Article > Editor’s Note

Parts Pros Should Worry About The Quiet Customers

By Mark Phillips

Everyone has a customer service story to tell, especially a bad one.
Mark Phillips
Everyone has a customer service story to tell, especially a bad one. There’s an old saying that goes something like this: If someone receives good customer service, they’ll tell three people; if they have bad service, they’ll tell 10. While I agree with that, there’s always that customer who might not say a thing if they receive the bad kind. And I think there are more customers out there than anyone realizes.

How do I know this? I’m one of them.

Here’s an example: I recently went to a restaurant that I’ve been to before. I’ve not been there that many times, but generally, every time I’ve gone, the service has been pretty good, the good is great and the bill a little more than I’d normally pay, but the good food and service made up for it.

The last time I went, some of my food was stale. The server basically tossed my bill on the table. She didn't bother to ask me how the meal was. In short, it wasn't a great experience.

But rather than tell someone right away that I wasn’t pleased, I kept my mouth shut. Why? I really don’t know. Maybe it was because I needed to get back to the office. Maybe it was because, while I’ve been to this restaurant before, I’d never really cemented a great relationship with it and didn’t care enough to tell someone. Maybe it’s because I know I can take my money elsewhere.

Whatever the reason, I think I put down a little mental note: “Don’t come here again.”

We’ve all done it. It’s human. It’s the same reason cave men stopped eating this berry or that animal — the last time they did it, it made them sick.

I think the moral of my own story is this: Don’t worry about the customers who complain about the service they receive. Worry about the ones who say nothing and don’t return.

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