Give Your Customers and Clients Experience

A while back I was a member of quite a good membership site specialising in business matters. Around this time last year the owner of the site sent me a complimentary copy of a book he had recently written.

Having read the book over the Christmas period I sent a note of thanks and a copy of my book ' The Pillars of Successful Management'. This gift was never even acknowledged.

In the summer when attending a seminar I noticed the owner of the membership site was there. Asking for some simple directions he was less than friendly and not helpful. Returning home my membership was quickly cancelled.

This week I received an offer of £50 if I would reactivate my membership; this would have led in the future to me spending more money with this person. At this point I felt it was time to put out the facts. So I related the above.

When he responded he said he had not expected such a response and was sorry etc.

What many people think of in terms of the value of quality and customer satisfaction is quality of product or service. What in my view carries much more weight is the quality of the experience of the customer.

There is a moral here. Customers have long memories when the experience is bad. Customers are also unforgiving. There is no way the gentleman concerned will ever see another penny of my money. In all you do try to give everyone you meet a good experience, this way you always gain credibilty,

If you build a great experience, customers tell each other about that. Word of mouth is very powerful.

Jeff Bezos

Best wishes,

Michael Harrison.

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Article by Michael Harrison, Author, Consultant and Business Builder.