· It can cost five times more gain new customers than retain existing ones. Source: TARP
· For every customer who bothers to complain, 260 other customers remain silent. Source: Lee Resource Inc.
· It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc.
· The average "wronged customer" will tell 8-16 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc.
· Reducing customer defections can boost profits by 25% - 85%. In 73% of cases, the organisation made no attempt to persuade dissatisfied customers to stay; even though 25% said that a single apology would have prevented them from moving to the competition. Source: NOP
· 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown
· 56% - 70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC
· It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC
· Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: "Understanding Customers" by Ruby Newell-Legner
· Betsy Sanders in her book "Fabled Service" sums it up with:
- Share your passion for service
- Make service everything your company is and does
- Be of service in all that you do
- Act according to the believe that you are in business to serve your customers
- Serve those who serve your customers Design every part of your business with service as the desired outcome
- Be in business to serve society
- Create and sustain the service vision
· "Thank you very much" These are the four most important words you can ever say, or will ever hear. Source: Unknown
· SERVE, (from Latin: servire = to serve). To exert oneself continuously. To render service so as to benefit, help, or promote. To deliver in readiness. To furnish or supply. Synonyms: aid, advance, help assist.
· In the real world there are YES and NO. In SERVICE there are Yes and "May I suggest the following?"
· Before starting any shift: Take three deep breaths. Say: I can do this.
· Given a choice between a smiling person and one who is frowning, who would you approach?
· Tell me to what you pay attention and I will tell you who you are. Source: Albert Einstein
· If it's out of your control, don't waste time worrying about it. Focus on those things that you CAN control.
· Never be defensive with a customer. Never hid behind a counter or desk. Never make excuses. Only amateurs do that stuff.
· THANK YOU NOTES - Anybody can write one. Everybody loves getting one.
· If you are offered a company training class: GO.
· Many forgive injuries, but no one forgives contempt. Source: Thomas Jefferson
· People solve problems. Technology only helps to make the solutions faster.
· It takes more time to complain that it takes to change.
· Nothing great was ever achieved without enthusiasm. Source: Ralph Waldo Emerson
· Keep my words positive: Words become my behaviours. Keep my behaviours positive: Behaviours become my habits. Keep my habits positive: Habits become my values. Keep my values positive: Values become my destiny. There is no dress rehearsal: This is one day in YOUR life. Source: Mahatma Gandhi
· Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. Source: Stew Leonard
· Customer satisfaction is worthless. Customer loyalty is priceless. Source: Jeffrey Gitomer
· Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it. Source: Larry Winget
· If you're not serving the customer, your job is to be serving someone who is. Source: Jan Carlzon
· There is only one boss. The customer. And they can fire everybody, by spending their money somewhere else. Source: Sam Walton
· Do what you do so well that they will want to see it again and bring their friends. Source: Walt Disney
· If you don't genuinely like your customers, chances are they won't buy. Source: Tom Watson