1% of your customers will never come back because they will die. And there’s nothing you can do about that.
3% of your customers will never patronize your business again because they will move away. There’s not much you can do about that.
5% of your customers will take the advice of a friend or relative and choose another source for the product or service you provide. There IS something you can do about that.
9% will find what they perceive as a better deal, a better product or service. There is also something you can do about that.
14% will leave you out of plain old dissatisfaction with you, your product, your service or an employee.
68% of the people who leave your business and never come back due to indifference.
What is indifference?
Indifference occurs when people just don’t have a feeling either way about your business, the service, the experience, the relationship. This is ONE crucial area where you, as a small business owner have the hands-down advantage over most of your larger competitors.
A warm greeting, eye-to-eye contact, a sincere “Nice to see you again” and a smiling “Thank You” can easily differentiate your business from others. This is the absolute minimum, I expect when I patronize a business and yet it’s a rare occurrence.
Making clients feel good, welcomed, valued and convenienced are critical in overcoming almost ALL these reasons people will forget about you. Create relationships and keep more customers.
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