Most Customers Don’t Give 2nd Chances

http://adii.me/2011/08/most-customers-dont-give-2nd-chances/

by joshuacc • 15 years ago

6 2 15 years ago

wccrawford• 15 years ago

"It also means that we never had the opportunity to prioritize that customer and fix the situation (in which case we possibly had a chance to keep them as a customer)."

No, it means you didn't get a SECOND opportunity to fix the situation. You got your first one.

And you don't seem to have realized it, but many customers don't complain in the first place. They just go away. You should treat every customer complaint as a warning that they are leaving you.

In a few rare cases, that's going to be okay. You probably want them to leave. Some customers are too expensive to keep.

But in most cases, you probably aren't doing enough.

nikki9696• 15 years ago

I think the more accurate statement is that most first-time customers don't give you a second chance. Personally, if I have had good times with a company, I am more likely to tolerate issues than if the bad thing happens on my first try with them.

Most Customers Don’t Give 2nd Chances

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