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This isn't crazy at all, in fact it's been proven to be true. The Marriott hotel chain found that guests who had something bad happen during their stay but whi
by michaelrbock 13y ago
This isn't crazy at all, in fact it's been proven to be true.
The Marriott hotel chain found that guests who had something bad happen during their stay but which the Marriott fixed were actually more likely to return than those who had nothing bad happen at all.
Source: www.cbsnews.com/8301-505125_162-48540174/how-customer-complaints-can-improve-business/
- smackfu 13y agoReminds me a bit of people who say "Apple is the best! My phone died but they replaced it on the spot."
- mikeash 13y agoThinking about it, it makes sense to me. Everybody makes mistakes, and everybody experiences bad luck. If you only experience good times with a company, then you have no idea how they respond to bad times. They might be great, or they might be awful. You just have no idea. If you experience a problem with a company, then you know how they respond to problems. If they do poorly, you'll avoid them. But if they do well, you now know that they handle problems well. The time then comes to choose a company for something. Which do you choose: an unknown, or a company that you know handles problems well?