Lousy Customer Service Can Cost Your Biz Big Time

By Gina Beckman, 10 til 2 Marketing Director

You are a business owner and you’re chugging away at a nice clip, building your client base, selling your goods, making your sales goals… and then the good times start to wane. You chalk it up to the sluggish economy or hardy competition or a fickle market. Then you start analyzing the numbers, reviewing your business plan and revamping your marketing direction; but it all seems tight. The fact is, there might be something far more insidious causing the demise of your thriving business; namely, really lousy customer service.

Chances are that at some point in your life you have been subjected to horrible customer service. From clueless salespeople to snippy flight attendants to repairmen who apparently never actually learned the meaning of the word “repair.” If at all possible, I avoid these offending businesses at all costs. And I am not alone.

According to a recent survey by Greenfield Online, bad customer service costs businesses as much as $338.5 billion a year in lost revenues globally. Ouch.

Bad customer service doesn’t always manifest itself in egregious ways; but the damage that can be done by simple inattention to detail should not be discounted in terms of how it can affect your business.

Click here to read a wonderful article by Dave Logan entitled “How to Turn Loyal Customers into Hate-Filled Villagers with Pitchforks” on CBSNews.com

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