Study of unhappy clients raises alarm bells

AS we near the end of January, I'd like you to consider what 2015 looks like to you, your business but most importantly your customers. Frankly, our business community gets a less than favorable wrap when it comes to customer service. Together, lets make 2015 "The Year Of The Customer."

Here's some interesting (and alarming) facts on reasons why customers leave a business.

1% die, 3% move, 5% develop other friendships, 9% go to a competitor based on convenience or passing by and don't return, only 14% are dissatisfied with the product or price.

But here's the clincher - 68% changed businesses because of poor service and the perceived indifference of staff and management - wow.

And only 4% of dissatisfied customers complain - 96% go away quietly, and 91% never return.

It is said that a dissatisfied customer tells around 10 people - and one in five tell more than 20 people.

With the explosion of Social Media, it's plausible that hundreds, possibly thousands will hear the dissatisfaction from one single person - scary stuff.

So what can you do?

Let's be honest here, does your business have a culture of mediocre service or worse, even though you're afraid to admit it, poor service?

Well, this is your chance to do something about it.

Some years ago, airline executive Jan Carlzon identified, what he called "Moments Of Truth", in simple terms, every single interaction a business has with a customer is called a "moment of truth". The key is to be able to identify these, what the satisfaction levels are and improve them.

How do we do this?

When I work with a business, we gather the team together, brain storm and map each one.

List these in order of importance and customer impact then work through how we can improve.

You'd be surprised how often the staff has the solution, they are the front line.

This week, why don't you gather the team, identify 10 moments of truth in your business and how to improve. I'd love to hear your results, email to

Topics:  business finance

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