Are the people working in your business aware of the knife edge you live on?
Research shows that customers will give companies one, or may be two, chances to get it right and then they will dump you. And when you are gone, you are gone. It is almost impossible to get another chance in this crowded and competitive market.
Research also shows that if people have a good experience they will tell 9 others and about a third of the time they will recommend that company. If they have a bad experience they will tell 13 others and more than half the time they will suggest those listening avoid doing business with that company.
When they are dealing with a customer, do your people think that what they say, do or decide will determine whether the customer spends money or leaves, and what they will tell others about your business?
What would you have to do to make sure they do?
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