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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More from Conrad Hilton

Conrad Hilton was very involved with his staff and how they treated the customers. He even asked his employees to adhere to his personal guidelines for success, which he outlined for them.

These guidelines were as much for the well-being and growth of his employees as they were for treatment of guests. He wanted his employees to be happy, as he believed that happy employees make for happy customers. Some of the guidelines he passed down:

Find your own particular talent

Be big

Be honest

Live with enthusiasm

Don’t let your possessions possess you

Don’t worry about your problems

Look up to people when you can – down to no one

Don’t cling to the past

Assume your full share of responsibility in the world…

Hilton encouraged his employees to grow personally, as well as increase their skills and talents on the job. He was interested in the welfare of his employees and even as the company grew he made efforts to get to know his staff personally and remember something about individual employees and their families.

I know, as businesses get bigger, it is harder to spend time with the staff but it is even more important to do so. A show of interest or positive words from an owner or high- level employee can make a big difference in the attitude of the employee. People feel good when they are noticed. I remember talking to an employee of a very large winery who received a hand written note from the president of the company after she had gone out of her way to help a customer and the customer sent a letter of thanks. It made a big difference to the staff member and it cost only a few minutes of the president’s time to write the note.

A tip of the glass from me to you!e_T4Q6892 low-res -c bw s