customer satisfaction will bring you more revenue in the long-run

I stumbled across this quote from LL Bean earlier today,

“Above all, we wish to avoid having a dissatisfied customer. We consider our customers a part of our organization, and we want them to feel free to make any criticism they see fit in regard to our merchandise or service. Sell practical, tested merchandise at reasonable profit, treat your customers like human beings — and they will always come back.”

I loved this quote. This is at the very heart of why we built Customer Thermometer. Especially the words “…feel free to make any criticism they see fit in regard to our merchandise or service…”

It’s so easy to assume customers are happy – but are you really checking to see if they are? And then doing something about it? Bean’s commitment to customer service and being notified immediately and personally of any issues can be seen in this early store notice:

So that’s our brief thought for today – make a commitment to changing how regularly you seek feedback. You’ll be delighted with what it does for your business.