By Paul R Timm PH.D.
Designed to get all managers and staff considering the little issues that may be performed to inspire patron loyalty and increase carrier.
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Additional resources for 50 Powerful Ideas You Can Use to Keep Your Customers
3. The experience was more positive (or less negative) than the customer anticipated. In the condition described in number 1, the customer’s experience was not very good. She’s dissatisfied and likely to defect to another provider, if she has a rational alternative. 36 Powerful Ideas That Get You Focused In the condition described in number 2, the customer is neither dissatisfied nor particularly motivated to return. This person is in the zone of indifference we discussed earlier. In the condition described in number 3, the transaction was better than anticipated.
In casual conversation (what we call “small talk”), Americans prefer to talk about the weather, sports, jobs, mutual acquaintances, and past experiences, especially ones they have in common with their conversation partners. Most Americans are taught to avoid discussing politics and religion, especially with people they do not know well, because politics and religion are considered controversial topics. Sex, bodily functions, and emotional 48 Powerful Ideas for Projecting Your Personality to Customers problems are considered very personal topics and are likely to be discussed only with close friends or professionals trained to help.
WILLIAMS TO YOUR COMPANY What does Mrs. Williams and the grocery store example have to do with you and your business? Basically, the same things can happen. Your unhappy customer will tell other customers or potential customers. They in turn will tell even more people. Take a few moments and go back to the Mrs. Williams example, but this time use data from your own organization. Supposing you lose one customer and some of the other statistics hold true. Take a few moments to calculate the numbers as they apply to your organization.