A recent report confirmed that the information we've been teaching at Bane-Clene Institute for more than thirty years is correct. The report said that 96% of unhappy customers never complain. But, the bad news is that 91% of those unhappy customers will never again do business with the offending firm. "Repeat customers are a key factor to success in our business."
The report also said that an unhappy consumer who does not bother to complain will share their negative thoughts with nine others. Thirteen percent of those will be so unhappy that they will tell more than twenty people of their displeasure. The old adage that bad news travels much faster than good news is true. "Repeat customers are a key factor to success in our business."
Bane-Clene's report card strategy should be used on every job. If there's a problem, people will let us know, if we ask. In the event of a complaint, always give the customer the benefit of the doubt. That old rule about the customer always being right isn't honored much any more. Doing this will make your company stand out. “Repeat customers are a key factor to success in our business."
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