Sam's Blog

On average...

Satisfied customers tell 5 people about good service they receive. Dissatisfied customers tell 10 people about bad service received.

 U.S.Office of Consumer Affairs

For every unsatisfied customer who complains, there are 26 other unhappy customers who say nothing.  And of those 26, 24 won't come back

 U.S. Office of Consumer Affairs

 The average company loses approximately

20% of it's customers each year.

 Patricia Sellers, "What Customers Really Want" Fortune                                                              

 Of customers who take their business somewhere else:

15% find cheaper products elsewhere

15% find better products elsewhere

65% leave because of poor customer service.

 The Forum Corporation

 "We've collected the most common service complaints, and every one of them is rooted in a lack of respect for the customer."

Leonard Berry, Director  Texas A&M University Center for Retailing Studies

 It's not the employer who pays the wages.

Employers only handle the money. It's the

customer who pays the wages.

- Henry Ford

Complainers are GREAT! They give you the opportunity.  To fix their problems and keep them as customers - Instead of saying nothing and taking their business elsewhere.

- Unknown

Be thankful for problems.  If they weren't so hard, someone with less ability might have your job!

 - unknown