As it is the beginning of a new year, most of us may have already organized our plan for the new year. I mean, in the plan regarding our customer service. Others may be in the process of building their clientele and some may be leaving it to its own devices!
Usually the goals are, growth, development, new customers, which will clearly bring profitability.
Really, have any of you ever wondered what are the reasons customers stop working with a business?
So, I ask the following question…
Why do businesses lose customers?
The answer to this question is given by a survey done much earlier in America which says,
that businesses are losing customers because:
- 1% Dying.
- 3% Moves.
- 5% Because friends recommend another business (referrals).
- 9% They find a better competitive price.
- 14% Because they are not satisfied with the product or service they have complaints.
- 68% They feel that the company is indifferent and are dissatisfied with the service.
What do we do for our customers?
To begin, let’s analyse the pyramid:
Of course, we certainly can’t do anything about the 1%…
As well as for the 3% who are moving.
Next, 5% are customers whose choices are influenced by their cycle.
Now, we have to accept that this is in the game.
And of course, the 9% of the customer base that will always be looking for a better price.
Therefore, they buy based on price and logically, there is always something cheaper.
14% are customers…
14% are customers who ride from business to business. They usually express their discontent and blame the previous ones and then do the same for us. In general, they are the type of customers who are unsatisfied.
We call this category of customers “the unsatisfied”.
Often their story is as follows:
“I’ve been to the best salons and I haven’t been happy at any of them.”
Particularly important is the 68%
Finally, the 68% is particularly important, where we can do the most and where it is worth investing!
By giving our undivided attention to the customers who trust us.
Keeping service at a high level, every time. On every visit.
Our interest and commitment should always be the same as the first time. And this of course at all levels.
From A to Z.
First, by welcoming the customer to our premises.
Our greeting should always be as enthusiastic and of course with a smile.
Then, the service. We show consistency in quality service delivery and we make sure that our performance is at its best every time.
Our products are always of high quality. Maybe that is one of the reasons why our client has chosen us.
During our client’s stay at our place it will be good to make sure that they have a good time.
Ideally with pleasant discussions and a positive atmosphere.
At his departure, the smile and enthusiasm are once again important.
Key point in my opinion, a big “thank you” for his visit today.
I hope that with this article, I have given at least a small push to maintain our clientele in our salons.
What do you intend to do from tomorrow to keep intact the very important 68% of your clientele?
Yours sincerely,
Ioanna Tziga – The HairXperts by Ioanna & Sissy
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