tag:blogger.com,1999:blog-5285812003538838741.post736052995476421078..comments2009-01-20T13:44:40.462ZChristopher Kellyhttp://www.blogger.com/profile/10660157291722137172noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-5285812003538838741.post-18798986352845619392009-01-20T13:44:00.000Z2009-01-20T13:44:00.000ZDanny, I just noticed that I forgot to reply to the comment you left at the weekend! Sorry about that... Now I will have to apologize and amend the situation by living up to your expectations!<BR/><BR/>Great points though. Let's face it; second chances come by very rarely in today's era of interconnectedness. If you are fortunate enough to be granted one of these rare opportunities don't blow it by failing to live up to the expectations subsequently placed upon you. Whilst second chances are rare, third chances are unheard of...<BR/><BR/>There has been abundant research carried out into the effects of falling short of expectations following the verbalisation of a service failure by the customer. The majority of the research suggests that customer feelings of negativity experienced following a service failure are amplified by the organisation failing to adequately resolve the situation. Such an outcome will almost certainly result in the production of negative word of mouth.<BR/><BR/>If anyone is keen to learn of some such articles, let me know and I will suggest some reading.<BR/><BR/>TLRThe Lovable Rogue also known as Chrishttp://www.blogger.com/profile/10660157291722137172noreply@blogger.comtag:blogger.com,1999:blog-5285812003538838741.post-63152700926151618472009-01-18T01:37:00.000Z2009-01-18T01:37:00.000ZGreat point Chris, and one that too many organisations (and individuals) forget about.<BR/><BR/>An apology without meaning is no better than a bare-faced liar saying he's your best friend while organising a sleepover with your wife.<BR/><BR/>Show me someone that's willing to say they were wrong and I'll give them a chance - but if you blow it, you've blown it for a long time. And time is something that not a lot of people or business's have...Danny Brownhttp://dannybrown.menoreply@blogger.com