May Focus on Customer Service

We’ve all heard that a “business is built on satisfied customers.” That’s not true. According to a study by The Forum Corporation, up to 40 percent of satisfied customers switch to another vendor. A satisfied customer is nothing more than a person who got what he paid for. . . no more, no less. The loyalty of the satisfied customer is fleeting at best. He’ll remain content to deal with you until someone else offers a better price or better service.

The truth is, a business is built on enthusiastic customers – people who got more than they paid for. They also got great service. Great service earns the customer’s loyalty as well as his willingness to tell others. So, customer satisfaction is not the goal. It is the starting point! Strive for customer enthusiasm!