How long do bad experiences linger? Probably a lot longer than businesses realize.

Think about a bad experience you've had. Perhaps it was an airline who lost your luggage, or a meal in a restaurant that was served late/cold/bad tasting, or rude salesperson who refused to help you. Have you gone back to that business? Do you give those places a second chance?

Bad experiences create bad feelings. And bad feelings are near impossible to forget.

There's a quote attributed to Maya Angelou that goes like this:  <em>People will forget what you said. People will forget what you did. But people will never forget how you made them feel.</em>

Bad feelings include anger, disappointment, frustration, shame.