Your retail customer relationships are more fragile than ever. Do the right things, or you’ll be replaced by the next business in line.
It’s daunting. Here’s one of the problems. We remember up to 90% of the things that happen to us.
So it’s no wonder your customers remember the businesses that didn’t care about them. Customers feeling ignored. Wronged by the business—but more likely by the front-line representative. And, we rely on our highly trained, front-line staff to do the right things. All the time.
And now it’s worse. It’s easy for a customer to share a bad experience with thousands of people instantly. Scary.
I suspect you’ve abandoned your share of businesses who showed they didn’t care. Here are a few from me…
The software company staff who lied to get my business.
The car dealer who tried to change a new car deal—after the paperwork was signed. (They went out of business.)
The grocery store clerk who ignored our 10-years of customer loyalty. The store then lost over $80,000 of our business, after she poorly handled a friendly request. (It was “policy” over the “right thing” to do.)
The bank where we suddenly ended up with six confusing accounts. (You know the one.)
The airline staff who made no effort to help our family when the seat assignments suddenly became “open boarding.” (Who would’ve thought a 2-year old sitting by herself was ok?)
The store manager who increased the price of a dishwashing machine we were about to buy—as we were looking at it! (That store is almost gone.)
Each of those companies would’ve been stronger, with more profits if the staff cared about customers.