Section 3: Service Gaps
Communication is vital to achieving customer satisfaction. But it is a two-way process—you can’t learn about your customers’ needs if you do all the talking. Talk too much and you risk alienating the very customers you hope to please.
My doctor exhibited this syndrome when I asked whether Condition A was related to Condition B.
As if I’d just pressed the “Chatterbox On” button, she proceeded to describe all medical research conducted on both conditions since Hippocrates was a lad. I was impressed with her knowledge, but not once did she ask the reason for my question. The upshot, when she finally reached modern times, was ...
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