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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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35The Customers From Hell® Hall of Shame

“They’re only puttin’ in a nickel, and they want a dollar song….”

—Country song lyrics

Not all customers from hell are created equal. Some are masters of the slow drum. Others are top of their lungs screamers. Some beg. Some cry. Some threaten. A few even flatter. Our advice: Know Thy Enemy!

In our view there are FIVE types of Customers From Hell®.

Egocentric Edgar

Me first, me last, me only—that’s his creed. You? You’re just a bit player, an extra, an extraneous piece of scenery in that grandest of all productions: “Edgar: The Greatest Story Ever Told.”

Sample Behaviors

Won’t wait his turn, will only speak to whomever is in charge, intimidates through judicious name dropping, and makes loud demands.

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