Customer Service - Your Future Sales

An article in Nexus 2 (3) 6-8 gives details on the following thirteen factors discovered during the firm's research.

  • Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people;
  • Satisfied customers will tell an average of five people about their positive experience;
  • It costs five times more money to attract a new customer than to keep an existing one;
  • If 20 customers are dissatisfied with your service, 19 won't bother to tell you. Fourteen of the 20 will simply take their business elsewhere;
  • Up to 90% of dissatisfied customers will not buy from you again, and they won't bother to tell you why;
  • Ninety six percent of dissatisfied customers do not complain of poor service;
  • In many service industries (yours included), quality of service is one of the few variables that can distinguish a business from its competition;
  • The first thirty seconds of a call or meeting sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport;
  • Providing high quality service can save your business money. The same skills that lead to increased customer satisfaction also lead to increased employee productivity;
  • Customers are willing to pay more to receive better service;
  • Ninety five percent of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly;
  • A good sale is GOOD SERVICE; and
  • Good service leads to increased sales.