Each year, someone does a study about why businesses lose customers. It’s no mystery to us, but for the record:
o One percent will die.
o Three percent will move away.
o Five percent will be lured away by others.
o Nine percent will leave simply because they found a better price.
o Fourteen percent will leave because of unresolved complaints.
o Sixty-eight percent leave because of Poor Service, Discourteous Treatment or Indifference.
Now you know.
Many people mistakenly believe that a return to the good, old-fashioned days of customer service is what’s needed. We like tradition, mind you, and simple courtesy will work wonders in any communication.
Yet modern offices and businesses require an integrated approach to be successful. Combining new sales and presentation information methods with never-out-of-fashion honesty and ethical business practices is the way to go.
Look for ways to help those whose desks are piled high instead of berating them for snapping at a customer who placed one thing too many on their plate. People are not, by nature, indifferent–well, most are not. Nor are people inclined to deliver poor service or be discourteous.
Most of us want to help others; we just need the opportunity to develop the customer service skill sets that offer a better way to communicate what our company does in a clear, concise, easy–and fast way. Look for new ways to launch customer service campaigns and new methods to deliver a finely-honed message. Get buy-in from those delivering the service when constructing the message to ensure a comfortable fit. The result will be courteous service–delivered by happy people.
By John Hester