Caring for Your Customers Gary Hall, Regional Director

Iowa State University Extension and Outreach, 2023 S Federal, Mason City, Iowa 50401

“How to Win Customers and Keep Them for Life” by LeBoeuf cites a survey on why

customers quit:

3% move away

5% develop other relationships

9% leave for competitive reasons

14% are dissatisfied with the product

68% quit because of an attitude of indifference or rudeness toward the

customer by an employee

Creating and keeping customers is our single most important goal!

It costs $19 to keep a customer It costs $118 to get a new customer

Cost to keep Mr. Hall happy $19 Cost of attracting 17 new customers

$2,006

No matter what your business, customers buy/want two things:

Good Feelings and

Solutions to Problems

Customers are not always right, but they are always the Boss

Good Customer Service Habits

Make a good first impression.

Know your job.

Know your community.

Communicate clearly.

Handle problems effectively.

Make a good last impression.

“The last thing that happens to the customer is the first thing they will remember.” (Bill Evans)

Mr. Hall 1 Person

Mr. Hall Tells 11 Others

The 11 tell 5 friends +55 People

Total who heard 67 People

25% may decide not to use Extension and

Outreach = 17

You Are the Value

You provide a positive experience for our

customers.

You help in providing an answer to their

problem.

You are critical in retaining customers.

Thank you!