- The buzz today (and for the past few weeks) is that Twitter will be down for much of the day.
- When you pull out of the fast food drive thru, you check the bag to see if they got the order right.
- Your accountant takes two days to return your call.
We’re surrounded by mediocre service. It’s annoying. It frustrates us. And yet we tolerate it. And typically we tolerate it in silence.
That silence kills.
It kills trust. It kills loyalty and eventually, it will kill the relationship altogether. Don’t fool yourself into thinking that this is everyone else’s problem.
Do you know what your customers are tolerating? What do they find frustrating? If you don’t know the answer to that question (and aren’t repeatedly asking it) then you have customers who are slowly stepping towards the exit.
What are you going to do about it?