Talk with Your Feet!

How many times have you lost an employee, customer or even a member of an organization because he/she just disappears?  All too often people just vanish without a word. They either no longer purchase your products or services or just cease attending functions. Many times, when that occurs people either do not notice right away or they wonder what is wrong with the person that he or she chose to leave.

The lack of communication from dissatisfied customers, employees or organization members is very telling. You can wonder what is wrong with them and why he or she chose to leave, or the better approach is to use a mirror and determine what might have occurred, so the person chose to leave.

Very often an organization is not interested in determining their role in the departure, but that is not the best way to rectify the situation. Not only does this apply to customers, but employees as well. A better way is to really understand your customers and employees need from you to be satisfied. In the case of employees, a great deal can be gleaned from exit interviews, that is if the person feels safe to tell you what he or she thinks. When it is customers who leave have a process to follow up and learn from the experience even though they do not return.

The truth is:

“Feeling unappreciated is the #1 reason customers switch away from products and services.”

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.”

“33% of Americans say they’ll consider switching companies after just a single instance of poor service.”

“Companies lose more than $62 billion annually due to poor customer service.”

(These quotes were retrieved from https://www.helpscout.net/75-customer-service-facts-quotes-statistics/)

Taking time to understand what your employees, customers and members need will save your organization thousands and in some cases millions of dollars. It is only be becoming open to understanding what they need that you can use the information to dramatically improve their experience and your bottom line!

Leave a Reply

Your email address will not be published. Required fields are marked *

What people are saying.
Beth Sears provided her time and expertise to assist us in resolving a difficult and emotionally charged situation regarding our next work season in Africa … Beth was able first to empower us to honor the fact that there was major conflict in our thinking and helped us define a process to deal with the differing opinions. … In our final meeting, it was amazing to see the most entrenched and angry member of the group changed their demeanor. We came to a fine resolution and are a stronger body because of the experience. Beth deserves much credit for guiding and encouraging us and giving us the tools to meet our challenges. I recommend her work without hesitation.
Nancy Joiner Reinert | Chair, Communications Committee | Water for Sudan (Now Water for South Sudan)
Read More

Download Beth's eBook

4 Communication Keys of High Performing Organizations for New or Seasoned Leaders

Whether new to the position or having done it for a while, a leadership role takes a shift in perspective and skills to create followers. Through communication, this book will outline foundational skills to align your people with your vision by creating an engaged high-trust team. This expertise will reduce turnover and help to create a sustainable, profitable organization.
Get the eBook!
Let’s work together
Find out how Beth can help you and your organization achieve extraordinary results.
Contact Beth
Our latest blog posts
See All Posts
Stay connected to Beth for High Impact Results.