The Only Reason Customers Go Elsewhere

Whether you want to admit it or not, your company makes mistakes

. You screw up sometimes. You are not perfect and your employees are not perfect. Maybe the quality of your work wasn't good (just one time, of course). Perhaps, your billing was incorrect and your customer was charged too much. Maybe, a job took too long, or there was something wrong with a product you sold your customer.

These things happen to every business. They are a part of doing business and you don't have have complete control over some of them. You can't control everything that happens in your building, every product you produce or every service you provide. And statistics show all of these things are forgiveable. Your customer will forget about any billing dispute, most quality issues and pretty much everything else you throw at them. They forgive you for all that stuff. It may take some time, it may take some effort, but eventually they will forgive you.

But, statistics show they will not forgive you for bad customer service. They just won't.

Bad customer service is the unpardonable sin. Your customer simply won't forget it. Here's a stunning statistic that demonstrates this: 86% of people say they've stopped doing business with a company because of just one bad customer service experience (up from 69% in 2007) - Harris Interactive, Customer Experience Impact Report

Think about that! Almost 90% of the time customers will not return if they've had a bad customer service experience. Wow!

We've talked about how to provide legendary customer service here and here. So I won't explain that again.

What I want to figure out is this: why will a customer leave you because of bad customer service and not because of other mistakes your business may make?

Here is the answer:

Customer service is personal. A billing dispute isn't personal. A missed appointment isn't personal. A dirty hotel room isn't personal. Neither is a shoddy job.

But, customer service is VERY personal.

If a customer is treated poorly by you or your employees they will not forget it. They have been personally offended. You have made the customer feel dumb, disrespected or angry. They've been frustrated and upset. They won't forget it.

That is why, 86% of the time, they won't return. You will never get them back if your customer service is poor. No matter how hard you try or how much you apologize, you can't get them back if you screw up your customer service.

by: Jeremiah Wilson

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