On Apr 23, 2006, at 5:42 PM, Terry Ford wrote:
"Members of an organization, whether a business, a nation or any
other form of human grouping, have essentially two possible
responses when they perceive that the organization is
demonstrating a decrease in quality or benefit to the member: they
can exit (withdraw from the relationship); or, they can voice
(attempt to repair or improve the relationship through
communication of the complaint, grievance or proposal for
change) ... Disgruntled customers ask for the manager, or they
choose to shop elsewhere."
The disgruntled people are always the most vocal. They *may* not
represent the majority of the user base. The so-called "Silent
Majority".
Silent Majority is such a weird term (especially in politics but
we're not going there)
There are lots of possible reasons folks are "silent" and they are
not all because they are satisfied.
Some might sound like :
- "Oh they're never going to fix this anyways so why bother"
- "It's not that big a deal to me so why bother"
- "Whatever ...."
- "I can work around this I know I can so why bother reporting it"
and so on. Certainly a portion of the silent folks are happy with
things.
There's a lot of passion on every angle of why people complain, why
people complain about the complainers and so on.
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