Dealing With Customer Complaints In The Escorts Business

Dealing With Customer Complaints In The Escorts Business

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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 Divine Companions had a £200.00 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 London Escorts 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.  You know apples to apples, oranges to oranges, that inference obviously slipped by you.

Your question and statement begs the question, do you even understand the capitalist system? It could just be me, however you’re sounding very much like someone with Socialist /Marxist leanings.  In a free market system, if there wasn’t a need for agencies, we wouldn’t exist.  The market is unforgiving, if there isn’t a need, you’ go out of business. You don’t have a clue how much time and effort this industry takes. Some women don’t want to be bothered with the amount of time and energy the business side requires.  As for your assertion that without agencies things would be cheaper, oh really? I guess someone forgot to tell all the independents who charge $400.00 an hour and up.

“You must charge more because your agency must take the fee.”
If that were true, then there wouldn’t be agencies who charge £200 and £225 hour all less than I do. I charge more, because when an individual comes to London Escorts he’s paying for an implied guarantee of value and quality. He’s paying for not only what will happen but more importantly what will NOT happen.  You talk about price, but when you have the money for one shot a month, the smart money and smart gentleman goes with the sure thing. The client psychological profile we target doesn’t need this explained to them because they already KNOW that’s why they are here. The principle of this belief system, they practice in their daily lives.

4)      Please remove me from your client base, not because of your fine providers, but because of your obnoxious opinions and rediculous political discourse.

Now we get to the truth, your  issue is with me personally, not the service my business delivers. I’m not going to apologize for my Patriotic discourse on many of the things which makes America great. I am sorry it offends you and now I’m really beginning to think  you are a closet Socialist / Marxist.   The sad part is, I would fight to defend your right to disagree with me. We’re Americans; this is what we have always stood for.  On the subject removing you from my client base, we haven’t done business in four years, the French have a word for that, fait accompli.  As for getting off the newsletter, why am I not surprised a defender mediocrity would be too lazy to follow the unsubscribe link at the bottom of every newsletter.

5)      There is nothing wrong with backpage by the way.  You just don’t like them because they are competition.

Again with the defending inadequacy and the path of least resistance.  The fact you honestly think I view the Backpage demographic as viable competition, is like saying a Chevrolet Aveo is competition for an Audi R8. I’ll be kind and just say, laughable at best

6)      Continue banning clients and not accepting providers because of all your rules and you will be out of business!

In your model of business, I should reward clients for bad behavior and lower my hiring standards’ or I’ll be out of business. You might want to check with companies like Pan AM or Sharper Image, this kind of thinking really worked out well for them.

We have a company maxim “Truth can only be proven by results”. I hate to break it to you but facts are pesky little things to people like you. If my business model didn’t work, I wouldn’t have continued sales growth every year in a declining economy. In fact, in a free enterprise, capitalist system if you have a defective business model, you are out of business!  ( Unless your GM,  AIG, Bear Stearns,Fannie Mae and Freddy Mac )  Well guess what? I’m still here, going on year number seven.  Maybe you need to reconsider your understanding of business.

It’s really obvious, you’re not my target audience and we both agree on one thing,  you need to go elsewhere.

My business model ladies and gentlemen,  has worked for six years, when so many other conventionally, accepted models, are now failing. It seems to me; either I’m a genius or merely a lucky fool.  Personally, I’d go with fool, but which one doesn’t matter because bottom-line, I’m getting results.

I going to say something every MBA program in the country would teach not to do. {Except for you Six Sigma Black Belts, you know perfectly well what I’m doing.}  I appreciate your business,  those of you who completely agree with my former client, there are plenty of other venues for you to get your needs met and I’ll understand. The London Escorts business model is driven by principles, beliefs and a mission.  If you get it, great stay let’s do business and build something. If you don’t, then that’s ok too, there’s the door

If this comes across as arrogance folks, I beg your indulgence it’s not meant to be.  As people, society and nation we’ve spent so much time doing the Political Correctness dance and we’ve forgotten how to do one quintessential American thing, ‘Take a Stand’.  When I do something wrong, when we fail to honor our agreements with you, call me on it. As a London Escorts client, this is your right and responsibility.

The London Escorts business model stands as it is, if it starts to fail, then I’ll change it.