The Importance of Quality Customer Service (Ziglar-certified speaker)
By Zig Ziglar
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Happy Customers Become Repeat Customers and Provide Referrals
Everyone experiences poor service or has a complaint or problem with a business at some point. Unfortunately, these situations may occur more often than we'd like, but they are a part of doing business and can't entirely be avoided. So what should we do? Just accept the fact that some customers are going to walk away unhappy? Should we take comfort in the knowledge that if only one customer out of 100 is dissatisfied with my service and will never return again, then I'm doing a pretty good job?
No. It's not that simple because any one customer is worth far more than just the price of what they purchased.
Unhappy customers don't come back. Happy customers come back -- and buy from me again. In fact, the average business spends six times more to attract new customers than it does to keep the old ones. Happy customers also provide referrals -- they tell friends about us! They are definitely worth more than just a single purchase. Moreover, there is also the effect that "trouble situations" can have on your business's image and reputation, and this can be crucial in today's competitive market.
From: Ziggets DVD Training Collection
© 2004 Ziglar Training Systems
LCM-018-007855
Everyone experiences poor service or has a complaint or problem with a business at some point. Unfortunately, these situations may occur more often than we'd like, but they are a part of doing business and can't entirely be avoided. So what should we do? Just accept the fact that some customers are going to walk away unhappy? Should we take comfort in the knowledge that if only one customer out of 100 is dissatisfied with my service and will never return again, then I'm doing a pretty good job?
No. It's not that simple because any one customer is worth far more than just the price of what they purchased.
Unhappy customers don't come back. Happy customers come back -- and buy from me again. In fact, the average business spends six times more to attract new customers than it does to keep the old ones. Happy customers also provide referrals -- they tell friends about us! They are definitely worth more than just a single purchase. Moreover, there is also the effect that "trouble situations" can have on your business's image and reputation, and this can be crucial in today's competitive market.
From: Ziggets DVD Training Collection
© 2004 Ziglar Training Systems
LCM-018-007855
Visit Zig Ziglar's Website: http://www.ziglar.com
More from Zig Ziglar:
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