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Contagious Dissatisfaction

Most businesses wouldn’t question that it’s a good idea to resolve problems quickly to prevent erosion of their reputaton, but many don’t do a particularly good job of it. Even when it’s too late to fix the actual problem, an apology can mollify that customer and even result in reversal of the public criticism (see Apologies Really DO Work).

Martin Lindstrom, author of the best-selling Brandwashed, conducted a simple but telling experiment in a cooperative restaurant. […]

By |October 28th, 2011|

Apologies Really DO Work

Have you ever annoyed a potential customer, or made her angry? Before you decide to ignore the faux pas and press forward with the pitch, or write her off and move on to greener pastures, try this simple technique: say, “I’m sorry.” That’s likely instinctive behavior for many of us, but at times it may seem easier to call no further attention to your words or action that aggravated the prospect. Doing nothing is the wrong call, research shows. […]

By |July 14th, 2011|