What Agatha Christie Can Teach You About Customers

by Glenn Fisher

Last night I became complicit in a murder case.

Mrs Boyle was strangled at about 8.30pm and though it was dark, I know who did it.

Yet I don’t intend to tell anyone.

How come?

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Well, I’m not the only one who knows.

And truth is Mrs Boyle has been murdered over 23,000 times over 56 years.

You see Mrs Boyle is a character in Agatha Christie’s long- running play The Mousetrap, and last night I went to see it.

Though it was R&R, I couldn’t help relating it back to business and thinking how the play was a great example of customer relations.

It’s a murder mystery that hinges on you not knowing the twist at the end.

So how has it managed to run for so long?

It’s a very simple principle.

At the end of the play, when the players take their bow, the audience is asked not to reveal the identity of the murderer.

That way, the suspense is held for future audiences.

So. First thing you do is tell everyone, right?

Not necessarily.

In fact, I believe there are two types of people who go away from the play and they represent two states of customer.

Customer One: They thought the play was rubbish, didn’t enjoy it at all and are happy to reveal who did it. Eventually everyone knows and the play ends.

Customer Two: They enjoyed the play and are happy to play along and keep it a secret. The play continues on for even longer.

Which customers would you want for your business?

Of course, customer twos. Happy customers allow your business to continue and prosper.

And that’s the key point to remember - you have to make it a priority to keep your customers happy.

Just like The Mousetrap, if you provide a good performance, a good product, your customers become complicit in your business. They will create positive word of mouth. They won’t reveal the murderer!

And if your product is really good (it helps that Agatha Christie is considered one of the best crime writers of all time) you could be looking at such a healthy business that it could continue to profit for decades.

A good product equals happy customers and happy customers equal longevity in business. Never forget it.