Why would you offend a customer…..

September 29, 2009 at 1:39 pm  •  Posted in Business by

  I got a call yesterday from a potential new customer. They had been taking lessons from a competitor. The teacher told the student that he must cut his hair or the teacher would not teach him anymore. Wow! Talk about destorying your growth… Now I do understand at times you must let students go, but to offend… I have a general rule of thumb. For every customer that leaves happy, that 2 – 3 who know about it. For every customer that leaves upset, that is 20-30 who will know.

  I saw an example of this not to long ago. I was at a doctors office in the waiting room. I would say that there was 10-15 people sitting there waiting.  The doctor who is a personal friend of mine walked out and saw me. He said , “Jon, what’s up?”. “Not much.” I responded. “Hey do you know that guy over at Blank Music Store?”, he asked. “Yeah, I know of him.”, I said. ” That guy was a complete #$*&@ to me and my family!”, he said.   He said loud enough for the entire lobby to hear. Just image what kind damage that did to that store’s business.

Jon

Get Adobe Flash player