Surprise and Delight
We all experience bad client service from time to time. Usually anger or resentment or some other negative emotion lingers for a long time after. In reality, little can be done to reverse and remedy the bad impressions that are implanted from such an experience.
I’m a client of a firm in a specialized niche. My initial experience was excellent and met or exceeded my expectations. A few months ago, I purchased some additional services and unfortunately, my experience as a client dropped precipitously.