One survey indicates that customers stop buying from a particular business for the following reasons: 4% died or moved away; 5% formed other interests; 9% went to the competitor; 14% were dissatisfied with the product; but 68% left because they felt someone was rude, indifferent or discourteous to them. Customers tend to rate customer service based upon: 1) procedural dimensions – established policies, procedures and systems to deliver products and services; and 2) the personal dimension – the behaviors, attitudes and communication skills used in customer interactions.
Here are some articles on the topic to help you prepare:
Customer Loyalty and Retention - This webpage features several articles on improving customer relationships. (Note: the page may open to an advertisement; simply click the link to skip the ad and continue to the webpage.)
Customer Service - Another webpage from Entrepreneur.com - this one contains several articles on customer service and selling.
This is the final month of our first Circles of Seven program. We hope you have enjoyed it, and have learned some new ways to move your business forward.
Graduation Announcement
We will be holding a graduation celebration for all our mentors and proteges on Wednesday, June 11th from
5-7 p.m. at Central Station in Bloomington (in the banquet room). Please RSVP to Michelle Spicer at michelle@bnbiz.org or (309) 452-8437 by June 1st. We will be providing drinks and appetizers.
For the graduation event, we have a couple things we need you to do:
1) Please email Michelle or Brooke a list of your group members with a short sentence or two about each of them by June 1st (i.e. "Chad Carson was a great addition to my group. He gave me good advice about customer service.").
2) Mentor of the Year award - If you would like to nominate your mentor, submit your mentor's name along with a paragraph or two explaining why he/she should receive the award (max. 150 words). Nominations due June 1st.
As always, if you have any questions or concerns, please contact Brooke Weishaupt or Marty Vanags at
(309) 452-8437.
