Today's Bizerm™ is “Cusstomer".
Sometimes a customer can fool you. Everything seems to be okay but as
soon as they leave you and get with friends and family they cuss about
you. A “cusstomer” is someone that has either spent money with us or
tried to spend money with us. They are the person to whom we have
fallen short of meeting expectations. They are so mad at us they want to
cuss us out. Many do.
Only 9 percent of those we service poorly will tell us. The other 91
percent will probably never give us another chance to earn their business.
Word of mouth advertising is also prevalent among cusstomers. They
will tell nine or ten of their friends, relatives, or co-workers. One in
eleven will tell twenty others!
If you do not think you have cusstomers you are being naive. Even the
best run customer-oriented organizations will fail from time to time.
Improve your customer service techniques and you will reduce the
number of cusstomers.
Consider the long list of retailers that lost sight of the customer service
excellence. A&P grocery stores, Montgomery Ward, and Bill Knapp’s
Restaurants were continual bottom dwellers for external customer
service. They regularly got complaints without reacting. Cusstomers
were also responsible for the demise of Kmart. All these companies
except Kmart are now extinct and Kmart continues to surprise analysts
they can keep doors open.
Remember: even if you have just one cusstomer a month they will tell
ten people you are not worth doing business with. That’s 120 people a
year more likely to go to your competitor!
Use this term for developing skills in these areas:
A Bizerm™ is a new business term combining two more descriptive
words into a single word or phrase whose definition is often only known
by those using it. To see more terminology in the workplace, click here.
©2007, 2017 Max Impact, Rochester Hills, Michigan, USA