Millions of Dollars Are Lost Every Year Due To  Mistakes!

     Getting someone to walk into your store, or visit your website is an expensive and time-consuming process. Yet millions of dollars in sales are lost because of customer service errors or omissions. In fact, millions of dollars is almost definitely an understatement because there is no accurate way to determine how many possible sales were lost to bad will and negatve talk among friends, co-works, and the neighbors of the disgruntled customers.

     It is well known that angry people, or dissatisfied customers are far more likely to fill out those surveys or write those letter than satisfied customers. It has been estimated that the average dissatisfied customer will tell approx 15-20 people about their experience while the satisfied customer will tell only a small fraction of that. While that is not fair, it is the reality of the situation.

     The other problem that we all face in business is perception. Perception is not something that is necessarily true but rather is something that is thought of to be true in the eyes of the customer. Again, this is not fair but it is reality, at least in the eyes of the customer.

     The focus here should not be on what is right or wrong or fair or unfair but on what we can do to minimize our mistakes and the effects they have on our customers. Things happen to the best of us and it is how we react to these situations that helps determine whether that customer comes back to give us a second chance or just heads over to our competition. While it is nice to be right, it is better to do whatever is necessary to keep the customer even if we have to sacrifice a little pride in the process.

     The best way to limit the effects and cost of our mistakes is to be proactive and take steps to reduce the mistakes in the first place! That means looking at how mistakes occur and changing our policies and procedures to make them easier and less mistake oriented. In other words, keep it simple!

     Mistakes are also made when people are not adequately trained or experienced enough to do specific tasks. For example, someone who is not trainined in customer service might use the wrong choice of words or make a wrong decision that could cost you a customer or involve a financial loss of some kind. These situations are fairly common with some people and it does not mean they are intentionally doing anything wrong. In fact, some people try very hard to do and say the right thing but so so anyway because they did not know any better.

     Studies have shown that it can cost up to 10-15 times MORE to get a new customer than it does to keep an existing one. By understand the value of a customer and the proper way to treat them, you can reduce your customer costs while improving customer satisfaction. Plus, there is something else to consider......

     Have you ever given thought to what happens when you lose a customer? They don't just stop using the products, they just go elsewhere to get them? So a customer lost for you means a customer gained for your competition. Even worse, it's a customer "handed" right to your competition! Since we have to fight for every customer we get, it makes little sense to hand them to someone else when that is not necessary!

     Having people trained in customer Service is not expensive. In fact, we could easily make an argument that it is by far more expensive to NOT train them than to provide the training they need in the first place! It has also been documented, and few people would dispute, that the further along a customer remains dissatisfied, the more costly it becomes to resolve the situation and keep them as a customer. With that in mind, how valuable do you think it would be if your associates could easily diffuse customer issues and resolve them quickly and easily?

    That kind of skill is extremely valuable and that is just one of the skills we teach people how to master each and every day. We teach people of all ages and in all industries how important customers are, how to determine their value to the business, and most important, how to look at what customers are (and are not!). You would be surprised, even shocked, at some of the honest misconceptions out there in the minds of your associates.

     Everyone who is part of the customer experience (sales, service, billing, warehouse, delivery) should be trained on how to relate to and treat our customers. They should all be taught the communication skills necessary to insure that there are no misunderstandings that can cause problems down the road. The time for this training is right now. Every day you allow untrained people to interact with customers increases the chances that you will lose some of those customers. We want to help you make sure that does not happen again. Ever.

          The best time to get started is right now. With our self-paced training manuals you can get results in a cost effective way without losing time from work or incurring expensive travel and meal costs. Plus, with our instant downloading, you can get started today! You can even make meaningful changes the same day you get your manuals!

     We've made it easy but you have to take the first step. Why not check out our training manuals and current specials to find out what is the best choice for you? With our 100% no hassle guarantee, there is no risk whatsoever!

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