Introduction
Why do customers take their business elsewhere? Some move away. Some are not satisfied with the product. Some go for competitive reasons. But the majority of customers take their business elsewhere because the business owner, manager, or frontline employee is indifferent toward them. Most of these customers will not even complain; they just won’t come back.
Great customer service isn’t doing what you think your customers want; it’s doing what your customers want. One of the biggest mistakes businesses make is assuming they know what their customers want without getting to know their customers and their needs. Managers who ensure that they and their teams are clued in to their customers are in the best position to give exceptional ...
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