It's Easy To Lose Customers

A previously published survey displayed these statistics on why a business
looses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price)
  reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent
  attitude

Customer retention is the primary goal of a service company. Repeat or established
customers are more profitable because advertising costs
are not incurred. Familiar and steady customers spend more because they trust
the firm. They are usually easier to please and always eager to tell others
of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your
phone representative, your technician or worse yet yourself will drive customers
away.

But, the surest way to lose that customer is to ignore a complaint or
to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied
and rectify the situation.

A previously published survey displayed these statistics on why a business loses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price) reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent attitude

Customer retention is the primary goal of a service company. Repeat or established customers are more profitable because advertising costs are not incurred. Familiar and steady customers spend more because they trust the firm. They are usually easier to please and always eager to tell others of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your phone representative, your technician or worse yet yourself will drive customers away.

But, the surest way to lose that customer is to ignore a complaint or to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied and rectify the situation.

Sometimes customers do not call with their concerns or complaints. Develop a system to follow up either by mail, phone or e-mail with customers soliciting their opinions of your work.

Remember, over 90% of customers do not complain if they are unhappy and also they will take the time to tell others. Finally, if all avenues have been explored to rectify a complaint, the best approach is to offer a customer their money back. A 100% Money Back Guarantee is the best way to show potential customers that you stand behind your work.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. Advertising ... the Essential Element in the Carpet Cleaning Business
3. Advertising the Bane-Clene® Way
4. The 15 Factors of Success
5. The ABC's of Advertising
6. To Price or Not to Price

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team