How to lose a loyal customer

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”.

Every Saturday l drive to my 86 year old mothers house and spend the afternoon with her starting with breakfast, shopping, banking and then beating her in a game of Scrabble.

My mother is a wonderful person who is very smart, very kind and very thoughtful.

So we go to our usual breakfast spot and place our orders, however, she asked to replace the potatoes with baked beans. The waiter informs her that there are no substitutions so he will have to charge us an additional $ 1.95. So I ask for the owner and he comes to our table and explains that the computer system cannot substitute potatoes for eggs. I reiterated that he was going to charge us for the substitution.

When the waiter brings the bill, I pay the extra $ 1.95 and give him a 25% tip.

On the way out the door, I approach the owner and say the following . . . 

We come here once a week

We spend an average of $25

That’s over $ 1,000 per year

We have been coming here for 5 years and would continue to come for another 5 years

You just lost $ 10,000 to save $ 1.95

You made a bad decision and we will never come back.

As a matter of fact, I will personally tell this story to as many people as possible.

That’s how you lose a loyal customer. 

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