Have you ever been unsatisfied with a company’s product or service? Sure, we all have. How about over-the-top wowed by a company’s product or service? I hope you have! Consequently, what do we think about the company in either of those situations?
I like Taco Bell. There, I admitted it. Taco Bell Anonymous. Sometime last year when I visited Taco Bell I ordered my usual Meximelt and ended up being disappointed. Not at the meal, but at the paper wrapping protecting my precious Meximelt. It was tissue-paper thin and before I even got it out of the bag, it was ripping apart and sticking to my food. Yuck! Now, I understand cost-savings, but that was going a bit too far. But did I complain? Did I call their customer service and voice my opinion about their cheap paper wrapping? No, I just didn’t go back.
After a long hiatus, I had the opportunity to eat Taco Bell once again. Yes, I ordered the Meximelt, dreading the mess the paper wrapper was going to cause, but anticipating the good food. However, I was pleasantly surprised that they had upgraded their paper wrapper. Yay! Win for them! On the other hand, every time I picked up my drink cup, the sides caved in. That was an accident waiting to happen, which luckily didn’t.
I started thinking about customer satisfaction. There’s a fine line between saving money and decreasing customer satisfaction. You want your customers wowed and happy they chose to spend their money with you! You certainly don’t want them quietly going away never to return. [Read more…] about Don’t make your clients quietly go away never to return