Not long after we moved into our house a new bakery opened around the corner. I LOVE bread so the prospect of the bakery so close by was for me the equivalent of Christmas for a 5 year old.
Imagine my surprise when such a lovely shop – filled with such goodies is owned and serviced by a really unfriendly woman. She always looks like I am disturbing her when I want to buy bread never “hello” or “goodbye”. So I rather walk a bit longer to another bakery where they are friendly – and I only go to the one around the corner when the other is closed. I have never told her why I am not her biggest customer, but neither has she asked me.
That is the problem – if you do not ask your customers whether they are happy – how can you really know? When I ask that question I often hear “The customer keeps coming back” or “they never complain” but that is fraud I am sure the bakery around the corner will say “she keep coming back” and I do – but only 20% of the time. And they could say “she never complaint” and they are right I don’t. But I never tell people about the bakery either it is my “back –up solution”. On the other hand if the service in the little bakery (which by the way is beautifully decorated) was top notch – I would bore everyone I know about this little gem.
If your customer is truly happy with your product and the service they receive they are your best advertisement. But before you know – you have to ask!!!