Page 3 - customer service consistency matters
P. 3
That morning, my regular coffee shop deviated from what I was used
to. I didn't complain—but I didn't stick around.
Any failure in consistency forces customers to face this dilemma: do
they stay and suffer an inconvenience to do business with you, or do
they find a better alternative?
As a business owner, I know that everyone drops the ball once in a
while. Things happen—and perhaps I could have empathised. But as
a customer, that one time was all it took for me to move on. I also
had a shop to open at 9:00 a.m., and I couldn't afford to have my
customers finding my doors closed, thinking it was strange, and m
moving on.
