Think about a recent encounter you've had with an auto mechanic, your bank, the phone company, a restaurant, hospital or clinic, or any retail establishment. Were your expectations exceeded? Or, was it a horrible experience? Did you tell the management about your experience? Did you tell anyone you know about your experience? If you are like most people, you remember the bad experiences much more than the good experiences. Most people will take their business elsewhere when they are treated badly. Furthermore, they tell all their family and friends about their bad experiences. As a manager, it is rare to receive customer compliments, but, when an employee does receive a customer compliment, it should be a big deal! Employees work hard every day and deal with all types of customers. When an employee exceeds customer expectations, and that customer recognizes the employee, the manager should acknowledge that employee! Give the employee verbal praise, relate the compliment to top management, and share it with other employees. Celebrate success! Customers have a choice of where to spend their money. Every business has competition. What can managers do to encourage customers to tell them about good and bad experiences? What should be done about bad customer experiences? See the attached " 101 Ways to Recognize People " from the Human Resources Department at the University of North Texas. How would you like to be rewarded for providing good customer service?