Successful businesses, such as Leisure Getaways Incorporated, are always concerned with how they look like and what impression they create.
Many businesses, especially small businesses, seem to be completely oblivious to how their company really looks like to others. Sometimes you can tell that right away by just looking at a restaurant parking lot with a lot of cracks in the pavement or at the dirty floor of a dry cleaning service. Such businesses often don’t try and ask themselves about what people are saying about them and why. They worry about managing and operating the business and think that managing customer experience and customer service is much more important.
The reason why these businesses ignore negative comments and negative word of mouth is that they think that it’s out of their control. They feel helpless about managing customer experience, even though the examples are right in front of their eyes. For example, when Apple launches a new phone, tablet or a computer, it talks about the product before it becomes available for sale. Apple makes sure that their customers understand what makes the new product stand out and are excited about it. Apple talks to users, prospects, and the press.
All of this is hardly revolutionary, yet a lot of businesses don’t see it, don’t understand it and don’t do it. One of the problems with bad customer service is that clients are more likely to talk about horrible experiences than about positive ones. If a business does everything as expected, there is nothing to talk about. There is no story.
However, if a business does screw up, customers feel compelled to talk about their frustrations, in part because the Internet has made it so easy. This is one of the reasons why successful companies, such as Leisure Getaways Incorporated, always do their best to keep their customers happy and satisfied.