Have you ever been seduced by great advertisement or a charming salesman only to be rewarded with low quality products and poor service. Most of us have and it is not a good feeling. In fact it tends to make us angry and frustrated because our emotions were played with and our money was wasted on crap. Many businesses perpetuate this problem by talking up a good game to get people in the door and fail miserably once a business relationship has been established. This is an issue that happens repeatedly and in turn creates very wary consumers who become fragile to the business experience. Once you have fragile consumers any problem no matter how minute can lead to a lot of frustration and cause for unwanted headaches. Read More Great Promotion, Failure to Deliver.
This week I had the displeasure of witnessing a business owner have a full-blown argument with a client. The client was upset because the business did not follow procedure from previous years and voiced their opinion about the following occurrence. The client also mentioned their personal situation and how the business did not correctly satisfy their issue brought in to be solved. The business owner in turn became frustrated when the client would not accept their reply and injected strongly with their own personal situation and basically dismissed the client’s feelings. The client reacted angrily and could not believe after years of being a loyal customer they were being treated so coldly and as if their situation meant nothing to the business owner. Even as the employees of the business tried to apologize for the owner’s actions it was clear that the damage was already seriously done. Read More You Call That Customer Service? Really???