According to the graph below, $83 billion is the cost of sorry customer service in the U.S. However, retain 5% more of your clients and your profitability jumps 75% according to the folks at ClickSoftware.
Yeah, Jim earned my business because he’s friendly, helpful, and his prices are better than the UPS Store nearby.
I had two good experiences today. Jim at my Pak-Mail asked about adding more packaging to my delicate shipment of Cisco networking gear. It only added a couple of dollars and provided extra protection with the guys in Brown shorts grinding the gears to San Diego. Do UPS pilots show off those gams too?
Now, Pak-Mail ships through UPS as well as Fed-Ex and DHL. We have an account with UPS even though you take your chances with a caffeine-sotted Brown Shirt & Short backing over your green metal box of computer tech and leaving you SOL and in the labyrinth of getting made whole by United Package Smashers. The folks at the UPS Store that I used seemed to be getting tired of seeing me show up with my gear to ship. Oh well, Jim’s willing to help and I highly recommend him if you’re near Lawrenceville.
Is Dr. Evil in today at Google?
You gotta admit this picture’s pretty dang funny.
Next, I had to call Google the Antichrist to get help with AdWords. The online coupon I had didn’t apply since our firm is already a customer. I still had questions about Google Places since for some reason we had three accounts.
Juan in Ann Arbor was patient and got my accounts cleaned up and questions answered. He even claimed that he didn’t know when Google was going to put balloons all around the world and crank up that free internet for everybody.
Of course, I was a little skeptical but hey Juan was towing the company line and I’m sure the NSA goons were listening somewhere so who can risk being truthful when the sacred Google parchments that Serg and Larry wrote in blood are still being revealed (read “Is Google God?“).
What do you do when you get treated poorly by a business?
If you believe that you can treat customers poorly and you’re not a member of the last mile internet service monopoly ruling class in Atlanta, check out the graph below for some keen insights into the sometimes obvious and painful reality about customer perception.