Why customers quit: (from Win Customers and Keep Them for Life – M. LeBoeuf)
- 3% move away
- 5% develop other relationships
- 9% leave for competitive reasons
- 14% are unhappy with the product
- 68% quit because of an attitude of indifference toward the customer by the owner, manager or some employee
It costs 6x more (at least) to attract a new customer than to do more business with a current one.
95% of unhappy customers will do business with you again if you can resolve their issue on the spot. On average, they will tell 5 people about the great way you resolved their problem.
Treat people right and they will keep coming back and will bring their friends too.