Week 7.1 Work Place Relationships

In Chapter 6 authors present a scenario of a relationship being build between a customer and the store manager. They talk about "moment of truth" which creates a lasting impression of the Organization.

The way the store manager interacted with the customer is very nice and definitely helped her make the sale. But from my personal experience the more important thing is to make sure the lasting impression is not a negative one. I normally do not remember the stores where I had good experience and service, there everything was good so normally I do not make a conscious effort to go back to the same store but they have equal chance of me buying at the store like any other store. But if had bad experience with service in a particular store I tend to remember that avoid those stores in future. I normally do not go back. I think negative things have more impact on us than positives.