11 Reasons why you better make sure the customer is always right!
11 Reasons why you better make sure the customer is always right!
Reason 2: Satisfied customers will tell an average of five people about their positive experience. Conversely, the good news, unfortunately, doesn't spread so quickly. To the contrary, the bad news moves twice as quickly as the good service, they either don't reward it quite as soon or they don't reward it at all. In most cases, customers have come to expect good service as "part of the deal." While they do expect it, rarely do they get it.
Reason 3: It costs five times more money to attract a new customer than to keep an existing one. Before you go out investing hundreds or even thousands of dollars chasing after new clients, think about the money to be made your own backyard. The people that you've done business with previously thought enough of you at some point to buy from you. Why not go back and re-cultivate that relationship? It will cost you one-fifth of the cost of finding a new client.
Reason 4: If 20 customers are dissatisfied with your service, 19 won't bother to tell you. Fourteen of the 20 will simply take their business elsewhere. Most customers just don't want the hassle of having to straighten a problem out. They know, that in many situations, it's their word against the word of the company. Who needs the aggravation? They simply take their business somewhere else.
Reason 5: Up to 90% of dissatisfied customers will not buy from you again, and they won't bother to tell you why. Statistically speaking, you would be lucky if 10% of your unhappy customers would come back and do business with you again. Most customers become dissatisfied when the sales person violates their trust.
Reason 6: 96% of dissatisfied customers do not complain of poor service. They figure, "What's the use? Nobody's listening." Maybe they're not used to getting service after the sale. Many feel they are victims of a crime. The sales person has their commission. Now he or she will simply ignore the pleas of the clients. As a sales or service person, your responsibility is to return calls the same way when a complaint comes in. So when a sale is made, make it clear to the client that you welcome their input and that you would be disappointed if a problem exists that you were unaware of. This permits the client to let you know that they are experiencing a problem.
Reason 7: In many service industries (yours included), quality of service is one of the few variables that can distinguish a business from its competition. In many cases, there's not a nickels worth of difference between the vast majority of products and services that you and your competition offer. The only appreciable difference is in the service rendered by the sales and service people. For 99.9% of your clients, the sales and service people are the company. Most of the time, they are the only people with whom the client will ever be in contact.
Reason 8: Providing high quality service can save your business money. The same skills that lead to increased customer satisfaction also lead to increased employee productivity. You can kill two birds with one stone. The same things that make customers happy make your employees happy. Have your employees put a big smile on their faces. People want to do business with winners. They want to do business with happy people. People don't smile because they're happy, they're happy because they smile.
Reason 9: Customers are willing to pay more to receive better service. You remember… Marketing 101. What do you get when you have a high demand for something and an extremely low supply? The price goes up, of course. The price (in case of service) is the loyalty the client has to you and your firm. If you provide good service, they pay you in loyalty. Loyalty means they will do business with you again. And remember, it only costs one-fifth as much to do business with an existing customer as it does to find a new one.
Reason 10: 95% of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly. Let's face it, people don't want to admit they made a mistake initially when they decided to admit they made a mistake initially when they decided to do business with you. 8% of the decision to purchase is generally made on emotion. Only 20% is made on logic. But they use logic to justify their reason to do business with you. They want to say to themselves that their decision was a right one, a logical one. They are more willing to forgive, if for no other reason than to rectify their initial decision to do business with you.
Reason 11: Good service leads to increase sales. People love to talk about rare experiences, like getting good service from a sales or service representative. Work hard to earn their respect and they will repay you royally by telling their friends and associates.
Now back to the customer that just left unsatisfied. Do you have a lost customer process that automatically kicks in? Ours went something like this: The second a customer left the store dissatisfied we pulled out our Lost Customer Form and answered the following questions.
1. Customers Name, Address, telephone number.
2. The reason the customer was not satisfied.
3. What could have I done on the spot to satisfy the customer?
4. What must I change in our operations to avoid the same situation happening again?
5. What must I do now to save or gain that customer back?
OH, now you are thinking, “We don’t have time to fill out a Lost Customer From. I can give you 11 great reasons why you better take the time. (See above)
Compiled by Bob Janet from research done by Milliken & Company in South Carolina.
Thanks to Michael A. Aun, Aun & Associates, 1-(800)-356-0567 for making information available.
11 Reasons why you better make sure the customer is always right - To learn more about this author, visit Bob Janet's Website.
