An angry client is a problem to your professional practice. But consider for a moment: a disappointed client may be a much greater danger.
Disappointed clients rarely write angry letters, ring you to complain, or take the trouble to tell you what’s wrong.
Instead, little by little, disappointed clients store up negative experiences, feelings of being badly done by or ignored.
They don’t complain because they lack confidence in their ability, and your will, to address their problems.
As their expectations are dashed, bit by bit, disappointed clients disengage and eventually leave.
Professionals must understand that the greater the prestige of their “brand”, and the greater their service promise, the higher the probability of creating disappointment.
That is, where reality falls significantly short of promise, the insidious problem of client disappointment festers.
These are the clients most likely to be you competitor’s next “win”.
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