caring for your customers
TRANSCRIPT
Caring for Your Customers Gary Hall, Regional Director
Iowa State University Extension and Outreach, 2023 S Federal, Mason City, Iowa 50401
“How to Win Customers and Keep Them for Life” by LeBoeuf cites a survey on why
customers quit:
3% move away
5% develop other relationships
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 an employee
Creating and keeping customers is our single most important goal!
It costs $19 to keep a customer It costs $118 to get a new customer
Cost to keep Mr. Hall happy $19 Cost of attracting 17 new customers
$2,006
No matter what your business, customers buy/want two things:
Good Feelings and
Solutions to Problems
Customers are not always right, but they are always the Boss
Good Customer Service Habits
Make a good first impression.
Know your job.
Know your community.
Communicate clearly.
Handle problems effectively.
Make a good last impression.
“The last thing that happens to the customer is the first thing they will remember.” (Bill Evans)
Mr. Hall 1 Person
Mr. Hall Tells 11 Others
The 11 tell 5 friends +55 People
Total who heard 67 People
25% may decide not to use Extension and
Outreach = 17
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!