Can you remember the last really great customer service you experienced? I’m sure you remember your last bad one. And if you’re like many consumers, you’ve told at least 9 others about it. With social media, this number can explode to reach even more.
What even more scary – 96% of unhappy customers never complain in person, but 90% never return to the business.
Jim Doyle once said, ” There are only two types of service… Lousy and WOW. Everything else in between is forgotten.”
When was the last time you took a look at your customers’ experience through their eyes? You can bet its affecting your volume of business so it’s in your best interests to figure it out and fix whatever needs fixing.
Or if you’re one of the lucky ones with WOW service, encourage it with positive reinforcement. Take 2 minutes out of your day to give credit where credit is due. And then remember to write a note to those that serve you well when you take your business owner hat off. Their managers will appreciate it too.