[Histonet]advice to vendors
Jackie M O'Connor
Jackie.O'Connor <@t> abbott.com
Tue Oct 24 14:58:14 CDT 2006
I attended a customer satisfaction management seminar a few years ago,
where I learned that for every bad experience, a customer will tell
approximately 10 people about the problem. However, that same person
will tell between 0-2 people about a positive experience with a merchant.
Ergo the saying (which my husband used frequently during his 23 year
military career) changed to a PG rating - -
"It only takes one "AH - Shoot!!" to wipe out TEN "'Atta-boy!"(s)
Geoff McAuliffe <mcauliff <@t> umdnj.edu>
Sent by: histonet-bounces <@t> lists.utsouthwestern.edu
10/24/2006 02:30 PM
David Henriks <henriks <@t> southbaytech.com>
Douglas D Deltour <doug <@t> ppspath.com>, histonet <@t> lists.utsouthwestern.edu,
"'Monfils, Paul'" <PMonfils <@t> Lifespan.org>
Re: [Histonet]advice to vendors
Vendors might want to remember, and practice, this old chestnut .........
"You never win an argument with a customer"
David Henriks wrote:
> Paul, Mark and Doug:
> I said nothing about censorship and I did not discourage anyone from
> sharing their opinion. I suggested that those opinions be shared
> off-line. Often times there is much more to the story than the
> initial complaint might indicate. Getting the whole story out would
> probably involve multiple emails and discussion. A recurrent theme I
> am hearing is that if the vendor makes a good product and offers good
> service, then they have nothing to worry about. I don't mean to be
> flippant, but that is naive. Marketing is the name of the game.
> Companies with great products and services go under all the time
> because of negative publicity. Alternatively, companies with marginal
> products and service often thrive due to extensive and aggressive
> marketing. In this industry - as in many industries - the products
> are produced by a large group of small companies. Many companies
> don't have a huge marketing budget that would allow them to counteract
> the negative publicity given on a site like this. How is a vendor to
> respond? Do you want the vendor to continue a thread on the Histonet
> providing the details of the individual incident? Is that
> appropriate? Or, does the vendor ignore it and leave that negative
> impression hanging in the air to the countless members that have seen
> it and tucked away that thought in the back of their minds. Or, as
> has been suggested, do you ban vendors altogether so there is no forum
> at all for them to respond.
> As for Doug's comment about making a positive comment, of course I
> wouldn't mind that. That's why I said "praise in public, criticize in
> private". There is no harm to a vendor by publicly praising them.
> Just as there is no harm to the inquirer if they receive criticism
> about the vendor they are considering in private.
> I'm sure you wouldn't have a problem if your boss posted to the
> Histonet that you are the greatest histologist in the history of
> histology. Would you have a problem if he posted to the Histonet that
> he had some problems with you and that he questioned your ability to
> perform your job? If you're a great histologist, I'm sure that it
> wouldn't bother you to have negative comments posted about you for
> everyone to see. After all, your work should speak for itself. Maybe
> some people had never heard of you and were not aware that you are the
> worlds greatest histologist. Do you think their opinion of you might
> be skewed a little bit by the negative comment?
> We are all "vendors" to some degree. We are either selling our
> talents to our employer or selling our goods to an end user. We are
> all an integral and equal part of the industry and it is wrong to
> treat vendors as if they are anything less.
> Best regards-
Geoff McAuliffe, Ph.D.
Neuroscience and Cell Biology
Robert Wood Johnson Medical School
675 Hoes Lane, Piscataway, NJ 08854
voice: (732)-235-4583; fax: -4029
mcauliff <@t> umdnj.edu
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