1. Customer Care Without Pulling Out Your Hair
Presented by Gary Hall, Extension Agent
CSU Cooperative Extension
Developed by Mike D. Woods, Oklahoma State University

2. Why Do Customers Quit?
Dr. Michael LeBoeuf, in his book, “How to Win Customers and Keep Them for Life” reported from a survey on why customers quit that:
3% move away
5% develop other friendships
9% leave for competitive reasons
14% are dissatisfied with the product
68% quit because of an attitude of indifference or rudeness toward the customer by the owner, manager or some employee

3. Creating and keeping customers is the single most important goal of any employee.

4. Cost of Lost Customer
Mrs. Smith 1 Person
Tells eleven others +11 People
Who tell 5 each +55 People
Total who heard 67 People
Maybe 25% decide not to shop
Only 1 of those 25 dissatisfied customers will ever tell you that they are dissatisfied.

5. It costs $19 to keep a customer
It costs $118 to get a new customer in the store
Cost to keep Mrs. Smith happy $19
Cost of attracting 17 new customers $2,006
Source:
Dr. Paul Timm
Seven Power Strategies for
Building Customer Loyalty

6. By knowing the customer’s needs and meeting their expectations, they are satisfied and will return. As Employees we are hospitality representatives or ambassadors for both the business and community.

7. No matter what your business, customers buy only two things:
Good Feelings
&
Solutions to Problems

8. Customers are not always right, but they are always the BOSS.

9. Guest Friendly Moment of Truth Positive Negative Neutral
The point at which your actions cause a guest to form an impression about you, the business or organization you represent, and your community.
Positive
Negative
Neutral

10. Moment of Truth Positive Experience Neutral Experience
Customer tells 5 people
Neutral Experience
We don’t know
survey

11. Moment of Truth Negative Experience Good News Customer tells 9-10
13% of them will tell 20
Every complaint represents 26 customers who didn’t complain…they just don’t come back.
Good News
54-70% will do business again if complaint resolved
90% will do business again if resolved quickly.

12. “The average business spends 6 times more $$$ to attract new customers than to keep existing ones.” (Bill Evans, Institute of Professional Training)

13. You Are The Value You provide a positive experience for our customers.
You help in providing an answer to their problem.
You are critical in retaining customers.
Thank you!