• 4% are gone. They move, get promoted, transferred, divorced, die or whatever.
  • 5% change suppliers on the recommendation of a friend or business associate. Stay in touch with them, you may get them back – sometimes quickly.
  • 9% change because of a true competitive advantage; an honest benefit offered over your product or service, and usually this means price.
  • 14% change because they are unhappy with your service or product. (You’re better off turning a customer away, than selling them something that’s not right for them. This way you build trust and leave the door open to come back when you feel you have something that fills their needs. Selling something that’s totally wrong for the customer can close the door on you forever.)
  • 68% of People stop buying from you because of a perceived lack of caring expressed by your company!

We all need to insure customer satisfaction at every level of the process