[Client comments are unedited and uncorrected for spelling nor punctuation. You may make your comments in the comment section below. I welcome your comments, you will need to register to make them. ]
One of the many business sayings which have proven themselves is 10% of your customer base generates 90% of your income. In reality this is true for a lot of human interaction if you really think about it.
When I get the rare complaint from a customer I always evaluate if they have a valid point. In traditional business it is written for every one complaint you have six other customers who feel the same way. What that assumption doesn’t tell you, is it the 16% of the 10% who generate 90% of your revenue or the 80% who don’t? Those of you who own a retail business you will be familiar with the phenomena of customers who are paying the least amount of money, complain the loudest. Thus, I think it’s the latter.
Customer complaints are best handled in private and worked toward a resolution. Frankly, we DON’T get a lot of them, however when I do I address them. I don’t recall ever doing what I’m about to do. However, this complaint hits upon a few areas I feel needs to be addressed with all of you. Did he hit a nerve? Yes, however not for the reasons one would think. I would like to thank the clients who helped me put this all in prospective and gave me reality check regarding the matter.
Last week in the private newsletter I addressed a few less than politically correct topics which from time to time we need to confront. The first being hygiene, “shit, shower shave”, the rest being rules, expectations, a comment about Backpage and my hiring practices. My long time readers know, when it comes to a customer newsletters, I break all the established rules. Political correctness when appropriate, however the rest of the time, not my style. Below is a response to last week’s newsletter.
Lee, While I appreciate all of your emails and opinions, I think your rules and prices are prohibitive particularly in this economy. Furthermore, to call escorts who advertise on backpage wenches, sluts, etc. is obnoxious. Independent escorts, like all people are all different, and it is unfair to sterotype them. In fact, they are the enterpreneurs in your business. Why do adult providers even need an agency or the middle man? You must charge more because your agency must take the fee and also pay the provider. Independent escorts cut all that out. Please remove me from your client base, not because of your fine providers, but because of your obnoxious opinions and rediculous political discourse. There is nothing wrong with backpage by the way. You just don’t like them because they are competition. Continue banning clients and not accepting providers because of all your rules and you will be out of business!
Let’s take this head on shall we?
1) I target a very specific psychological and demographic profile for our client base which out of the available market we estimate to be only about 30% percent. This means I deliberately disregard the other 70% of the market and I have good reasons for it. This is a conversation for another time. Based upon the nature of your complaint, the last time we did business was in 2008, when DivineCompanions had a $250.00 hour outcall rate, if I recall. Clearly, you’re an economical focused buyer always in search of a bargain and by itself, nothing wrong with that. Who doesn’t love a good deal?
2) “Furthermore, to call escorts who advertise on backpage wenches, sluts, etc. is obnoxious. Independent escorts, like all people are all different, and it is unfair to sterotype them. In fact, they are the enterpreneurs in your business. “
Clearly you’ve missed the whole point about my comments about Backpage. Backpage is a metaphoric symbol for the lowest common denominator of our industry. When I mention backpage or backpage provider that is what I’m referring to. Also get your facts straight, what I said was:
“To be exceedingly blunt, these are not cheap Backpage wenches ( I was really thinking of another word that begins with a W). The reason you pay higher prices with us is for the quality, consistency and safety. There are more “economical” options however you must ask yourself, is it worth the extra stress playing Russian roulette for a bargain?”
Where in that did I specifically malign independents because Agencies and Dreams have advertised on Backpage? There are good people on Backpage, however it still doesn’t change the fact, in my opinion this particular advertising vehicle is representative of the lowest common denominator. Yet, as a single tool in a large marketing tool box, I’ll use them for a very specific purpose or project if need be. Tools are tools, even the one you don’t think highly of. The fact you’re actually going to try to defend mediocrity, and make no mistake that is what you are doing, is more proof; you’re not my target audience.
3) Why do adult providers even need an agency or the middle man? You must charge more because your agency must take the fee and also pay the provider. Independent escorts cut all that out.
This is in reference in part to my newsletter comment “we are expensive”. I was referring to other agencies in comparison not independents. Continue reading Customer Complaint: After much consideration, I stand by my business model