Not long after signing a new client, my team and I did a free presentation for their employees. I received fabulous feedback from my contact at the company, who said that it was exactly what they wanted. My team and I were very pleased. Two days later, I got an email from someone higher up in the company’s chain of command saying the exact opposite: We didn’t deliver what they expected. And just like that, the satisfaction of a job well done quickly evaporated.
I love this, Wendy. I worked with my husband a bit in our bars and restaurants. He repeatedly reminded our staff that the customer who complains was doing us a favour by giving us an opportunity to fix things. Like you mentioned, an unhappy customer is going to tell many people how unhappy they were, a satisfied customer might return, but never tell a soul how happy they were.
I love this, Wendy. I worked with my husband a bit in our bars and restaurants. He repeatedly reminded our staff that the customer who complains was doing us a favour by giving us an opportunity to fix things. Like you mentioned, an unhappy customer is going to tell many people how unhappy they were, a satisfied customer might return, but never tell a soul how happy they were.