The Price of a Poor Experience

Here is an article that made me question whether or not mystery shopping firms should be testing the guest service standards as they pertain to a client's Policies & Procedures. Do you know how much revenue is walking out the door when a consumer is disenchanted with service standards as dictated by a company's Policies & Procedures? In an economy where customers are in short supply, why would anyone want to turn a customer off by unfriendly Policies & Procedures?

Please find the full article, The Price of a Poor Experience, at:

http://blogs.harvardbusiness.org/bregman/2009/10/the-price-of-a-poor-experience.html?cm_mmc=npv-_-TOPICEMAIL-_-OCT_2009-_-MARKETING2