There is a bakery close to my house. I like going there weekly to buy bread. Although I have not been too fond of their service, I continue to patronize them because the product is satisfactory and the store is just a walking distance.
This morning, my wife informed me another bakery might be opening some metres closer to our house. If I check them out when they do open and find that their bread (that’s the priority!) and their service are much better, what do you think I would do? Switch, of course.
Often, businesses become complacent and assume they have their customers for life. They forget they are in competition with other providers, both present and future. And while the product is excellent, they ignore the need to provide good service.
Businesses lose customers not just because their product is deficient, but also because their service is poor…
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