The following chart indicates the importance of treating your customers with respect, caring, and really listening to their wants and needs.
It is 5-6 times more expensive to get a new customer than to keep a current customer.
A typical business may hear from only 4 % of dissatisfied customers, leaving a full 96% that may just go away. Many customers go away because they don’t think they’ll be heard or responded to. However as many as 75% of customers will do business with you again if you effectively resolve their problem. A dissatisfied customer may tell up to as many as 15 people. It’s a good idea to do regular customer surveys to know what your customers think about how they’ve been treated.
Think about times you have been well served? What did they do? Why did it stand out to you? Was it consistent each time you purchased from that company? Then think about times you were not served well. Why? What didn’t you like? Do you make sure your employees don’t follow this same pattern?
- 1% DIE
- 3% MOVE AWAY
- 5% OTHER FRIENDSHIPS
- 9% COMPETITIVE REASONS
- 14% PRODUCT DISSATISFACTION
- 68% QUIT Because of an attitude of indifference (or worse – rudeness) toward the customer by an employee or the business owner.
It is 5-6 times more expensive to get a new customer than to keep a current customer.
A typical business may hear from only 4 % of dissatisfied customers, leaving a full 96% that may just go away. Many customers go away because they don’t think they’ll be heard or responded to. However as many as 75% of customers will do business with you again if you effectively resolve their problem. A dissatisfied customer may tell up to as many as 15 people. It’s a good idea to do regular customer surveys to know what your customers think about how they’ve been treated.
Think about times you have been well served? What did they do? Why did it stand out to you? Was it consistent each time you purchased from that company? Then think about times you were not served well. Why? What didn’t you like? Do you make sure your employees don’t follow this same pattern?
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