It's human nature to want to avoid conflict with customers. Unfortunately, that means too often, we keep our spoken promises, but ignore when we break assumed promises. I recall growing frustrated waiting for a prescription. When the pharmacist did finally take care of me, he apologized for the long delay and explained that his assistant had just quit, so he was short staffed. He realized that I had assumed that the service would be faster, and treated it as if he'd broken a promise. Result - he kept my business. If you're serious about reducing customer defections - don't ignore conflict. Make sure to address it when your business breaks assumed promises.
Today's Chuckle:
Depression is merely anger without enthusiasm.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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