What is a jaycustomer?
A customer who behaves in a thoughtless or abusive fashion, causing problems for the firm itself, employees, other customers
Why do jaycustomers matter?
Can disrupt processes
Affect service quality
May spoil experience of other customers
What should a firm do about them?
Try to avoid attracting potential jaycustomers
Institute preventive measures
Control abusive behavior quickly
Take legal action against abusers
BUT firm must act in ways that don’t alienate other customers