- Be sure they have to contact you multiple times before you get back to them
- Let them guess how long it will take for you to solve the problem, provide a proposal, etc.
- Keep them in the dark about how things work and what they should expect
- Avoid telling them about their responsibility for a successful outcome
- Wait until they call you before you let them know the status of their project/issue
- Make them feel like it’s their fault if something doesn’t go right
- Don’t let them know that you are going to be late until right before (or on) the planned delivery date
- Wait until after delivery to explain why you made changes to what you originally said you would do
- Make it difficult and confusing to purchase additional products or services
- Don’t follow up with them to see if they are still satisfied with your product or service
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