Bad Word of Mouth

Over at The Consumerist they're talking about new research that tries to give specific numbers to just how bad word of mouth can be for a business.

Those of us that have bartended have known this for quite some time, for the sheer fact that we can see the effect of word of mouth over a single night. If you treat a customer poorly they will tell the rest in their group to order from the *other* bartender or from a waitress so they don't have to deal with you. Tips will then be affected.

The most compelling stat is that almost half of people will not use a vendor if someone else has spoken poorly of them. We are, after all, sheep by nature.

Worth keeping in mind no matter what you do.

Quantifying Bad Word of Mouth - [Consumerist]



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