f you don’t focus on retaining your customers, you’ll lose more clients than you keep. According to a Brigham Young University study, 65% of most companies’ business comes from satisfied customers. The study concluded that it costs 7 times less to service an existing client than to acquire a new one. Therefore, the longer clients stay, the more profitable they become.
To help retain your clients, I urge you to follow these two steps:
Step One: From the top down, management must commit to keep the clients. To do this, you must get customer feedback. If you don’t, most unhappy customers will just move on instead of complaining (especially if they’re men). Teach your sales and customer service employees (the ones who encounter your clients daily) to ask: “How are we doing? Are we doing a good job? Is there anything we can do to improve our service? Is there anything that you would like us to change?” The main reason customers defect is not price but because of employee indifference. No one likes to be taken for granted—especially your customers!
Step Two: Management can use a feedback tool after each move. Below is an example of one we used at my moving company in Atlanta.
For more information on our online office moving training, please visit www.officemoves.com/training/index.html or call Ed Katz at 404.358.2172.