If you think customers don’t care about how you treat them and your employees, think again. Yesterday morning, as I went on my walk, I came to the point where I normally stop for iced tea. For the maybe the sixth time in 15 years, I went to Burger King. I stopped going to Burger King because they used the concentrated iced tea instead of fresh brewed. Several months ago, I heard that the one near us now uses fresh brewed. I hadn’t tried them until today. And I changed because my favorite stop for iced tea, and sometimes breakfast, finally lost my loyalty.
So what finally broke my feeling of customer loyalty? Actually, there have been a lot of things that all added up over time. For instance, this restaurant didn’t heat the facility on cold days. Among the other irritants, I watched them toss away good managers, destroy employee morale, and more. Finally, the accumulation of actions, each showing the business owner lacks a heart-centered focus to his business, has undermined my commitment to [...]
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