1. You keep your customers. Research shows you can recover from service failures up to 95% of the time simply by listening to concerns and coming up with a timely solution.
2. You minimize negative exposure. Customers tell their friends, family and co-workers about bad service. How many? Social media has blown any previous stats out of the water! Fix it fast, stop the spread!
3. You reduce the risk of your competitor winning over your customer. Upset and unsatisfied customers will seek out an alternative provider.
4. Don’t have a big budget for advertising? It costs you far less to keep a customer than to recruit a new one – 5 times less.
5. It’s easier on you. Stressing over unresolved issues, receiving multiple emails and calls will drain your energy. As I teach my students in workshops, it is amazing how good you feel when you take ownership of customer concerns, use your skills to come to a solution and truly demonstrate service professionalism.