Your customers talk. They talk a lot. And unfortunately the angry ones talk more than the happy ones. They tell everyone how bad your business is.
Here's a new statistic that really opened my eyes.
A dissatisfied customer will bout their experience -
That's pretty telling. Think about that!
If you have an employee that is rude or indifferent or cranky, your customers will talk.
If you place a customer on hold for too long, or you don't greet a customer properly when they walk in your door, your customers will talk.
Think about the damage this does.
Let's play a game. Think about every angry/dissatisfed customer at your business in the last 3 weeks. How many are there? Now multiply that number by 15. That's how many people know your customer service was bad. That's how many people have a negative opinion about your business.
Bad customer service (or even subpar customer service) has a devastating ripple effect. The damage is exponential. Remember: every dissatisifed customer will tell 9 to 15 people about their bad experience.
What can you do to fix this problem? Well you can't stop the dissatisifed customer from talking. The only thing you can do is provide better customer service. You simply must have better customer service.
How do you do that?
We've addresssed that here and here.