Quote Originally Posted by BobNewYork View Post
Blame the "B Schools". ...

To be honest, the "screw the customer into the ground" approach is more typical of self-made entrepreneurs. Most business schools I have heard of preach that
a) acquisition costs mean that sales to first-time customers are seldom particularly profitable, and repeat business is essential
b) a sale which leads to a complaint is almost always unprofitable, and the complaint should as far as possible be resolved quickly and from the customer's point of view generously in order to avoid wasting staff time and to salvage goodwill in hopes that the customer will return for a profitable transaction.