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Monday, March 20, 2006

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]