A client told me a story today that illustrates a principle that every business owner or manager needs to embrace and act on.
Unhappy prospects or customers are an opportunity to display your real value and win a fan for life.
Here is the story from the owner of a start up yoga studio in New York City.
A neighborhood person began to say negative things about the studio on Twitter. Challenges about the pricing being too high and a lack of community involvement in the new studio. A PR person working with the studio’s owner responded and engaged the disgruntled neighborhood person. This lead to the owner becoming engaged and an exchange of emails that clarified the concerns and the facts of what the studio was really doing. The neighborhood person also received feedback from others about the competitive pricing for yoga in NYC. All of this lead to an invitation from the owner for the neighborhood person to come by for tea and attend a Saturday evening potluck party at the studio. Continue reading