It’s easy to get caught up in the “I’m too busy” or “that’s too much work” or “there just aren’t enough hours in the day” mantra of business ownership where you’re so busy managing your “to do” list or wearing multiple hats that you don’t take the time to give your clients an exemplary experience.
An experience above and beyond showing up and doing what you do, no matter how well you do it.
What if you were to consider the following:
- 68% of customers leave because they feel poorly treated. (CustomerServiceManager.com)
- 91% of unhappy clients will not willingly do business with you again. (Lee Resources, Inc.)
- 95% of complaining customers will do business with you again if you resolve the complaint instantly. (Lee Resources, Inc.)
- 96% of clients who didn’t have a great experience simply go away and, of those, 91% will never come back. (“Understanding Customers” by R. Newell-Legner)
- Note: This doesn’t mean they were unhappy, simply that there was nothing to rave about.
The above graphic really makes a statement doesn’t it? Especially when considering that the maroon piece of the pie requires marketing, lead generation, building trust and, ultimately (hopefully!), conversion.
Attracting new customers and clients is expensive — an investment of time, energy and money.
Studies show that losing a client or customer is between “2.5 and 7 times more costly than gaining a new customer.”
Why is it more expensive to replace a lost client than get a new one?
In part because of all the time, energy and money that went into both getting the client and welcoming them.
Having to replace the majority of your clients because they didn’t have a great experience with you can drain even the most motivated business owner.