Trying for a great reputation makes good economic sense. Consider these facts:
- It can cost up to five times as much to attract a new customer than to retain an existing one
- The average business never hears from 96% of its unsatisfied customers
- For every complaint received, the average restaurant has 26 customers with problems, 6 of which are serious
- Of customers who complain, between 54% and 70% will do business again with the organization if their complaint is resolved and goes up to 95% if the complaint was resolved quickly.
- The average customer with a problem tells 9 or 10 people about it.
- Customers who have complained and had their complaints satisfactorily resolved tell an average of 5 people
Just to keep you awake, here’s a poem about customer service: Author unknown
I’m the person who asks: “How long is the wait?” You tell me ten minutes, but it gets very late.
I’m the person who sees: The whole wait staff loiters, while my server does everything except take my order.
I’m the person who says: “That’s not what I ordered, but it’s ok. I’ll eat it anyway”
I’m the person who leaves: with a slight frown cause the hostess is nowhere to be found.
I’m the person who should write a negative letter: but feel it wouldn’t make anything better.
Yes, you might say that I’m a good guy…that I understand that you kind of try.
But please read on and you will see that there’s another side of me.
I’m the person who never comes back because of something you tend to lack.
It amuses me to see you spending thousands of dollars on ads never ending to get me back into your place when you don’t even remember my face.
I’m the person who never comes back