When you’re done speaking with a customer, that’s when they start talking about you and they’re going to say one of five things about you after that transaction is over. Something great, something good, nothing, something bad or something real bad. And the most interesting part of that formula is: you choose exactly what that customer will say, by your words, by your actions, by your deeds.
So now the BIG question is what are you willing to do?
Customer Satisfaction is Worthless, Customer Loyalty is Priceless