7 Laws of Customer Retention | Extraordinary Business

imageRecently, my wife and I took our children out to pick up some items from the store, then out to eat.  I’d mentioned to my wife that I didn’t have a lot of time since I needed to put some time into a project I am working on.  She agreed that we would not make an all night adventure of it.

One of the things we had to pick up was a coat for my son.  We went to a couple of different stores, didn’t find one and decided that we would continue looking on another day, being aware of the time and my tight schedule.  Then we had dinner at the restaurant as planned and headed for home – already running a little later than planned.

En route to the house, we passed a Wal-Mart, to which my wife said, “Oh, wow.  That’s just a Super Center.  They probably don’t have any more coats.”  It is January and retailers are blowing out old inventory and so I agreed.  However, after driving past the store, I sense that all is not right in the world, so I ask if she had wanted to go to Wal-Mart, to which she sullenly responded, “No!”  Of course, “No” actually meant “yes.”

Exasperated, I asked her, “Do you expect me to read your mind?”  She turned to me, looked me in the eye and said, “Yes.  Yes I do.”

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