Let me tell you a story. My grandmother was recalling the one and only traffic ticket she received. As she went through the story, I remember her being fairly vague about the details. After all, this incident happened over 20 years ago.
She was driving along in the car with my grandfather in the passenger’s seat. The policeman pulled her over, etc., etc. But do you know what was really amazing? After 20 years, she still remembered the demeanor of the officer. She remembered he was stern and uncaring. He was very inflexible and did not want to hear about the special circumstances involved.
She also remembered the kind, caring man at the courthouse who was of so much help in telling my grandmother what to expect when appearing before a judge. After 20 years, what stood out in her mind most were they types of treatment she received from those involved.
It’s the same in customer service. Sixty-eight (68) percent of customers who quit buying from a company do so because they perceive an attitude of indifference. Customers think the company doesn’t care whether they do business with them or not. Those customers take their business elsewhere!
Let me give you some statistics that will (should) scare you.
– Of that sixty-eight percent, 96% will never complain – they will just leave.
– 91% of those who don’t complain will never buy from you again.
– The average unhappy customer will share the negative experience with 9 other people.
– Thirteen percent of unhappy customers will share the bad tale with 20 other people.
– The average unhappy customer will remember – and talk about – the incident for 23 years. (My grandmother is a prime example!)
Show your customers you care! Tell them thank you when they make a purchase of your products or services. Greet them warmly when they call or email and let them know just how valuable you think they are!
Indifference makes a difference – a negative one!
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