Whether you want to admit it or not, your business makes mistakes. Maybe the quality of your work wasn’t good (just one time, of course). Perhaps, your billing was incorrect and your customer was
charged too much. Maybe, a job took too long, or there was something wrong with a product you sold your customer.
These things happen to every business. And statistics show all of these things are forgiveable. Your customer will forget about any billing dispute, most quality issues and pretty much everything else you throw at them.
But, statistics show they will not forgive you for bad customer service.
Bad customer service is the unpardonable sin. Your customer simply won’t forget it. Here’s a stunning statistic that demonstrates this:
86% of people say they’ve stopped doing business with a company because of just one bad customer service experience (up from 69% in 2007) – Harris Interactive, Customer Experience Impact Report
Think about that! Almost 90% of the time customers will not return if they’ve had a bad customer service experience. Wow!
What I want to figure out is this: why will a customer leave you because of bad customer service and not because of other mistakes your business may make?
Here is the answer:
Customer service is personal. A billing dispute isn’t personal. A missed appointment isn’t personal. A dirty hotel room isn’t personal. Neither is a shoddy job.
But, customer service is VERY personal.
If a customer is treated poorly by you or your employees they will not forget it. They have been personally offended. You have made the customer feel dumb, disrespected or angry. They’ve been frustrated and upset. They won’t forget it.
That is why, 86% of the time, they won’t return.
About the Author
Kip Kint is the Director of Training and Development at ContactPoint. ContactPoint is a technology company offering tools that score and record customer service and sales conversations. Call scoring allows businesses to measure real improvement. ContactPoint also offers world class customer service training and coaching. To learn more about ContactPoint visit www.contactpoint.com.