Following up is the least expensive and most valuable of all customer service behaviors.

When I travel, clients and their employees love to share their own customer service nightmare stories.  These might a retail situations at the local grocer or a mishandled phone call.

Every story-teller puts their own spin on the tale.

But there’s one thing almost all the stories have in common.  What’s that?  Watch the below video.

Some folks make excuses for why they didn’t follow up.  The excuses are mostly rationalization.

What happens when people rationalize?

Very simply, rationalization occurs when people seek self-satisfying but incorrect reasons for their behavior.