Why do customers {and that includes you and me} find it so difficult to recall more than a couple of occasions when they felt that they were treated exceptionally by the salespeople who dealt with them?
In his book, "Selling with EASE," Chris Murray explores the common challenge customers face in recalling instances of exceptional service from salespeople. He poses a question about why such memorable experiences are so rare, suggesting that many customers struggle to remember significant interactions that stand out positively. This reflection highlights a possible gap in customer service that needs attention in the sales industry.
Murray's analysis indicates that while businesses aim to deliver high-quality service, the reality often falls short. This disconnect could stem from various factors, including inconsistency in employee training or a lack of genuine engagement from sales staff. By addressing these issues, businesses can create a more memorable and satisfactory experience for their customers, potentially leading to better retention and loyalty.