Which one makes a better conversation topic?
Which one makes a better conversation topic at the water cooler?
- The pizza that was delivered within the 30 minutes limit?
- The pizza that arrived after the 30 minutes (and was free)?
- The pizza that arrived one hour late –and cold- after three phone calls to the store?
Get our point? Customers are much more likely to talk to other people about their bad service experiences than their “normal” business interactions.