Convert 95% of Your Disgruntled Customers Into Satisfied Buyers

If you’re not convinced that customer service is an important part of your company’s bottom line, consider these statistics from the Office of Consumer Affairs:

• You’ll hear nothing from 96 percent of your customers who received rude or discourteous treatment.

• Ninety percent of your customers who are dissatisfied with your service will not come back or buy from you again.

• Every unhappy customer will tell his story to nine other people.

• Of customers who do speak up, about 60 percent will do business with you again if their complaint is resolved. If it’s resolved quickly, the figure rises to 95 percent.

The lesson: Make sure you have mechanisms in place for getting regular feedback from your customers. When they report a problem, resolve it immediately.

“That one has truly touched me.”

“I am writing to thank you for mentoring me in more ways than I can imagine since 2004, when I first subscribed to ETR. And thanks for the ‘Thanksgiving’ article. There are several others I’ve loved. But that one, coming from an American businessman, has truly touched me.”

Yvonne Mpanga Simwogerere
Kampala, Uganda

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E-Mail Trash or Treasure

Bob Bly wrote an e-mail in five minutes. It generated a $7,449 profit in a single week. Here’s what he said…

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