Uber Good Experience with Rafael Perez

Image courtesy of arztsamui / FreeDigitalPhotos.net 3 Key Customer Service Factors Our Customer Service story of the week is brought to us by Danielle from Oklahoma.  This week’s story is called “Something Smells Fishy".  There is something stinky about this story but it's not the fish!  Click on the play button above to listen to her story! The Cost!  – When it comes to Customer Service, what is the cost associated with it?  The cost could be beneficial or it could be, well, costly.  There are 3 reasons why you should keep the cost in mind when dealing with people. 1.  It can cost five to six times more to find a new customer than retain an existing one (CX/ACT  formerly known as TARP Worldwide).   This reminds me of a story I heard on the Eventual Millionaire podcast with Jamie Tardy when she interviews Nerds On Call CEO, Ryan Eldridge. 2.  Reducing customer defections can boost profits by 25-85%.  How do you keep people from leaving and defecting to another company?  Learn to say 'yes' or be a problem solver for your organization.   In 73% of cases, studied by NOP, organizations made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. 3.  Customer loyalty, in most cases, is worth 10 times the price of a single purchase  (“Understanding Customers” by Ruby Newell-Legner).  If you keep your customers happy and they become loyal customers, they keep coming back again and again. The Complaint! – We should consider ourselves lucky if a customer is willing to complain.  We need to get away from our defensive posture and recognize the fact that if they are complaining they are actually doing us a favor and here are 3 reasons why. 1.  For every customer who bothers to complain, 26 other customers remain silent (Lee Resource Inc). 2.  A typical business hears from only about 4% of its dissatisfied customers. Ninety-six percent just go away and 91% will never come back (“Understanding Customers” by Ruby Newell-Legner). 3.  The average "wronged customer" will tell 8-l6 people about it. And even worse, over 20% will tell more than 20 (Lee Resource Inc).  I mentioned this in one of my Golden Rules, the Rule of 14 and 2.  It states that if you make someone happy they tell 2 people, if make them made they tell 14.  This can vary statistically but the implication is still the same.  Make them happy and they talk, make them mad and they scream!!!!  So be careful! The Why!  - The why is: why they leave, why they choose to go and make another company their choice.  And for this, you guessed it, I have 3 reasons. 1.  Sixty-eight percent leave because of an attitude of indifference towards the customer (CX/ACT Inc. formerly known as TARP worldwide).  No one likes to be made to feel unimportant.  We want to believe we are the most important person in the world.  Exceptional service does just that.  But most people aren’t even asking for that, they just want to know you care! 2.  Up to 70% of customer defection takes place because customers feel poorly treated (CX/ACT Inc). 3.  Eighty percent of complaints received by an organization are likely to have poor communication as their root cause, either with the customer or within the organization itself (Unknown).  This is underemphasized in most companies. There is no need to fret!  There is hope, hope to win customers over as I said in last week’s episode Recover Remarkably.  So to end on a positive note I’ll share 2 reasons to give you hope. The 1st Reason - Seventy percent of complaining customers will do business with you again if you resolve the complaint in their favor and 95% of complaining customers will do business with you again if you resolve the complaint instantly (Lee Resource Inc).  And even better, of the 95% that will do business with you again, they also stated that they would probably refer other people to you.  Now that sounds like a win/win to me!