Customers on arrangements you no longer sell.
WHAT EXISTS
Old plans with different inclusions Prices no longer offered Features since removed Promises made years ago
WHAT MAKES IT DIFFICULT
Staff do not know what was agreed Systems may not reflect it Customers remember precisely
WHAT TO DO
Record what each legacy arrangement includes.
WHERE
On the account, visible to support.
WHY
It removes guesswork and inconsistency.
WHAT TO AVOID
Applying current policy to an old agreement without checking.
WHY
It is the commonest cause of a long-standing customer becoming hostile.
WHAT TO HONOUR
What was actually agreed.
WHAT TO DO IF IT IS UNSUSTAINABLE
Approach it deliberately, with notice and explanation, rather than by refusing a request.
WHY
Discovering a change through a refused request feels like bad faith.
WHAT TO PLAN
Migration to current plans, where it is genuinely better for them.
WHAT TO OFFER
A comparison, honestly stated.
WHAT NOT TO DO
Pressure them.
WHAT TO RECORD
Every legacy commitment, in one place.
WHY
It is otherwise held by whoever has been there longest.
