RETENTION – Retaining The Customer
We spoke in yesterday’s blog about how important it is to a business to retain a well trained employee rather than losing that employee and hiring and retraining someone else. Equally important is retaining customers a business already has. It has been proven that it costs much more to win a new customer than it does to keep an old one…and one of the most common complaints business owners hear is that an employee was rude to them. Maybe they didn’t mean to be, maybe they were stressed out in the workplace, or a co-worker was making things hard for them — or maybe they just weren’t being mindful of a key word in some groundbreaking research – Civility. It’s recently been proven that Civility and etiquette in the workplace have direct results in productivity, employee, and customer retention. Putting these ideas into action leads to a 30% increase in business profits.