Marshall Field

“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Those only hurt me who are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service.” – Marshall Field

 

            In this quote Marshall Field is stressing the idea that retail businesses need to have feedback on the service whether it be positive or negative feedback. He is stating that positive feedback is flattery and keeps him motivated in achieving a successful business. Those that complain about the service help him understand what he could do better and fix the weak areas in the company. Finally, he feels that the customers that leave the store displeased, but do not say anything refuse him the chance to fix the wrong doings and correct the situation. I believe in the power of this quote by Marshall Field. Retail businesses need to focus on customer recovery and be given the opportunity to fix problems or make a situation right.

            If every unsatisfied customer left a store without ever mentioning the reason for dissatisfaction, that company would not be given the chance to fix the problem. If fifty percent of those customers have the same problem with the retail business and each voiced their complaint, that company could fix the problem and not have a recurring issue of unsatisfied customers.       

            Unsatisfied customers really hinder a business and extremely hurt profits. Each unhappy customer will tell seven to thirteen others and talk about the negative experience for twenty three years. The company not only looses that unhappy customers, but could potentially lose all the people that one person tells. If that customer voiced their opinion about the situation to the retailer, than the retailer could fix the problem and make a happy customer again. This would result in not loosing a customer and potentially not gaining a bad reputation. Overall, company’s need to have a friendly and open feedback environment, so customers feel comfortable in voicing the problem and know that they will be heard and a solution will be enforced.