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Reason 1: Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only does it not go unnoticed, but also you pay a very dear price for that kind of publicity.
Reason 2: Satisfied customers will tell an average of five people about their positive experience. Conversely, the good news, unfortunately, doesn't spread so quickly. To the contrary, the bad news moves twice as quickly as the good service, they either don't reward it quite as soon or they don't reward it at all. In most cases, customers have come to expect good service as "part of the deal." While they do expect it, rarely do they get it.
Reason 3: It costs five times more money to attract a new customer than to keep an existing one. Before you go out investing hundreds or even thousands of dollars chasing after new clients, think about the money to be made your own backyard. The people that you've done business with previously thought enough of you at some point to buy from you. Why not go back and re-cultivate that relationship? It will cost you one-fifth of the cost of finding a new client.
Reason 4: If 20 customers are dissatisfied with your service, 19 won't bother to tell you. Fourteen of the 20 will simply take their business elsewhere. Most customers just don't want the hassle of having to straighten a problem out. They know, that in many situations, it's their word against the word of the company. Who needs the aggravation? They simply take their business somewhere else.
Reason 5: Up to 90% of dissatisfied customers will not buy from you again, and they won't bother to tell you why. Statistically speaking, you would be lucky if 10% of your unhappy customers would come back and do business with you again. Most customers become dissatisfied when the sales person violates their trust.
Reason 6: 96% of dissatisfied customers do not complain of poor service. They figure, "What's the use? Nobody's listening." Maybe they're not used to getting service after the sale. Many feel they are victims of a crime. The sales person has their commission. Now he or she will simply ignore the pleas of the clients. As a sales or service person, your responsibility is to return calls the same way when a complaint comes in. So when a sale is made, make it clear to the client that you welcome their input and that you would be disappointed if a problem exists that you were unaware of. This permits the client to let you know that they are experiencing a problem.
Reason 7: In many service industries (yours included), quality of service is one of the few variables that can distinguish a business from its competition. In many cases, there's not a nickels worth of difference between the vast majority of products and services that you and your competition offer. The only appreciable difference is in the service rendered by the sales and service people. For 99.9% of your clients, the sales and service people are the company. Most of the time, they are the only people with whom the client will ever be in contact.
Reason 8: Providing high quality service can save your business money. The same skills that lead to increased customer satisfaction also lead to increased employee productivity. You can kill two birds with one stone. The same things that make customers happy make your employees happy. Have your employees put a big smile on their faces. People want to do business with winners. They want to do business with happy people. People don't smile because they're happy, they're happy because they smile.
Reason 9: Customers are willing to pay more to receive better service. You remember… Marketing 101. What do you get when you have a high demand for something and an extremely low supply? The price goes up, of course. The price (in case of service) is the loyalty the client has to you and your firm. If you provide good service, they pay you in loyalty. Loyalty means they will do business with you again. And remember, it only costs one-fifth as much to do business with an existing customer as it does to find a new one.
Reason 10: 95% of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly. Let's face it, people don't want to admit they made a mistake initially when they decided to admit they made a mistake initially when they decided to do business with you. 8% of the decision to purchase is generally made on emotion. Only 20% is made on logic. But they use logic to justify their reason to do business with you. They want to say to themselves that their decision was a right one, a logical one. They are more willing to forgive, if for no other reason than to rectify their initial decision to do business with you.
Reason 11: Good service leads to increase sales. People love to talk about rare experiences, like getting good service from a sales or service representative. Work hard to earn their respect and they will repay you royally by telling their friends and associates.
Now back to the customer that just left unsatisfied. Do you have a lost customer process that automatically kicks in? Ours went something like this: The second a customer left the store dissatisfied we pulled out our Lost Customer Form and answered the following questions.
1. Customers Name, Address, telephone number.
2. The reason the customer was not satisfied.
3. What could have I done on the spot to satisfy the customer?
4. What must I change in our operations to avoid the same situation happening again?
5. What must I do now to save or gain that customer back?
OH, now you are thinking, “We don’t have time to fill out a Lost Customer From. I can give you 11 great reasons why you better take the time. (See above)
Compiled by Bob Janet from research done by Milliken & Company in South Carolina.
Thanks to Michael A. Aun, Aun & Associates, 1-(800)-356-0567 for making information available.
11 Reasons why you better make sure the customer is always right - To learn more about this author, visit Bob Janet's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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