I’m far from a personal stickler for customer service, but as a content writer for a marketing agency, I’m well aware of the damage a really negative experience can do to a well-established brand. Every impression counts when it comes to a good business reputation – and a recent shopping experience served as a great reminder of just that.
My first boss (and my most memorable) used to say, “Achieving success is easy. The hard part is sustaining it.” Businesses can sometimes become complacent about their success. When things go consistently well for an extended time, it’s easy to develop a false sense of security, to assume that things are running smoothly because we’ve “mastered” a system and that the current growth momentum will just continue.