Interesting Idea, Terrible Customer Strategy

When you buy a product, create a relationship with the classification of products within the brand, or with that brand in its entirety?
The reason I ask this question is because about two years ago I bought an inkjet printer. At the end of the warranty, the printer suddenly threw up a message that the ink cartridges were not from the printer manufacturer, and it is no longer allowed to print. I bought some original manufacturer ink cartridges and it still will not allow me to print. So I trotted off to service the printer fixed, it took about a month. Because I can not do without a printer for a month, I was forced to buy another printer, and this time be sure that any other brand. Unfortunately, within three months of getting a defective printer is the same message popped up again and now is out of warranty.
The reason I ask this question is because about two years ago I bought an inkjet printer. At the end of the warranty, the printer suddenly threw up a message that the ink cartridges were not from the printer manufacturer, and it is no longer allowed to print. I bought some original manufacturer ink cartridges and it still will not allow me to print. So I trotted off to service the printer fixed, it took about a month. Because I can not do without a printer for a month, I was forced to buy another printer, and this time be sure that any other brand. Unfortunately, within three months of getting a defective printer is the same message popped up again and now is out of warranty.
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At this point in time, it became clear to me what happens. Because inkjet printers are sold mainly to the loss of the printer manufacturer actually makes its money selling ink cartridges, the manufacturer of this printer is giving me the unmistakable message that they would rather that I do not buy their printers. They did not block immediately, as they did if they knew that I would bring the printer back to the point of purchase and return. Instead, they waited until my only option was to replace or pay to have a printer or printer unblocked. I'm not type of customer who would ever buy their ink cartridges and it was clear that they will only lose money on me. I admit to a bit of a surprise to get the message "do not buy our printers any more, " but as an entrepreneur I understand the strategy. Who will be the buyer can only lose money on?
...
At this point in time, it became clear to me what happens. Because inkjet printers are sold mainly to the loss of the printer manufacturer actually makes its money selling ink cartridges, the manufacturer of this printer is giving me the unmistakable message that they would rather that I do not buy their printers. They did not block immediately, as they did if they knew that I would bring the printer back to the point of purchase and return. Instead, they waited until my only option was to replace or pay to have a printer or printer unblocked. I'm not type of customer who would ever buy their ink cartridges and it was clear that they will only lose money on me. I admit to a bit of a surprise to get the message "do not buy our printers any more, " but as an entrepreneur I understand the strategy. Who will be the buyer can only lose money on?
......
What does this have to do with Customer Service?
everything and nothing. We all have a "loss leader" customers, people who make us groan every time you call. With every interaction we have to make a choice about whether or not this is the customer we want to keep or lose, and act in accordance with that decision.
everything and nothing. We all have a "loss leader" customers, people who make us groan every time you call. With every interaction we have to make a choice about whether or not this is the customer we want to keep or lose, and act in accordance with that decision.
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Any world-class customer service organization I've dealt with knew who the customers are profitable and who the leaders were losing. However, this does not change much at the front end. Regardless of their status, all are welcome and treats them with respect and understanding. Those who are profitable customers showed more open door where they can deepen their relationship. unprofitable customers do not receive the same investment of time to deepen the relationship between brand, but they are not given the bum rush it.
Every day of life deck is reshuffled and we all need to ensure that does not permanently alienate those who are currently undesirable customers.