How we make our clients feel matters more than ever.
It used to be that one dissatisfied customer was just that, one customer. It’s likely that they complained to us, but that was the end of it.
Not so much anymore.
Now, everyone has access to social media and can broadcast their feelings to everyone else (regardless of whether or not their feelings are rooted in truth or stupidity.)
We no longer have the luxury of ignoring a client who doesn’t understand what’s going on.
It’s up to us to make sure that everyone is comfortable with the proceedings, and we better do it quickly, before they start grabbing for their phone.
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