Customer Servces
Why Do Customers Leave?by Debra Schmidt
Customers leave a company for a lot of different reasons; they die, move away, develop other relationships or shop for better deals. We don’t have any control over these reasons, but these customers comprise only 18% of those who leave.
Over 14% of customers leave because they are dissatisfied with the product or service. Their dissatisfaction is often due to “over-promising and under-delivering.” This can be product-related, or it can be as simple as telling a customer you’ll call him at 9 am and not calling him until 10 am.
Here’s the clincher! Sixty-eight percent of customers leave because of an attitude of indifference by a single employee! That employee could be the CEO or the mailroom clerk because everyone in the organization is part of a customer service chain. If anyone breaks his or her link in the chain, it ultimately hurts the quality of service provided to the external customers.
In other words, 82% of the customers decide to stop doing business with us for reasons we can control!
-----------------
Emmy nominee, entrepreneur, author, television personality and winner of six national marketing awards, Debra J. Schmidt is one of the nation’s most versatile speakers and trainers. She is known as America’s “Customer Loyalty Ambassador” and author of Spe
Time Management