Paul De’ Man sent me an email asking me how to handle customer complaints. Great question Paul!
Business’s spend a great amount of time and money to get customers, here are some stat’s you probably don’t know:
- On average, twenty six unhappy customers won’t complain for everyone that will
- Each of these twenty seven customers will tell an average of sixteen other people about their bad experience
- This means that every complaint you hear represents 432 negative impressions. That’s 1296 unhappy
potential customers for every three complaints. - It costs 5 times as much to attract a new customer as to keep a current one
- 91% of your unhappy customers will never come back to your business again
- If you ask for complaints no matter how small and remedy them you will be able to keep 82% of those customers.