We are not merely rational beings.
Facts don’t move us nearly as much as feelings do.
Think of the irony of walking into a store that proudly displays
How highly rated on ‘customer service’ and ‘excellence’ ratings it is
But somehow still feeling like a number in their store.
Lost in translation I guess.
That certificate may as well be toilet paper…
Companies can spend millions upgrading technology
And creating new attention grabbing advertisements
But if the staff haven’t got with the program and
Still treat customers the same mediocre way
(even with a script of what to say, fake smiles and plastic greetings)
Much of the work to draw and keep customers is being undone.
This is why some of us shop where we shop
And walk past the flashing lights and new signs.
We go there because we feel human there.
Sure, improve the facts and figures of your business
We’ll remember that your service was efficient
But if you really want us to come back
You might want to pay attention to how you’ve made us feel.