While customer feedback is important, once issues good and bad have been resolved with the customer, it’s time to step back and ask a few questions internally:
1.) Is this a one-time incident?
2.) If it isn’t, how often has it happened and what conditions were in common?
3.) Is it advantageous for the company and the majority of our customers to adjust how we operate?
The needs of the many outweigh the needs of the knuckleheads.
Deal with customers in whatever way you deem best. Acknowledge their pain, thank them, appease them and please them. But before you go changing policy or your marketing message based on the behavior of a minority of them, ask yourself, “Is this a customer we want to chase after? Or is it a knucklehead?”
(Read original article… When Do You Let The Knuckleheads Walk Away? by Monica Ballard, Wizard of Ads Partner @ PerformanceMuse.com)