If you ask people
which they’d rather have
angry customers or apathetic customers
many people will say
apathetic customers.
Anger is messy.
It is tense,
and it can hurt.
Apathy is sanitized.
It feels safer and
more comfortable.
The thing is…
it is much easier to flip customers
from hating to loving
than it is to make them care
either way.
I’m not saying
intentionally piss off customers.
That would be silly.
But when you do piss them off
(and you will,
if you try anything new),
see it as an opportunity
and know there are bigger problems
you could have.