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Nobody gets out of bed in the morning hoping for an 8-out-of-10 experience

https://youtu.be/2Q5Ci-L1t-o

"Nothing in this world is perfect."

That's the line I hear every time a manager looks at his results and sees an 8. A 9. Sometimes a 7. And then we reassure ourselves: "the customer was happy, nobody's perfect."

Except they weren't.

Ask your customer BEFORE the visit — before he's even parked his car: "On a scale of 1 to 10, what kind of experience do you want to have with us today?" I'll bet you any amount you like: he's going to say 10. Nobody shows up at your place hoping for ordinary.

So why that score? There are two reasons, and only two:

1️⃣ No emotional connection. No smile, no eye contact, nothing that made the customer feel like he mattered. The service was delivered. Correctly. Coldly.

2️⃣ A minor detail. The work took longer than expected. Someone forgot to hand him his invoice. A small nothing.

An 8 isn't philosophy. It's a missing smile or a forgotten invoice.

📊 And this isn't guesswork. We analyzed thousands of customer surveys at two major retail companies, reading the written comments from the people who gave 8s and 9s. The percentage who actually said something like "nothing's perfect" or "there's always room to improve"? Under 5%.

In other words: more than 95% of the time, the customer wasn't talking to you about the imperfection of the world. He was talking about YOU. About his visit. About what was missing.

"Nothing in this world is perfect" isn't a truth. It's an excuse. An excuse to settle for the score, pat ourselves on the back, and skip going after the two points we left on the table.

One last question, a real one: next time YOU'RE the customer — would you settle for an 8? Or even a 9?

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Mario Loubier
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Mario Loubier 514-434-9423
Formation, Conférence, Coach
Vente, Expérience client, Leadership