Mary Schmidt Marketing Troubleshooter

That’s when companies are only interested in grabbing as much of our wallet as they can, before they run to the next victim. Credit cards (MBNA is one of the best/worst examples.)…Wireless phones…Car Dealers (”Open now! You’ve already won!” Oh, please.)..and on and on. We’re dissed and conned - and then forced to jump through hoops when we’ve got the nerve to stand up for ourselves. Which means (duh), we’ll jump to a competitor as soon as we can - forcing the companies back into the vicious cycle of smashing and grabbing for new business.

Here’s my wacky idea for all those wallet looters out there: 1. Keep it simple; 2. Keep it honest; 3. Lose the fine print; 4. Don’t hide behind automated phone systems and web sites; 5. Really treat people like you’d like to be treated (which - unless you’re Masochists, Inc. - is with intelligence and respect.) The pay off in loyal customers would end the need to smash and grab.

I’ve not used my MBNA card in a year in response to their “smash and grab” They’re losing thousands a year in revenue, just on my account, because they insist on a few hundred from me. Does anybody there understand cost/benefit analysis?

(If anybody from MBNA is reading this - you’ll have to call me if you want to know any more. I do, after all, usually get paid for such advice and how to implement it.)