Customers remember the best and the worst.
When you absolutely “nail” it, they remember, and when you absolutely “stuff” it, they also remember, but guess which one they remember when you do both.
The parable of the bungled baggage, and variations of it is a story often used to illustrate the point, a small or seemingly unrelated factor can undo all the good work that goes into a customer interaction, so watch for the small things, and focus manically on what Jan Carlzon calls on the “Moments of Truth” those times when there is a direct contact between your front line of customer service, and your customer, after all, without customers, there is not much else.
