This is a monthly electronic magazine for anyone who wants to be a better leader, coach, facilitator, or simply, to tune up their people skills. It is a complimentary publication, devoted to the next evolution of Quality Thinking.
Publisher: © Key Associates, LLC, 2005 ISSN # 1545-8873
“Stronger timber does not live at ease. The stronger the breeze, the stronger the trees.” — Elfie Page, Dan Rather’s grandmother
“The man who will use his skill and imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.” — Henry Ford
“Service to others is the rent you pay for your room here on earth.” — Muhammed Ali
“You can hardly make a friend in a year, but you can easily offend one in an hour.” — Chinese Proverb
Your greatest ally is someone who will give you honest feedback. Sadly, unhappy customers walk (96% defect) – and they tell others (at least 9 other people) about their negative experience. More than 13% will tell at least 20 other people and exaggerate the story of their frustration. They rarely tell you. Their primary complaint: “an attitude of indifference.” Losing customer confidence, which takes years to build, can be lost in a few minutes. Are your channels open for feedback? Their feedback is a gift. Talk to customers – employees, clients, patients, vendors – and listen deeply. Accept what they say. Be willing to act immediately and make changes. The customer whose problem you solve is your ally for the duration. If it’s hastily resolved, 96% of those will do business with you again. And will tell 5 to 7 other people. They become your champions! Word-of-mouth marketing is the cheapest and most effective strategy! (Figures from Sanders, Fabled Service, 1995.)
The value of customer retention: Customer Retention.
Training solutions: seminars, DVDs, online materials: Customer Service Training.
Key Associates offers one-day, on-site training, linking quality to customer service: Customer Course. A specialized version, directed to internal customers, is available.
Feedback from customers, free library: Customer Retention.
A 2% increase in customer retention has the same effect on profits as a 10% reduction in cost: Customer Retention.
Develop a customer retention program: Developing a Customer Retention Program.
Find out why good employees walk: Employee Attraction and Retention Analysis.
copyright ©2012 by dr. m. k. key on behalf of key associates
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