Are Nice Customers Hurting Your Business?

Nice customers never complain, no matter how upset they get. They never kick. They don't scream. Dealers, cocktail waitresses, cashiers can ignore them. They won't tell you if your employees are rude, argumentative, indifferent or just don't care. They won't call or write you. They just don't come back.

Nice customers don't have a union. They never sue. No congressperson represents them. But, if there are enough of them, they can put any organization out of business. Why do nice customers leave? Three percent move. Nine percent try somewhere else. Nine percent change because of price. Twelve percent are dissatisfied with the product or service. Sixty-seven percent leave because of an attitude of indifference on the part of the employees.

When customers leave, the employees blame the competition or the customer. They even blame the weather. What can you do with these dissatisfied nice customers? Very little if you don't know about them. If you find out they have a problem and solve it, the odds are 19 to 1 you can keep them. If you don't find out about the problem or don't solve it, 94% switch to a competitor.

At Demos and Associates, we can help you keep nice customers. We can also suggest to you what it takes to keep them satisfied......And a satisfied customer is the one that buys, multiplies (through referral business) and comes back to play again.