The Flying Monkey Effect: Why Customers Really Leave
Some of you may not know that, in addition to Best of Laguna Beach, I have a second publication and podcast called Catalyst Code: Business Wealth – short business and personal revenue-growth tips (usually under five minutes) focused on business success, customer/client experience and the invisible forces that influence results.
The reason I’m mentioning it here in Best of Laguna Beach?
If you’re a business owner, hospitality professional, entrepreneur … or simply someone on the flip side of the coin who’s tried to navigate modern customer service (even here in our tourist-servicing town) – you may enjoy this week’s episode.
It was inspired by a surprisingly frustrating online purchase I experienced … and a subsequent army of what I now call Flying Monkeys.
The idea of “flying monkeys” encapsulates one of the main objectives I tackle when I’m brought into businesses to help them “improve revenue.” They typically think it’s one big problem I need to find and fix.
But most customers and clients are not driven out of a business because of one giant problem – they leave because an entire troop of tiny frustrations has pecked and screeched away at their patience, trust, momentum and emotional energy.
When they finally manage to limp away from that business, they can’t even tell you which monkey started the attack!
If you’re interested in listening, it’s over here in my other Substack platform, Catalyst Code Field Notes. Yep, it’s a subscription, too, but it’s a free subscription.