Dwight Chapin

“Every time a business in the service industry creates a negative emotion in the mind of a customer or client, that individual will share his dissatisfaction with an average of ten people before the emotion dissipates. The same research shows that a person who is impressed with a service will share that positive emotion with an average of only three other people at most. Given this situation it’s obvious why negative news travels faster and farther than positive news.”

Dwight Chapin

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