Transcript Document

Customer Care Without
Pulling Out Your Hair
Presented by Gary Hall, Extension Agent
CSU Cooperative Extension
Developed by Mike D. Woods, Oklahoma State University
Why Do Customers Quit?
Dr. Michael LeBoeuf, in his book, “How to Win
Customers and Keep Them for Life” reported
from a survey on why customers quit that:
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3% move away
5% develop other friendships
9% leave for competitive reasons
14% are dissatisfied with the product
68% quit because of an attitude of indifference or
rudeness toward the customer by the owner,
manager or some employee
Creating and keeping
customers is the single
most important goal of
any employee.
Cost of Lost Customer
Mrs. Smith
• Tells eleven others
1
Person
+11
People
• Who tell 5 each
+55
People
Total who heard
67
People
• Maybe 25% decide not to shop
Only 1 of those 25 dissatisfied
customers will ever tell you that they
are dissatisfied.
It costs $19 to keep a customer
It costs $118 to get a new customer in the
store
Cost to keep Mrs. Smith happy
$19
Cost of attracting 17 new customers $2,006
Source:
Dr. Paul Timm
Seven Power Strategies for
Building Customer Loyalty
By knowing the customer’s
needs and meeting their
expectations, they are satisfied
and will return.
As Employees we are hospitality
representatives or ambassadors
for both the business and
community.
No matter what your
business,
customers buy only two
things:
Good Feelings
&
Solutions to
Problems
Customers are not
always right,
but they are always
the BOSS.
Guest Friendly
• Moment of Truth
– The point at which your actions cause a guest
to form an impression about you, the business
or organization you represent, and your
community.
• Positive
• Negative
• Neutral
Moment of Truth
• Positive Experience
– Customer tells 5 people
• Neutral Experience
– We don’t know
– survey
Moment of Truth
• Negative Experience
– Customer tells 9-10
– 13% of them will tell 20
– Every complaint represents 26 customers
who didn’t complain…they just don’t come
back.
• Good News
– 54-70% will do business again if complaint
resolved
– 90% will do business again if resolved
quickly.
“The average business
spends 6 times more $$$ to
attract new customers than
to keep existing ones.”
(Bill Evans, Institute of Professional
Training)
You Are The Value
• You provide a positive experience for
our customers.
• You help in providing an answer to their
problem.
• You are critical in retaining customers.
• Thank you!