When a customer initiates contact with a company wanting to acquire a product or service, that customer has certain expectations about the caliber of service that she or he deserves.
We have all experienced some level of less-than-perfect customer service. Depending on how much that service deviated from what we expected, we may have decided to give that company a second chance and done business anyway. But, if that service dropped below a certain level, we may have simply walked away.
If we’re on the service side of this equation, there are a few new startling statistics that should make us sit up and take note!
In an article that provides a useful summary on this issue, BusinessNewsDaily Contributor Chad Brooks cites a recent Weber Shandwick and Powell Tate survey which indicates that 69 percent of respondents would take their money elsewhere if a business wasn’t treating them with respect.
Added to this, about 60 percent said they would spread the word about the bad service.
These days, customers have a vastly lower threshold for tolerance when it comes to customer service, and when they experience uncivil behavior among a provider’s employees they are much more likely to walk away.
In a recent post, I spoke about the importance of focusing on “defining moments” in owning the customer experience. So if there’s one defining moment during which the customer perceives a representative as rude or disrespectful, it may lead to permanent loss of that customer. But that’s not all – it could ultimately lead to loss of other potential customers.
The snowball effect of poor service cannot be overstated. And this means that in both internal and external interactions, companies should have a zero tolerance approach to incivility and disrespect.
Sharon Daniels is CEO of AchieveGlobal in Tampa, Florida