Client Relations - Tell Us You're Completely Satisfied - Or Else! |
Customers don't want to be put on the spot, compelled to disclose their attitudes and feelings. Under compulsion, what we say is highly suspect, anyway, and it isn't much good in giving guidance to companies regarding their performance.
If companies are after "the truth" they only need to monitor the nonverbal behavior of clients. I walked back into the rental agency to make this point.
"If you want to know if were satisfied, look at our faces."
I pointed to a fellow to my left, obviously perturbed.
"He's not happy, now look at me."
"I'm fairly happy; do you see the difference?"
asked this top speaker, CNBC expert commentator, and best selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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