, but allowing this to make headlines yesterday is not a good move. Sprint, whose customer service has been traditionally the worst in the industry, just got another whopping black eye. To Sprint's credit, they are "allowing" these customers to leave without paying an early-termination fee.
That's nice (tongue-in-cheek)!
Really, I hope the marketing folks were kept in the dark on this decision, because there is no way they could really have allowed this to occur. Ever hear of a loss-leader? By keeping these customers and eating the costs associated, Sprint could have avoided this bad press and the potential loss of current or future "good" customers. Truly, as a customer-centric business professional, this one baffles me.
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