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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?


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