Sprint... Lessons from the Company of NO!
Lesson #6: It's a small world. Customers will remember you. I may forget a lot of details of this experience. But I won't forget Bob and Ron and the ways they handled this business problem. How do people remember you? Especially in a situation where they are not happy?
There are many lessons we can take from this that relate to whatever business you are in. If a problem comes up, be truthful. Don't lie to cover up failings. Do what you can to make things right. Respond promptly. Consider what's fair. Work to find a mutually beneficial resolution for all parties. Honor the agreements that are made. Have systems in place that work and follow up to keep lines of communication open.
Just as Amazon looks great in this story, Sprint looks horribly bad. I promised the fine folks at Sprint that I would share my experience and I am being true to my word.
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