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Four Things Customers Never Forget

July 31, 2007

1. "Customers do not forget attitudes.  This includes the attitudes of everyone in your company they deal with - the receptionist, the secretary, even the driver or messenger who delivers your product to their office.  Each member of your corporate team is an extension of the sales and customer service experience, and if any person has a sour attitude, or doesn't care about the customer, this will spoil the whole experience of your customer.
2. Customers never forget your promises.  Your business is based on trust.  When you lose a customer's trust, there is really no basis for continuing the business relationship.
3. Customers do not forget how you handle any issues or misunderstandings.  Be aware that an issue or problem is always an opportunity for your customers to remember the professional way you handled an uncomfortable situation.
4. Customers never forget the small stuff.  The best marketing tool available to you is your customer's satisfaction after the sale.  You can really set yourself apart by becoming an after-the-sale customer champion (Cottrell &Layton, 2006, p. 20-22)."

Reference:  Cottrell, D. & Layton, M.C. (2006).  Listen up! customer service: a guide to develop customer loyalty.  Dallas:  CornerStone Leadership Institute.

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Created: 2008-02-28, Updated: 2009-02-20