This is a short story I always used to tell in my Quantum Leap workshops when talking about customer retention and complaints. It was always well received, so I thought I’d share it with you here:
I’m a nice customer. You all know me. I’m the one who never complains, no matter what kind of service I get.
I’ll go into a restaurant and sit quietly while the waiters and waitresses gossip and never bother to ask if anyone has taken my order.
Sometimes a party that came in after I did gets my order, but I don’t complain. I just wait.
And when I go to a store to buy something, I don’t throw my weight around. I try to be thoughtful of the other person. If a snooty salesperson gets upset because I want to look at several things before making up my mind, I’m just as polite as can be. I don’t believe rudeness in return is the answer.
I never kick. I never nag. I never criticise. And I wouldn’t dream of making a scene, as I’ve seen some people do in public places. I think that’s uncalled for. No, I’m the nice customer. And I’ll tell you who else I am.
I’m the customer who never comes back!
When I get pushed too far, I just take my business down the street to places where they’re smart enough to hire and train people who appreciate nice customers. And the world is full of nice customers, just like me, who can put anyone out of business.
I laugh when I see you frantically spending your money on expensive advertising to get me back, when you could have kept me with a few kind words, a smile, and some good service.
I don’t care what business you’re in. Maybe you live in a different town; maybe I never heard of you. But if you’re going broke or your business is bad, maybe there are enough people like me who do know you. I’m your customer who never comes back.
Author unknown (but nice)
Please share your thoughts and add your questions to the comments below. I’ll try to provide as many answers as possible in my future online videos, seminars, workshops, masterclasses and blog posts.
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