Skip to main content

How to Slow Customer Divorce

Improve Customer Retention

My entire organization works hard to produce and promote a wonderful service.
I am a sales person. I work months overcoming objections, building a trust relationship, actively listening, showing sincere interest, being the face of my company, establishing expectations and creating a special bond.
I remember a time when when our customer retention was declining.  There was a noticeable difference in customer attitudes, an increase in their complaints but never anything specific. I felt our trust relationship slipping. I was going through a divorce at the time and thought my distractions may have been the cause. While researching the leading causes of divorce, I had one those "WOW" moments.  
According to enrichment journal on the divorce rate in America:
  • The divorce rate in America for first marriage is 41%
  • The divorce rate in America for second marriage is 60%
  • The divorce rate in America for third marriage is 73%
It also stated that sixty-five percent of experts agree the most effective way to reduce divorce rates is by improving communication.  At that moment I began to recall customer comments about managers not returning calls or not getting answers to questions. 

We found the following opportunities to improve our communication:
Immediate/timely response - Imagine your mother lives in an Assisted Living. She calls you with serious concerns. You repeatedly reach out to the Executive Director via telephone and email yet never get a response.  Resolution - We now respond to every customer concern by the end of the day it was received, even if it is only an update. The customer knows we received their concern and are working on a resolution.

 Own my issue - You call a company with a question. The person you reach cannot help you, but says they will transfer your question to the correct person or department. The employee leaves a message on the correct persons voice mail or emails them. You never get a response.  
Resolution - The employee who takes the original call now owns it. The owner will update the customer through resolution. The customer expects someone to own their question, concern or complaint and to respond timely. 
Identifying and correcting these two specific communication areas played a significant role in rebuilding our customer trust, confidence and increasing retention.

Call for an Executive Level Mystery Shop and Analysis.
Rick D Watkins

 How are you treating life?


Labels:

Comments

Post a Comment

Comments:

Popular posts from this blog

 Weight Loss Surgery Lessons and Customer Engagement There is a television show about extremely overweight people wanting to have weight loss surgery. During the first doctor's appointment, the patient's initial weight is taken, and they are given a 60-day weight loss goal. Reaching this goal determines eligibility for the surgery. Each patient receives very detailed instructions on how to meet their goal. Following the instructions are guaranteed to work. Most patients return for their two-month check-up only to realize their weight loss was minimal or they gained weight. Unfortunately, this process may repeat itself for over a year.  The scale does not lie.  At some point the patient realizes this is a life-or death situation and they need to make a complete Lifestyle change to meet their goal and be approved for the surgery. It was as simple or challenging as following the initial instructions.  So, what does Customer Engagement have in common with weight loss sur...
Post a Comment
Read more

Trust and Assisted Living

Trust and Assisted Living trust : to believe  that someone or something is reliable, good, honest, effective, etc. : to have confidence in (someone or something) : to believe that something is true or correct : to hope or expect that something is true or will happen You might say entrusting an assisted living community with the care of your parents or loved one is the ultimate act of trust.  It's common for the adult children of assisted living residents to live hundreds or thousands of miles away. It may have taken months or years to convince mother to make the move into an assisted living community. She isn't completely sold on the idea but is willing to give it a chance. It still sounds too good to be true; a community filled with loving people that will meet her every need and always have a smile on their face. It better be, because mom trusted your advice.  The key to building a family "trust account"  Imagine...
1 comment
Read more

Questions You Should Ask Every Assisted or Senior Living Community

During my 30 years in senior living operations and sales I've failed to understand why families or future residents rarely ask detailed questions relating to management. Even more alarming is that the checklists many are using to assist with their decision-making process does not mention them. Delivering consistent quality care and service in such a dynamic atmosphere is difficult. Imagine what it takes to provide quality meals, housekeeping, activities, maintenance, assistance with specific resident needs such as medications, bathing, grooming, mobility, emergency response, communication with physicians, pharmacies, families, therapists, hospice, home health and so much more 24 hours a day, 7 days a week. Each residents needs and expectations are unique and changing. Residents and families trust the community team to deliver consistent service. The importance of employee satisfaction is often overlooked. It directly impacts the quality of care and services delivered. It's si...
Post a Comment
Read more