You Probably Won't Know if Your Clients Aren't Happy
If your clients are dissatisfied, realize the following:
* 96% will not complain directly.
* 90% will not return.
* 1 person will tell ten others about their experience.
* 13% will tell at least 20 others (and with technology today, can tell many, many more)
- TARP (Technical Assistance Research Programs)
Don't leave your clients' experience to chance!
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Posted by Susan Hoekstra at 6/7/2009 3:38 PM 
Categories: Service Statistics
Tags: Susan Hoekstra service training service consulting The Service Journey Good Service Proactive Service Poor service Susan J. Hoekstra
Categories: Service Statistics
Tags: Susan Hoekstra service training service consulting The Service Journey Good Service Proactive Service Poor service Susan J. Hoekstra
I completely agree with these stats. I certainly tell my friends and family when I have those poor service experiences.
For example, I bought a 52 inch TV about four months ago and all of a sudden it stopped working. I can't even begin to tell you how rude the customer service people were. I politely explained to the representative what had happened and he said that the main board of the tv was completely fried. He offered no explanation when I asked why that would happen to a 4 month TV he responded by saying "does it really matter... it's still under warranty so it won't cost you anything". The poor service did not stop with the employees on the call desk.... even the technician who came to our house was extremely rude and even mentioned to us that he's received several complaints so if we weren't satisfied please do not let his manager know.
Needless to say the entire experience did not leave a good taste in my mouth and you better believe that I've told many of my friends and family that if they are planning to buy a tv that they should avoid this manufacturer as it seems likely that at some point they'd experience problems with the TV and have to be subjected to a service center who does not really care about the client.
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Thanks for letting us know your story Laura (and I'm sorry for your experience). It seems this company should understand why they have so many issues and resolve the root cause of the problem, but it also seems they hire non-service-oriented people and /or don't give their employees professional skills training.
I wonder if this company realizes how many TVs they have not sold because of your one experience? I bet they're blaming it on the economy.
Susan
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