DOES IT REALLY COST TEN TIMES MORE TO FIND A NEW CUSTOMER THAN IT DOES TO KEEP ONE?
In my years as a speaker and author, I’ve heard this number quoted, challenged, and questioned hundreds of times. Some men and women I talk to swear it’s much too high – that it only costs three or four times as much to bring in new business – and others think it might even be a little low.
My take: who cares what the exact figure is… the point is that you can’t afford to lose the customers you have.
Existing customers place bigger orders, send more referrals, and take up less of your time. They are the lifeblood of any established business. So what does it matter exactly how much you need them, when you know that you definitely do need them?
As the economy continues to improve, lots of companies are going to be doing what they always do – pouring money into new products, different marketing initiatives, and even more training for their sales staff. But most will neglect the one thing they need most: training their staff to serve, and keep, the buyers they already have.
Meeting your revenue goals will undoubtedly require you and your team to find some new business, but it’s going to be impossible if you lose a lot of what you have now. That’s why I want you to call today to find out about my customer service-training program. Designed to help your staff be more committed to your internal and external customers, it could be the key to a stronger bottom line this year.
To find out more about this program, or get a complimentary digital copy of my book, The PEOPLE Approach to Customer Service, reach me at 704-847-7390. Learn more about this book at www.customerservicethebook.com today.
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