Ruined Customer Experience from Small Greedy Moves #cx
by Kate Nasser |
Ruined Customer Experience: Small Greedy Moves at Fault!
When customer experience leaders and teams think about dissatisfied customers abandoning their business, they often look for the big reasons. Yet small greedy actions drive customers away as well.
Ruined Customer Experience: Small Greedy Moves Drive Customers Away
When customers see that you care more about your business than you do them, they look for a less greedy company to serve their needs.
Ruined Customer Experience: The Latest Example
Customer pulled into the major brand gas station she frequented often. She even had a gas credit card with that brand. She filled up there twice a week. She always said, “fill it up but don’t top it off.” The regular attendant on duty was always agreeable to this. One day she pulled in and gave him the same request. This time he topped it off. When she objected, he said, “My boss makes me overfill by a nickel each time or I get into trouble.” She asked him why. He replied, “I don’t know but I can’t please you both.”
The customer never went back there. It was a ruined customer experience. You might think, it’s just a nickel so what’s the big deal?
The customer …
- Lost trust in that gas station
- Felt disrespected and manipulated
- Felt angry enough to find a better customer experience elsewhere
Their nickel decision told the customer they cared more about their profits than her preference. This small greedy move and the ruined customer experience cost the business far more than it gained. It cost them a loyal customer!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
Engage in people skills learning!
Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.
I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™