One unhappy customer may not seem like much, but when one customer shares a complaint, it represents the tip of an iceberg. According to a Washington, D.C. consulting group that conducts customer satisfaction surveys, every customer who complains is speaking for many others who feel the same way but they don’t make the time to call. Most customers don’t complain. It’s a well-known fact that most customers who have a bad experience are simply too busy to call and to make a complaint. They usually just stop doing business with you. When you don’t know, or don’t realize, that you have an unsatisfied customer, you have a problem that gets worse when that unsatisfied customer shares their negative experience with others. And, industry surveys prove that, even though they may not tell you how upset they were by your service, they will gladly tell others. Knowing that a customer is unhappy gives you an opportunity to remedy the situation for that customer today and to head off problems with other customers in the future.
An unhappycustomer may sink your success