Are You Mad As Hell Because You Had An "OW"edFactor Experience? Tell Us About It!

The "OW"edFactor is the inverse of the "WOW"edFactor.

"WOW"edFactor:  a customer service experience that was so extraordinary, "humanizing, engaging or connecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced

"OW"edFactor:  a customer service experience that was so bad, "dehumanizing, disengaging or disconnecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly damaged. Basically, it was so bad, it frustrated you and hurt the  business or organization, because you're not coming back! Thus the "OW"!

What's the impact of the "OW"edFactor?
A much-quoted survey of consumer habits shows that a whopping sixty-eight percent of all lost business results from the indifferent, uncaring attitudes of employees toward customers (the "OW"edFactor) and only fourteen percent is lost because of product dissatisfaction. The results on Why Customers Quit:

• 68 percent - indifferent attitude of employee 
• 14 percent - product dissatisfaction
• 9 percent - competitive reasons 
• 5 percent - other friends
• 3 percent - move away 
• 1 percent – die

Here's one of my favorite "OW"edFactor stories.  Circa 1988, man becomes upset his bank (teller and manager) refused to validate his 50-cent parking ticket, because he merely cashed a check.  So, he decided to take his business to a competitor's ... and deposited a check in excess of $1 million!  (It's been confirmed by Snopes.)

My friend, Ron Ameln, President of the St. Louis Small Business Monthly, shared his "OW"edFactor horror story at a rental car counter.

Have you ever been the victim of the "OW"edFactor, been "mad as hell," and taken your business elsewhere? Tell us about it.

Firestone
firestone@wowedamerica.com
314-863-4000