Lost customers can be saved

A negative performance predictor does not always result in a lost customer. However, there is a disclaimer: you need to have other more powerful positive performance predictors to counteract the negative.

How many times have you as a consumer thought, "everything else feels right so I'll overlook this one negative aspect. After all, there is no such thing as perfection"?

I remember a few years ago, my wife and I engaged the services of a conveyancer who had a vast amount of experience, testimonials from satisfied clients and masters level qualification, but when you went into his office he had client files piled around his desk. When we were making the decison on whether to proceed, we discussed these aspects and decided to move forward with him as the positives far outweighed the negatives.

Obviously, over time, and with an effective client feedback system operating, you should remove all negative performance predictors as you become aware of them.