Impeccable Perspective

Impeccable Customer Service Tip #414

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”

-Zig Ziglar

Impeccable Customer Service Culture

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  1. wayne jordan says

    although this seems counter-intuitive, it can be very true. Years ago when I ran bagel bakeries my top managers and I used to have a running joke about how if business was slow we needd to piss a few people off in order to grow the customer base. Here’s why. If a customer comes in and everything goes well, you have a satisfied customer. Hopefully, you have a happy customer. But, people have a right to expect evertyhing to go well and so merely doing the job right may make a good, but limited, impression on the customer. If, however, someone screws up and disappoints teh customer, or worse, you are at a moment of truth. If a senior manager, or anyone for that matter, suddenly comes to the rescue with extraordinary service and response they can dazzle that customer in a way that is highly impressive and memorable. In sum, when something goes wrong is when you have the best chance to make the strongest impression on the customer. In my case, some of my most hardcore and loyal customers were the ones whom I almost lost at one point through an employee’s screwup, but who thought we were the greatest ploace on earth because a manager roved that we care, that we know better, and that we will take care of them.

  2. What a great example of this, Wayne. Thanks for sharing!

  3. More business and a chance to get insight to things “not so great” or downright terrible about your business. We’re in our own houses so much, we sometimes forget and put blinders on to obvious chances for improvement. Often those not so happy guests can point out something crucial…as we grow and move forward , we owe them thanks for pointing it out!

  4. Well said, Chef Tony!

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