It’s Just One Customer. What’s the Big Deal?



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!

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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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