Profile picture
Mark Toole @MarkBToole
, 8 tweets, 2 min read Read on Twitter
The worst part of any business…

But it doesn’t have to be.

My thoughts:

1. Customer service is broken. There's no denying it.

2. It got that way despite (and because of) everyone’s best intentions

3. Big companies, middle managers, complete eradication of skin in the game
4. Small players, not knowing any better, follow “industry standards.”

5. Bureaucracy breeds complexity. Complexity leads to… Press 47 for English

6. Customers adapt. Anger gets them past low-level meat-robot gatekeepers (Let me talk to a manager!)
7. Ridiculous demands. Full refund after 8 months? Huge discounts? Free products? We give in.

8. We TRAIN bad customers by giving in to outrageous demands.

9. The customer is NOT always right. (But he always thinks he is.)

10. Most businesses create their own bad customers.
11. Setting proper expectations from the beginning is key.

12. Even something as small as the language you use in your refund policy can matter a lot.

13. This is why so many businesses are going to ‘no refunds.’
14. Literally every business with a ‘no refunds’ policy WILL issue a refund under certain circumstances. But not to bottom feeders.

15. “No refunds” is about setting expectations, and filtering out freebie seekers.
16. A refund policy is like an airbag in your car. There in case something goes horribly wrong, but you don’t buy the car planning to use it.

17. DO outsource it, but that’s not enough.

18. Babysitting outsourcers can be more work than just handling customers (I know.)
19. The solution? Think bigger than just “customer service.” PREVENT customer service.

20. The best customer is the one you NEVER hear from.

21. This is simple, but not easy.

22. And this is what I help businesses with.
More here: 8020service.com
Missing some Tweet in this thread?
You can try to force a refresh.

Like this thread? Get email updates or save it to PDF!

Subscribe to Mark Toole
Profile picture

Get real-time email alerts when new unrolls are available from this author!

This content may be removed anytime!

Twitter may remove this content at anytime, convert it as a PDF, save and print for later use!

Try unrolling a thread yourself!

how to unroll video

1) Follow Thread Reader App on Twitter so you can easily mention us!

2) Go to a Twitter thread (series of Tweets by the same owner) and mention us with a keyword "unroll" @threadreaderapp unroll

You can practice here first or read more on our help page!

Did Thread Reader help you today?

Support us! We are indie developers!


This site is made by just three indie developers on a laptop doing marketing, support and development! Read more about the story.

Become a Premium Member and get exclusive features!

Premium member ($3.00/month or $30.00/year)

Too expensive? Make a small donation by buying us coffee ($5) or help with server cost ($10)

Donate via Paypal Become our Patreon

Thank you for your support!