Most partnerships don’t end up in court.
Most friendships don’t end in a fight.
Most customers don’t leave in a huff and puff.
Instead, when one party feels under-appreciated, or perhaps taken advantage of, she stops showing up as often. Stops investing. Begins to move on.
Yesterday I went to a restaurant, went in, sat down and started to do some work.
15 minutes into the restaurant, I wasn’t attended to. No waiter came to me to ask for an order.
No, it wasn’t busy, it was just after the breakfast traffic.
Quietly I shut down my laptop, packed it and quietly walked out.
No, I’m not going to shout poor service, complain or sue anyone.
Didn’t have the energy to pick a fight and complain.
It takes a lot more energy to complain.
Quietly I left the restaurant and probably will put my best efforts somewhere else next time.
Just because there are no drama kings and queens as customers in your business does not mean you are doing okay.
A customer who does not say anything can be a far more dangerous threat that the one who screams and yells.
Quiet customers are not going to complain and give you feedback on how to improve, instead they will just leave and not come back again in a long time.
For such customers, walking away is not only the wisest thing to do but also the kindest thing they can do for themselves.
More likely, there are relationships out there that need more investment, quiet customers who are unhappy but not making a big deal out of it.
They are worth a lot more than the angry ones.
Just because customers are not complaining, does not mean they are happy.
Sometimes they quietly vote with their feet instead of making noise.