You know me, I'm a nice person. When I get bad service, I don't complain, fret, or criticize. I wouldn't dream of making a scene. I just happen to be one of those nice customers. But I'll tell you what else I am. I'm the customer who doesn't come back. Oh, I'll take whatever you give me, because I know I'm not coming back. I might even argue with you and feel somewhat better by causing you grief, but in the long run, it's just better to leave and leave quietly. You see, a nice customer like me, multiplied by others like me, can bring a business, yes, even your business, to its knees. There are many of us. When we have received enough bad service, we go to one of your competitors.
As you may have heard, we are now in a period when companies that perform service rather than produce goods are increasing in profitability, size, and number. With this shift, customers, more than ever, focus on service quality almost as much as they do price. For the first time, in 2002, a service company, WalMart, has been ranked as No. 1 in the Fortune 500. Read more...
Service - The Servant-Leader
From Fantastic Customer Service Inside & Out
(c) Frank Polkowski, et. al..