HAD A CUSTOMER DROP BY TODAY AND START RANTING ON TERRIBLE SERVICE AT A BIKE SHOP. I know the owner, and I know he tries hard to please everybody
His top complaint was, If you're one of the cool guys you get great service. I guess I'm not.
On a very related note, I've just finished Lady Gaga's Monster Loyalty. She's a marketing genius and the book is very insightful. The main takeaway is that she focuses on the 1% that are rabid fans - make them feel like rockstars and insiders and they'll bring in the other 99%.
What's that have to do with my customer - who happens to be great?
Well, there's no point in focusing on your 1%,
if you're not going to take care of the rest of their posse.