1, 2, 3…
1. Quick! Name the last store you went to where you had an awesome experience—the kind you could hardly wait to tell a friend about.
What was so special?
Take your time.
I’m stringing this out right now while you remember back.
Oh, that was a nice time, wasn’t it? I can almost imagine it.
2. Ready? Name the last store you vowed you’d never step foot in again.
What did they do?
To you, or to a friend you were with?
Now that you think about it, were there other signals?
Yes, I hear you.
Wow. All that?
And how many times before had you thought, “I shouldn’t come here again,” before deciding this was the last straw?
Jeez. That’s bad.
3. Confess… Which one did you actually tell someone about?
And how many someones have you told, so far?
Scoring for this quiz is measured in customers gained or lost. Including potential customers, who heard about the companies through your word-of-mouth.
Even though you said, gosh, that was wonderful, I can hardly wait to tell someone, if you’re like most folks you probably never told anyone about #1.
#2, you’re still mentioning. Not only that, you can still remember every hairy moment, and the three to five trips before that when you should have said never again, too. That’s all become part of the story, to give clear proof to your listener why they should also never shop there. (Skip their name, but do share the dirt in the comments!) The awesome experience has sort of faded. Sure, it was great, but for most of you, I’m guessing you can’t tell nearly as detailed a story about that positive experience.
The good experience you provide at your office or your store (or even your online experience) is important. In fact, it’s absolutely critical.
But let just a few bad customer experiences slip through your fingers, and you’ll find out the business-crushing truth: the power of one angry customer can outweigh the joy of a hundred happy ones.
Food for thought.
Let’s get a little catty today!
If question #2 got you steamed all over again, I’d love to hear your horror story. (Remember, no naming names. To protect the guilty, we’ll need that rule of civility.)
What did the business in question do to get you to turn on your heels for good—and how many people have you told?
Grow and be well,