Why Do We Put Up with Bad Customer Service?

Have you ever became numb to poor customer service? If you enjoyed this video, I recommend Be Amazing or Go Home for more: Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters. It’s simple. The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. That brings us to a dinner I recently attended where I met Terry Rapoch, a consultant from Dayton, Ohio. We were talking about why people put up with bad service – especially service that is inconvenient and has friction. He called it an experiential callus. There may be a little pain, but you get used to it and put up with it. In certain situations, for certain products, it’s just easier to deal with the pain than switch to a different company. For examp