My Image Factor

In today’s economy I find it odd that when someone is willing to part with their money for a product or service that more businesses are not quick to respond with great customer service.  This seems particularly true more for those providing a service rather than a “widget”.   In my world, I found clients can fire you at anytime and go elsewhere for similar services.  Sure your competition may not be as good, but  is it worth finding out?  I know it’s old fashion but in this world of global competition and the Internet, business (or more appropriately  the sales rep.,  account managers or whatever your title) should be prompt on delivery of service or at the least keep the client up-to-date on the status of the impending service.    Just because your competitor company XYZ doesn’t do that, do you want to be classed the same?  This is the little areas I call differentiating yourself from your competition.    Companies expend huge resources for new customer acquisition; print, television ads, banner ads, networking groups, business functions, direct sales staff, taking potential clients out to lunch, a round of golf etc.  The higher the price point, the higher the investment.  This all adds up whether in direct dollars invested or time. It only take a small issue to lose a customer!

Ask any business owner how they get their best customers and clients and they’ll usually say “from referrals”.   If your business falls into the category, then listen up…..How much do you invest into yourself, your staff to ensure that you provide the best service and follow up out there?

According to Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year.  In the U.S., 71% of consumers have ended a relationship due to a poor customer service experience, and the average U.S. customer surveyed had 11 interactions each year and ended 1.2 relationships. The average value of lost relationships in the U.S. is $289 per year.

Here is a classic example of what I mean…a while back we engaged a company to provide a service which was in the amount a several thousand dollars.  The quote for the work to be completed and length of time was agreed upon.  The scheduled was set.  The day for the work to start, arrived and I took the morning to be on location. 3 hours later no one had arrived nor was there any call.  Hum….

Upon calling their office I was told they had a scheduling conflict and would not be at this job.  Someone would contact me to reschedule.  Two days later the call came.  No mention of the missed date, only that they would be there in 2 days.  At that point, if I hadn’t signed a contract I would have told them to not bother.  They did arrive as stated the second time and the work was performed in the time frame.   The question is, will I be able to referred them to someone else?   Would you?

All that would have made this a good referral would have been someone in their office to pick up the phone, call and leave a message there was a conflict and they would be starting on another day.  To me this is common courtesy in business.

Would you be interested in 10 ways to lose customers?