Posts tagged " reputation "

What an overreaction!

June 22nd, 2016 Posted by Thought Tools No Comment yet

“What an overreaction!” This exclamation came from a man who consulted me about some business problems. He was alluding to a former customer of his who angrily left him for a competitor and also bad-mouthed him to others. “We were late on a delivery and off he went on a rant,” he continued. “What an overreaction!”

My gentle questioning revealed that my client had not personally called the aggrieved customer to apologize nor had he offered any kind of compensation. But what was far more interesting was that I discovered that this occurrence was not the first time my client had delivered appalling service to this customer. It was not even the second time. It was the third. (more…)