See Andy's other stuff:

LinkedIn
RSS Feed

Follow Andy

Contact Me >>

How would you know if an employee was driving away your customers?

Everyone knows that the furniture store near my house (a local store of a billion-dollar national chain) has a manager with a nasty attitude.

We dealt with her more than once. Our problems were bad enough that it went to top management.

But a month later, the same rude person scolded us when we tried to return something. So we’re never going back.

The big question here is: Why hasn’t the national office dealt with it? You should always assume that one customer complaint = a dozen real incidents.

So when a company hears about stuff like this, do they have a process to track down and flag recurring problems? Do they look for patterns?

Or do they treat each incident as a one-off, which hides a deeper and more significant problem.

Where is their system to flag systemic problems?

Where is yours?

Email to a friend:

Privacy: We won't save or reuse these emails.

Comments

Comments are closed.

Get My Newsletter!

Subscribe to Damn, I Wish I’d Thought of That! for a weekly email full of unusually useful ideas for smart marketers. Great marketing is about brains, not bucks. The best business ideas are easy to do, inexpensive, and fun. Learn to simplify your business, earn word of mouth, and thrill your customers:

Never display this again