The Momentum Effect

10

Vibrant retention

For want of a key…

After a hard day at the office, a business executive goes out to his new car, gets in, turns the key. Nothing. Zip. Not even the fateful ‘errrr’ of a dead battery. It turns out that there’s nothing wrong with the car – it’s the key. It’s got a new-fangled security device that has malfunctioned. He travels home by train.

The next day his wife calls the dealership where they bought their car and asks them to replace the dud key. She encounters a guy with an attitude problem. He calls her ‘Honey’. He says she’ll have to come in and wait while they sort it out. She asks to make an appointment so she won’t have to wait: she’s busy and probably already annoyed at having to run her husband’s errands. The guy ...