People die and there’s nothing you can do about it. It’s generally only about 1% for most businesses.
People move away. About 3% of your customers will move too far away to maintain a business practical relationship with you. Not much you can do about that (although it IS much easier today to keep in touch and to serve people at greater distances today).
5% of your customers will take the advice of a friend or relative and choose another source for the product or service you provide. There IS something you can do about that.
9% will find what they perceive as a better deal, a better product or service. There is also something you can do about that.
14% will leave you out of plain old dissatisfaction with you, your product, your service or an employee.
68% of the people who leave your business and never come back due to indifference.
What is indifference?
Indifference occurs when people just don’t have a feeling either way about your business, the service, the experience, the relationship. This is ONE crucial area where you, as a small business owner have the hands-down advantage over most of your larger competitors.
A warm greeting, eye-to-eye contact, a sincere “Nice to see you again” and a smiling “Thank You” can easily differentiate your business from others. This is the absolute minimum I personally expect when I patronize a business and yet it’s a rare occurrence.
Making clients feel good, welcomed, valued and convenienced are critical in overcoming almost ALL these reasons people will forget about you. Create relationships and keep more customers.
2 ways to keep people feeling like you recognize them and care about them: (there are more, but these are cheap & easy)
Andrew Mazer, Founder of Mazer Wholesale, Inc. established since 1986. In 1996, I began marketing my wholesale business online. In 2009, I began helping other business owners market THEIR business online. I am the author of The Business Owner's Guide to Marketing Online, The Groupon Solution, and The One Good Idea Newsletter. Contact me at [email protected]