Last July, I posted a comment about negative referrals, using a personal experience. Because negative comments can be so devastating, I wanted to draw your attention to a great post by Larry Bodine.
Larry’s post “Ain’t Nothin’ Worse Than Bad Word Of Mouth” relates several key findings from a study by the Verde Group, Consumer Contact, and the Baker Retailing Initiative at Wharton. Its a strong post with several compelling lessons, and I urge you to read it.