Employing the right employees is essential to having a healthy business because your employees represent your business. If you hire employees who are inadequate at their job, you will loose customers and a loss of customers translates to a loss of revenue. In short, your employees can effect the quality of your business.
Unfortunately, you may never know that one of your employees is the cause or the drop in customers since 96% of businesses will not receive a complaint. As though being unaware isn’t frustrating enough, the customer angered by your employee, will then go and tell 9 to 10 people about the terrible experience they had with your business. Thus costing you even more customers.
It may surprise you to learn that if your employee has angered 1 customer in a certain way it likely that 27 other customers have similar concerns to that customers.
Though these figures are staggering, there is hope for your business. Out of the customers who register a complaint, as many as 70% will do business with you again if the complaint is resolved effectively. This number shoots up 96% if the complaint is resolved quickly. After having a complaint dealt with accordingly a customer will then tell about 5 people of the treatment they received.
Though recovering customers and correcting a complaint is doable, you may still loose customers. Thus is it best to select a dedicated, skilled employee in the first place. After all, if that employee costs you a customer it will cost you five times more to attract a new customer than to have kept the previous one. Remember an employee is meant to be an attribute to your company not a hindrance, so choose wisely.
Dermot Fitzpatrick is the owner of Fitz Solutions Inc. a software development company that creates powerful easy to use software tools for the construction industry. These include estimating, project management and job costing. Custom software design services are also offered.