The Extra Mile

I read yesterday an article on customer service.
The problem with going the extra mile to make customers happy is the
extra mile becomes the exspectation. Then when you offer the sun, moon,
and stars to keep a customer satisfied, the customer demands the heavens
too.

Experienced salesclerks know not everyone will be pleased no matter how
hard they try and people who scream they never will shop again return
the next week.

If we kept records for every complaint and compliment we get like this
writer described at her job once, we would need cardboard storage boxes
to hold all the complaints we get. That is why companies have 800
customer service lines and web sites to handle customer problems. The
compliments would only require an evelope. People say nothing when they
are happy, they speak with their dollars. Post later. Bye!