The very day of this writing I brought in a cleaning service to clean my home. I was so excited about bringing this service to my home because as a mother of a two and a business owner, I simply do not have time to dust, do windows and clean bathroom tile. I let the ladies from Maid for You in and headed out for work. I returned to find mildew still in the shower, smudges on the floor, dust throughout the house and a strange residue on my counter tops. My first thoughts were: “I paid for this! Heck, I could have done this myself!” When I called the company a week prior, I had every intention of signing up on a weekly plan for $240 per month. When I called back to complain, the manager was polite, slightly apologetic, but did not guarantee my satisfaction and when I told him I’d certainly not move forward with my plan for weekly service, he said absolutely nothing.
Here’s what Maid for You just threw away:
1 lost customer at $240/mo; $2880/year
I will tell 11* people about my dissatisfaction
My 11 friends will tell 5* people each
My influence reaches 66 people
(11 plus 55)
About a quarter (17) of the people I influence will never do business with Maid for You
Here’s how much the company will lose from me and 17 other people (who also abhor housecleaning) who would likely spend $240 a month: $51,840
*TARP, Inc. found that unhappy customers tell an average of eleven people about their dissatisfaction and that those eleven people tell five others. (But in the world of social media, I won’t tell 11 people…I’ll actually reach thousands.)
Do you get the idea? One lost customer really is a big deal!