Do you have clients/customers that can buy from you more than once?

How many don’t? They buy one time, that’s it.

Have you ever lost a customer?

Do you know a business that has lost a customer?

Why do customers leave?

When it is estimated to cost six times more to get a new customer than it costs to keep an existing customer, these are important questions to ask when looking at building customer loyalty in your business.

Here are some figures to consider;

People leave because…                    How much control do you have?

• 1%           Death                                        none
• 3%           Move / Location change            none
• 5%           Buy from a Friend                      little
• 9%           Sold by a Competitor                 some
• 14%         Product/Price                             some
• 68%         Perceived Indifference               total – 100%

That last figure, Perceived Indifference, is what I want to put a spotlight on today.

Customers leave because they think… You just don’t Care…

That’s probably not true is it? You do care about your customers don’t you? And with 100% control over the perception your business projects to its customers, this is a key area that must be a daily focus for every member of your team.

What might you be doing or not be doing that would indicate to your customers – indifference?

What are you doing or could be doing that shows them you do care? Is it enough? (A note of caution before you look at answering this question: This is where you want to inject some perspective before swinging the pendulum too far the other way and begin incurring unnecessary costs to your business… It’s not always the big things, it’s often the little things that really make the difference in the eye of the customer.)

Survey your customers/clients, and find out why they are leaving. If they are leaving because of perceived indifference, you can change that perception, and turn them into Raving Fans who would be happy to tell others about you.