This was written by a Friend of ours, Curtis in the Bull Rap newsletter. We would like to share it with you. It is very useful for any business.
WHAT DO CUSTOMERS EXPECT?
Why customers stop doing business:
A. 1% die
B. 3% move away
C. 5% Develop other friendships
D. 9% leave for competitive reasons
E. 14% are dissatisfied with the product
F. 68% quit because of an ATTITUDE OF INDIFFERENCE toward the customer
PONDER THIS..........
1. It cost five times as much to attract a new customer as it does to keep your current customers.
2. The average business never hears from 96% of its unhappy customers.
( But 90% of them will not visit or buy from that business again!)
3. For every complaint received, the average is 26 customers with problems.
4. Complainers are more likely than non-complainers to do business again with the company that upset them, even if the problem wasn't satisfactorily resolved.
5. Customers who register a complaint; Between 54 - 70% will do business with you again if you resolved their complaint. 95% if the problem is resolved quickly.
6. The customer who has had a problem will tell 1 - 20 people about it.
7. Customers who complain to an organization and have their complaints resolved tell an average of FIVE people.
Striving for Excellence at walmart
Good service only stays that way by evolving, Employees should always be on the lookout for new ides and innovations that will improve the level of service. A prime example was Sam Walton's " Sundown Rule." If a customer makes a request, it has to be answered by sundown on the day it's received. Store associates were also admonished to follow the " Ten Foot Rule," which meant they were expected to make eye contact, greet and offer assistance to any customer within 10 - foot radius
copyright 2008 Deanna Finlinson "Marketing Unscrambled"
moonlight1458@gmail.com
http://sunny.getthisoffer.com/10/24/
4 comments:
This is an excellent post all business owners should read!! Even major corporations can learn much from the statistics.
We're part of the percentage of customers who continue to do business with companies we receive great service from.
Hugo and I always shop at the same store for baby and toddler essentials because of their level of customer service. We're customers willing to pay a little bit more for a crib or booster seat in exchange for friendly and courteous service.
This matters more to us, than the discount we can receive down the street for the same item.
Thanks for sharing this with us.
Many Blessings....
Roxanne and Hugo
~ Believe Achieve ~
Dear Dan & Deanna
I love this post! A lot of the people when they first came to sales, they get so excited over how many new account they open! And they forget to take care of the account they open. What a lot these new sales people fail to see, is that the money is in the relationship with the current customer. You are right about: it take 5 times the work to get a new customer to buy from you VS. It is much easier to have a happy customer to buy more form you.
Great tips!!
Giovanna Garcia
Hugo and Roxanne, We can all learn from this, we are all customer and some of us sell things. It is wise to keep it in mind. Thank you for visiting.
Deanna "Marketing Unscrambled"
Giovanna, Thank you for your comments. It is always better to keep what you have than always trying to get new clients all the time.
Deanna "Marketing Unscrambled"
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