It has been said that President Franklin D. Roosevelt was tired of the typical small talk and flattery he received when meeting with adoring guests at various White House receptions. FDR was certain that guests really werent listening to what he had to say, so at one particular event President Roosevelt decided he would make the exact same comment to each guest to see if, in fact, they were listening. As the guests arrived and shook the Presidents hand he smiled politely and said in jovial tones, I murdered my grandmother this morning.
As Roosevelt expected, the guests simply gushed and paid the President a compliment and move along. Its easy to think that President Roosevelt found the interchange both amusing and ultimately a bit sad. As the last of the guests were coming through a foreign diplomat shook Roosevelts hand and heard the President say, I murdered my grandmother this morning. The diplomat stopped for a moment and replied, Im sure she had it coming to her.
Just like the President, customers are used to feeling as if their concerns are really of no concern to the business they had just purchased from.
Imagine a customer thinking it was possible...
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