Improve Morale by Firing Bad Customers INGDIRECT


Share on LinkedIn

Standing Up for Your Own

#38 in the Green Goldfish Project – ING Direct

Bad customers beware. ING Direct stands up to protect their employees.

ing direct fires bad customers

Taken from a post by Earl Sasser and James Heskett:

An operating strategy based on a strong, effective culture is selective of prospective customers. It also requires the periodic “firing” of customers, as pointed out in our examples of companies like ING Direct, where thousands are fired every month. This strategy is especially important when customers “abuse” employees or make unreasonable demands on them.

Today’s Lagniappe (a little something extra thrown in for good measure) Here is a YouTube video on ING Direct with Forbes:

The Green Goldfish Project is a quest to find 1,001 examples of marketing lagniappe for employees. A green goldfish is the little signature extra. They help differentiate a company, increase employee retention, reinforce culture and drive positive word of mouth.

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here