Why customers quit

Why customers quit: (from Win Customers and Keep Them for Life – M. LeBoeuf)

  • 3%       move away
  • 5%       develop other relationships
  • 9%       leave for competitive reasons
  • 14%     are unhappy with the product
  • 68%     quit because of an attitude of indifference toward the customer by the owner, manager or some employee

It costs 6x more (at least) to attract a new customer than to do more business with a current one.

95% of unhappy customers will do business with you again if you can resolve their issue on the spot.  On average, they will tell 5 people about the great way you resolved their problem.

Treat people right and they will keep coming back and will bring their friends too.

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