Thief – seeks to avoid paying for service
Rule breaker – ignores rules of social behavior and/or procedures for safe, efficient use of service
Belligerent – angrily abuses service personnel (and sometimes other customers) physically and/or emotionally
Family Feuders – fight with other customers in their party
Vandal – deliberately damages physical facilities, furnishings, and equipment
Deadbeat – fails to pay bills on time
Can you think of others?
How should firms deal with each of these problems?