Keep Customers Satisfied and prosper

Posted on Apr 23, 2012 | 0 comments

Have you noticed that customer service is losing its way these days?  Some businesses just don’t seem to care about keeping customers happy.  If only they knew how damaging this is to their business!

Consider the following statistics:

  • For every customer who bothers to complain, there are 26 others who remain silent
  • The average ‘wronged’ customer will tell 8 to 16 people
  • 91% of unhappy customers will never purchase services from you again
  • It costs about five times as much to attract a new customer as it costs to keep an old one
  • Each one of your customers has a circle of influence of 250 people or potential customers who hear bad things about you

Lack of quality customer care could be costing your business thousands of dollars!  Kelly Sims in her article ‘5 Ways to Keep Your Customers Coming Back For More’ (Source: Free Articles from has these suggestions for improving customer care:

Say thank you

This is the simplest possible way to keep your customers happy, but it is all too often overlooked.  A customer who feels appreciated is much more likely to bring you repeat business and/or refer you to a friend.

Respond to enquiries promptly

People simply don’t like to wait.  Today’s world of high speed Internet, microwaves and mobile phones is evidence of this.  If a customer has to wait days to have questions answered by you, they will likely take their business to a company that responds to their enquiries quickly.

Know when to say sorry

Learn to be accountable, not only for your own mistakes, but for those of your employees as well.  When you consider that it is estimated that 35% of dissatisfied customers would not go to the competitors if they received apologies, you realise the true value of “I’m sorry”.

Give your customers a little extra

Value your customers by giving them a little extra.  This is a small step that doesn’t have to cost you a fortune.  It can be as simple as a small free gift after a purchase.

Personalise your service

Call your customers by their names and ask them how their day is going.  Even if you conduct business over the Internet, there are ways to personalise emails to let your customers know that you care about them.

Your Action Plan:

  • Put in place a method of obtaining regular and reliable feedback from your customers.
  • Actively promote high quality service and ongoing improvement in your business.
  • Perhaps tailor some of the ideas on these pages to your own business and put them to good use!

If you’d like assistance putting YOUR Action Plan together, call the JWA Business Strategy team today on 07 5575 8555 and arrange a FREE consultation.


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