What To Do When Unwanted Customers Show Up

There is a tremendous amount of hubbub around the D.C. socialites who crashed a White House Party this week.  It seems that Tareq and Michaele Salahi just showed up at the White House, gave the Secret Service their IDs and Social Security numbers so they could be run through quick background checks, and then shook hands with President Obama while enjoying his first (and theirs) State Dinner.

So….what is the problem?

Well, it turns out that they weren’t on the guest list and after she posted numerous photos on her Facebook page, the Secret Service was extremely embarrassed.

Because…..well……um…..this is a head scratcher.

What exactly do you do with uninvited guests?  What do we do with unwanted Customers.

Go ahead and gasp, but we all know that we have all had Customers that we don’t want.

They may be the ones that complain about every little thing.  They could be the ones that are never satisfied.  Perhaps they are the ones that take up all of your time (hello, Mr. Pareto!)

Whatever the case is, what do you do with them?

Do you kill them with kindness?  Do you lavish attention on them and work tirelessly to make them happy? Or do you tell them to go away, as did Southwest Airlines co-founder and former CEO Herb Kelleher when a long-complaining Customer once threatened to leave?

Whatever the case, I would suggest that you find out what they want and then determine if it is reasonable and can be achieved.  Do they feel like they are not getting enough TLC?  Is our product simply flawed and they are unhappy?  Or are they perpetual complainers and we may have to actually fire them (a la Herb).

However, I would not suggest arresting them…especially if it takes a week to figure out exactly if what they did was wrong.

I’d love to hear your stories about Customers that you wished would go away…and your thoughts on the D.C. Party Crashers.  By the way, in case the White House is interested, I am still available to consult as the Customer Service Czar!

Thanks for reading,




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