I’m sure you have a bank account and when it’s in credit you feel good and when it’s overdrawn it’s a little more of a concern. You also have an emotional bank account which works in a similar way. When you have received lots of deposits you feel great but when you have experienced too many emotional withdrawals it doesn’t feel so good.
Your customers have an emotional bank account too. And when you’ve made lots of deposits they feel good, remember you (for the right reasons) and recommend you. When you go overdrawn you won’t be top of their Christmas card list and you certainly won’t have their loyalty.
The challenge is that often we attempt ...
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