Poor service worse then recession

Being unable to see their business through customers’ eyes loses more business than the recession. So says Michael McLaughlin, for twenty-years a business vetting manager for the Guild of Master Craftsmen. The biggest haemorrhage of assets is the loss of goodwill caused by de-motivated staff.

As fast as service providers generate business through imaginative cost effective advertising, they lose it because of poor staff training and management. The average customer can reel off a dozen businesses they no longer frequent because they have been offended by poor customer service. It is the self-inflicted recession that never goes away.

AMERICAN BEST PRACTICE

The chairman of an American car making giant was the first to see the light. He couldn’t understand why Japanese rivals were outselling his company’s equally good products. Delegating members of his staff as make believe customers he sent them to his firm’s dealerships … and to Japanese outlets.