Show Notes: This week there's a guest on the show. Somehow he sleeps during the complete recording. The theme for this episode is "Complaints". Listener's complaints about our last episode have Roger (almost) in tears. This leads us into a discussion about the value of complaints from customers. The effect negative criticism has - and how to turn criticisms into long time loyalty. The Bits Size Example: What Bite Size (cafe bakery) do when they get complaints. They embrace the critic and the criticism. Acknowledge the complaint - assure the critic that something will happen. The owner speaks to the person - Roger describes what the owner does. Paul refers to research: When people have a bad experience, they usually don't come back. Paul advocates a radical approach to win back the affection of the disgruntled customer. enhance your reputation in the wider society Paul summarises the Nordstrom story told by Tom Peters in "A Passion for Excellence". The "Re-film Game of Thrones (last season)" demand has made Roger angry. "Pay no attention to the critics" says Roger. Creative people must resist. Some films are regarded as dreadful when launched - and are later regarded as masterpieces. What does this mean? What about fashionable opinions? [Damien Hurst's cow is mentioned.] The good thing about complaints People care enough to complain Complaints shows there is a relationship Some people have confidence you'll do something. Additional discussion about Bite Size leads Paul to disclose "This episode is not sponsored by Bite Size." The London Buses Story Paul's crazy, off-the-wall, bizarre scheme that failed to take off. "You devious man" quips Roger. You have to listen to this bit of the episode to understand this part of the show notes. The Richard Branson Virgin Airways Story from Paul's dream. Negative reviews on your website may be good for your business. They may give credibility to five star reviews. References & Recommendations on LinkedIn - Roger will rush to add negative criticism to his profile - Paul won't. There's plenty more in this episode. Fortunately, there isn't time to write about everything. The identity of the lead critic of our last episode is revealed by Paul at the end.
