A consultant named Fred Reichheld calls a "detractor" in his book "The Ultimate Question", a must-read for anyone concerned about customer service. Which brings me to Reichheld's "detractor" theory. I'm certain the Director Emeritus of Bain & Company, would call this fee a "bad profit"--money made at the expense of customer relationships. "Whenever a customer feels misled, mistreated, ignored, or coerced, then profits from that customer are bad," Reichheld writes in his book. Why' Because these fees create company critics (or detractors) who will eagerly tell friends, colleagues, anyone, about their bad experiences. "In the past, the accepted maxim was that every unhappy customer told 10 friends. Now, an unhappy customer can tell 10,000 'friends' through the Internet."

The problem of getting hooked on bad profits is disastrous, Reichheld said. "Bad profits choke off a company's best opportunities for true growth, the kind of growth that is both profitable and sustainable. They blacken its reputation. The pursuit of bad profits alienates customers and demoralizes employees." Does that sound like any company we know' Please read on ...

Before I elaborate on my recent poor experiences with Woodscape Apartments in Newport News, VA. I think it's necessary to point out that I appreciate good customer service reps and companies that treat me correctly and solve problems effectively. I appreciate good service to the point where I will take the time to write a good service rep s manager/company with a positive experience.

Now on to Woodscape. The apartment was dungy, smelly, with old carpet, old appliances, roaches, mice, and a water leak. Calls to management about this went unreturned. Work orders placed to have things fixed went ingnored.

The complex is like a ghetto in Queens, NY - slimy and slumy. Drug users and pushers hanging out at the Hop-N-Shop and street corners blasting their 200 watt ghetto blasters all hours of the night, police activity several times a day someone in the apartment, no parking unless you like to walk a country mile, and rude,disinterest staff. The landscaping is a joke, unless you like mud.

I will never live thee again and will never recommend it to any one, except my radical, murdering Islam enemies.

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