You May Not Get Many Complaints but That Doesn’t Mean Your Customers Are Happy

I have been researching customer service lately and have found some interesting statistics from a number of different sources. The main thing that came through in virtually all the sites I researched was: Only a small, small percentage of customers who are dissatisfied actually register a complaint with the company. The rest of them don’t come back.

Here are some “Customer Service Facts, Quotes & Statistics” from Help Scout:

 

On average, loyal customers are worth up to 10 times as much as their first purchase.

Take a look at the average first purchase of your customers and multiply that by 10.

 

Probability of selling to a new prospect is 5-20% while the probability of selling to an existing customer is 60 -70%.

Engaging and connecting with first time visitors is much more likely to bring them back to buy from you again.

 

For every customer who bothers to complain, 26 other customers remain silent.

Create an easy process for customers to give you feedback. Pay attention to the feedback and use the information for staff training.

 

Any business with customers is in the “people” business.

We tend to define our businesses by the products or services we sell. Though the most important thing to remember is that we are in the business of providing good experiences for customers, no matter what the product.

 

“Although your customers won’t love you if you give bad service, your competitors will.” – Kate Zabriskie

I doubt that your main reason for being in business is to make life easier for your competitors, though if you are not focusing on customer service that’s exactly what’s happening.

 

80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service.

In other words: Don’t believe everything your think. Follow up your opinions with real data but ask your customers in person, through surveys or over the phone, how they feel about your company.

 

There will be more customer service insights in next week’s blog.

A tip of the glass from me to you!

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Take a Step Back

The approach of summer and the good weather during this season bring more customers out of their houses and into your winery, store, restaurant or other retail business.

During the height of the busy season, it is often more of a challenge to provide the levels of customer service that encourage people to buy your products or services and to return. To accomplish your sales and service goals during the busy season it helps if, before it starts, you have a plan. So take a few minutes to create a plan for your sales and service team (if you are an owner or a manager) or for yourself (if you are on the front lines).

How are you going to ensure that each customer is treated well, appreciated and given the attention s/he needs to go away with the opinion that s/he is a valued customer?

Here are a few tips:

Put Your Assumptions on Hold

Unless the person who walks through the door is a regular customer, try not to make assumptions about who they are, what they may or may not know or whether they will buy or not.

Give the Customer a Chance to Talk

Ask the customer questions that will give you the information you need to meet their needs and expectations. When you are giving the customer the answers to their questions, you can also work in how you can fulfill their needs and expectations.

Make the Customer an Insider

What do you know about your product or service, company or owners that your customer might like to know and pass along to their friends? Most of us like to have information our friends don’t have. Also never underestimate people’s willingness to buy to impress their friends.

Let Customers Know You Like Them

  • Give your customers something they weren’t expecting.
  • Let them know you enjoyed their visit.
  • Thank them for coming.
  • If you have the opportunity walk them to the door.

These are simple tips that will make customers buy from you, return to buy more and recommend your business to their friends.

A tip of the glass from me to you!

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