Government research showed that 78 percent of customers who decided they would never shop a given store again attributed that decision to the indifference shown them by someone working at that store. Here's where the analogy to Aesop's fable changes somewhat. Every customer, on the other hand, knows lots of other customers who also lay golden eggs. When treated indifferently, the customer tells between ten to twenty of them not to shop at the store that showed indifference. When treated with care, the customer tells about seven others to shop at the store that showed a caring interest.
Nothing cuts to the heart of a customer more deeply and more quickly than indifference.
After all, doing business is based on a relationship of trust between two people or more. Let's ask ourselves what is the most damning thing in a relationship, say, between two spouses. Let's take a look at some of the ways retail stores communicate their indifference to customers. Pick any ten places of business. Call each one for information.