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Nothing lifts your soul like "getting it off your chest." |
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A basic rule of customer
service is that for every good experience a consumer has, they will
tell 3 people how happy they are.
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For every bad experience,
they'll tell 10 people how pissed off they are.
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And we all know that
nothing travels faster than bad news, so you can probably count on those
10 people telling another 10 people, and so on and so on.
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Let's imagine you've
told your 10 people about your bad experience. What little satisfaction
you derive from that doesn't make the bad experience right. You've only
given the offending party their just desserts.
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But you haven't gotten
yours.
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Drop me an e-mail
and tell me about your bad experience.
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Look at it this way:
merchants spend gazillions of dollars every year on selling themselves
to you. They don't need you spreading the word about their ineptitude.
They KNOW you'll tell 10 people every time you go away unhappy. Part
of their advertising budget is singularly targeted toward keeping you
happy. They know that if they ignore the power of word of mouth, they're
throwing away their good money on advertising, and, in the long run,
making sure you tell 3 people that you're satisfied is a LOT less expensive
than just letting you tell 10 people that you're not.
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I will post your experience
on this website. Then, I will contact the offending party, advise them
of your complaint (maintaining your anonymity, if you so desire), and
then, I'll solicit their feedback with the promise of posting their
reply. The best case scenario for you is that you get some satisfaction.
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Was it with:
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A restaurant?
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A plumber?
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A garage?
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An airline?
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A politician?
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A policeman?
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A "man of the
cloth?"
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At this point, I can't
imagine anybody that's going to scare me into folding...
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So, let's cash in,
shall we?
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