Over at Church Of The Customer Blog, Ben writes about a friend who offered feedback to a small business. The way the business responded should be considered a customer service best practice for all small businesses.
Note the point about customer plus-delta.
Personally, my loyalty to various businessess, big and small, has been reduced when they failed to respond when I contacted them or when I responded to their crude attempt at soliciting my feedback. Their failure to respond has cost them lost sales. I’m sure I’m not the only one who feels that way.
For more on feedback, see my June post, 21 Ways To Gather Customer Feedback.