Skip to main content

How to Slow Customer Divorce

Improve Customer Retention

My entire organization works hard to produce and promote a wonderful service.
I am a sales person. I work months overcoming objections, building a trust relationship, actively listening, showing sincere interest, being the face of my company, establishing expectations and creating a special bond.
I remember a time when when our customer retention was declining.  There was a noticeable difference in customer attitudes, an increase in their complaints but never anything specific. I felt our trust relationship slipping. I was going through a divorce at the time and thought my distractions may have been the cause. While researching the leading causes of divorce, I had one those "WOW" moments.  
According to enrichment journal on the divorce rate in America:
  • The divorce rate in America for first marriage is 41%
  • The divorce rate in America for second marriage is 60%
  • The divorce rate in America for third marriage is 73%
It also stated that sixty-five percent of experts agree the most effective way to reduce divorce rates is by improving communication.  At that moment I began to recall customer comments about managers not returning calls or not getting answers to questions. 

We found the following opportunities to improve our communication:
Immediate/timely response - Imagine your mother lives in an Assisted Living. She calls you with serious concerns. You repeatedly reach out to the Executive Director via telephone and email yet never get a response.  Resolution - We now respond to every customer concern by the end of the day it was received, even if it is only an update. The customer knows we received their concern and are working on a resolution.

 Own my issue - You call a company with a question. The person you reach cannot help you, but says they will transfer your question to the correct person or department. The employee leaves a message on the correct persons voice mail or emails them. You never get a response.  
Resolution - The employee who takes the original call now owns it. The owner will update the customer through resolution. The customer expects someone to own their question, concern or complaint and to respond timely. 
Identifying and correcting these two specific communication areas played a significant role in rebuilding our customer trust, confidence and increasing retention.

Call for an Executive Level Mystery Shop and Analysis.
Rick D Watkins

 How are you treating life?


Labels:

Comments

Post a Comment

Comments:

Popular posts from this blog

Questions You Should Ask Every Assisted or Senior Living Community

During my 30 years in senior living operations and sales I've failed to understand why families or future residents rarely ask detailed questions relating to management. Even more alarming is that the checklists many are using to assist with their decision-making process does not mention them. Delivering consistent quality care and service in such a dynamic atmosphere is difficult. Imagine what it takes to provide quality meals, housekeeping, activities, maintenance, assistance with specific resident needs such as medications, bathing, grooming, mobility, emergency response, communication with physicians, pharmacies, families, therapists, hospice, home health and so much more 24 hours a day, 7 days a week. Each residents needs and expectations are unique and changing. Residents and families trust the community team to deliver consistent service. The importance of employee satisfaction is often overlooked. It directly impacts the quality of care and services delivered. It's si...
Post a Comment
Read more

Is Your Assisted Living or Business Safe?

Assess Your Vulnerability Now Sharks Are Circling Several things are in motion that will make it challenging at best to provide quality service and care to your customers in the near future. Small/Regional/Mid-Sized businesses are about to be chum for the most massive, deadly business eating sharks the United States has ever encountered. They already smell your blood, have you in sight and are waiting for any opportunity to attack. The good news is you can reduce the risk of being their next victim, but lets talk about what attracts this particular breed of shark and a possible attack scenario. They tend to thrive in atmospheres of chaos, new health care regulations, entitlement mentalities, rising workers compensation rates and low organized labor membership. I cannot accurately describe the carnage your business could experience and will certainly witness in the near future.  Imagine the potential damage a simple email or phone call to a regulatory oversigh...
Post a Comment
Read more
 Weight Loss Surgery Lessons and Customer Engagement There is a television show about extremely overweight people wanting to have weight loss surgery. During the first doctor's appointment, the patient's initial weight is taken, and they are given a 60-day weight loss goal. Reaching this goal determines eligibility for the surgery. Each patient receives very detailed instructions on how to meet their goal. Following the instructions are guaranteed to work. Most patients return for their two-month check-up only to realize their weight loss was minimal or they gained weight. Unfortunately, this process may repeat itself for over a year.  The scale does not lie.  At some point the patient realizes this is a life-or death situation and they need to make a complete Lifestyle change to meet their goal and be approved for the surgery. It was as simple or challenging as following the initial instructions.  So, what does Customer Engagement have in common with weight loss sur...
Post a Comment
Read more