Better Business Bureau News: Poor customer service can have devastating effects
Listen up Middle Tennessee businesses. The 2003 customer service report is in and you got a failing grade. There were 25,000 customer complaints to the BBB last year and here’s the top five reasons customers complained and why they took their money elsewhere.
• Uncaring, negative attitude of employees and management
• Upset with the treatment they received
• Failure to return customer calls
• Employees not empowered to make decisions
• Poor handling and resolution of complaints
In today’s volatile economy, providing excellent customer service can be the critical difference in your company’s success. Customers today are better educated than ever before. They are more careful about their purchases and the dollars they spend. They want value for their money.
If you look at the five cited reasons for customer dissatisfaction, business has control over 100 percent of the reasons why their customers stop doing business with them. Customers are loyal to a business because they feel they are treated well, they are made to feel important, and they are psychologically attached to the business because they like the people.
Customer service pays. It does not cost. It pays in many ways, the first of which is long-term customer retention. Many businesses understand the cost of acquiring a customer, but they don’t understand the cost of losing one. The harsh reality, it costs five to six times more to acquire a customer than it does to do business with a current or former customer.
Remember the real reason you are in business is to serve a customer. When you serve your customer better than anyone else you make a profit. Commit your business to these five Customer Commandments and your business will have customers for life.
1) The customer is the most important person in the company.
2) The customer is not dependent on you; you are dependent on the customer. YOU work for the customer.
3) The customer is not an interruption of your work. The customer is the purpose of your work.
4) It is your job to satisfy the needs, wants and expectations of your customers, and whenever possible, resolve their fears and complaints.
5) The customer is the lifeblood of your business and deserves the most attentive, courteous and professional treatment you can provide.
For more information, contact your local BBB by phone at (615) 242-4222, or toll free (800) 989-4222, or on our Web site: www.middletennessee.bbb.org.